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Phone shop by Sainsbury's returns policy

Information on the Phone shop by Sainsbury's returns, cancellation and refunds policy

Mobile phone Helpline:

If you have a problem with your mobile phone please contact our Mobile phone Helpline team.

Should you wish to return any products bought from Phone shop by Sainsbury’s, we will be happy to refund or exchange the product in accordance with the conditions below provided it is in a fully resalable condition and you have cancelled the order within 14 days starting with the day following the date of receipt

If the product is faulty or damaged and returned within 30 days of receipt we offer a refund or exchange. If returned as faulty after 30 days we offer technical support and a free repair for 1 year starting on the next day after the date of receipt.

We operate a 1 year faulty return policy on most of our products. Fault or damage caused by accident, misuse or negligence or outside the warranty period is not covered by the warranty. Your statutory rights are not affected.


Please see below for exceptions to this policy.


Amending or cancelling an order

If you’ve already checked out, you can’t add extra products to your order, please place a new order.  You cannot change the delivery address for an order that has already been placed.

You have the right to cancel your online order at any time before we dispatch the goods to you.  Once the goods have been dispatched, any return or exchange must be processed in accordance with this returns policy. Items purchased online from Phone shop by Sainsbury’s cannot be returned to a store.

If the product has been dispatched but not yet delivered, you can refuse to sign for the delivery so that the goods are returned to us and we will refund the price paid, including deliver, to your card. If you have accepted delivery and wish to return the product please read 'Returning your product' below.  Some items are excluded from our returns policy. See What can’t be returned or exchanged?

Your right to return products Our returns policy exists alongside your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The Regulations require us to provide you with goods in compliance with the contract and allow you to cancel your distance contract without giving any reason (e.g. if your product is not wanted) within 14 days following the date of receipt of the goods. A limited number of items may not be returned unless faulty (see below) . Any items returned to us should be in a new saleable condition, with original packaging and labels still attached. We may reduce the amount refunded if the goods have been used or handled unreasonably before return. . If you wish to cancel your contract with us, you may use the return form enclosed with your delivery . If you cancel your order you will be responsible for the cost of returning the goods. Alternatively you may cancel your contract by notifying us clearly that you wish to cancel eg by contacting us within 14 days following the date of delivery, (quoting your order number). The goods must be returned to us, at your own cost, within 14 days of your notice of cancellation. Any refund due will be credited to the purchaser’s card within 3-5 days of receipt of the returned goods.

We regret it is not possible to return the following goods after delivery unless the item(s) are faulty:

  • Pre-recorded and recording media eg Opened and used SIM cards once unsealed;
  • For health and hygiene reasons Headphones that have been sealed for protection reasons will be deemed as used if unwrapped and cannot be returned.

The standard delivery charge will be refunded only where the entire order is returned within 14 days. If returned items were part of a promotional offer or vouchers used, the amount refunded may be reduced. Enhanced delivery charges will be refunded only at the standard rate.

Our refund policy runs alongside your rights under the Consumer Protection (Distance Selling) Regulations 2000 which allow you to cancel your online contract with us if you change your mind within 7 working days following the date of receipt. 


Returning your product

We want you to be delighted with your purchase but we understand that there may be times when you may not be entirely satisfied with your purchase.

Should your order be on its way but you no longer want the goods please either refuse the delivery or return the product(s) to us for a refund.

If you have received your order and no longer want one or all of your products, and it is not excluded by our Returns Policy, please return your product(s) within 14 days from the date of receipt either to a Sainsburys’s store (excluding Locals, Centrals and petrol stations) or by post.

Products should be returned in original undamaged packaging, with labels still attached and with all the accessories, parts, instructions and any free gifts included. Remember, some products are excluded from our Returns Policy. To read more about which products are excluded, click here.

If you are returning the product because it is faulty please see Faulty/Damaged Items below.

We are unable to recover data from returned products.

How to return a product

Return to store

If you want to return products from your order, please take these to your nearest Sainsbury’s store (excluding Locals, Centrals and petrol stations) together with your order confirmation email. Our colleagues at the customer service desk can then arrange your refund. We offer a 14 days returns policy.

Remember to include all the accessories that your product came with. Your products must be in a resaleable condition.

Unfortunately we cannot accept returns at Sainsbury’s Locals, Sainsbury’s Centrals or Petrol stations.

Return by post

You will be responsible for the cost of postage for returning the product(s) if you have decided to cancel your order. If product(s) returned to us are lost in the post, you must agree to our reasonable requirements for tracking your return delivery (such as showing us the proof of posting) before we can give you a refund.

To return one or more products from your order by post please follow these instructions:

  1. Call us on 0800 015 2552 and ask a Sainsbury’s representative to provide you with a Returns Number. 
  2. Write the Returns Number and the original order number clearly in the appropriate spaces on the Returns Form. A Returns Form was originally included with your order, but if you no longer have yours then download a new Returns Form here.  
  3. Wrap the products securely to avoid damage in transit using the original packaging and including all the accessories that your product came with.
  4. Cut off the label as indicated on the form and attach it to your parcel. 
  5. Go to your nearest Post Office and ask for proof of postage

Products should be returned to the address on the Returns Form  within 14 days of delivery, with all labels still attached, with all the accessories, parts instructions and any free gifts included.

Please note: we reserve the right to charge for the cost of collection if you do not return your product within 14 days after cancelling your order. We also reserve the right to claim against you for breach of your statutory duty to return the product(s).

All returns and refunds are processed in accordance with our Returns Policy.


Can I use the product before I return it?

You may examine the products as you would in a shop. You can turn the product on and try it out.  Please do not add data to the product until you are happy with it. Any personal data saved on the product will be inaccessible once you’ve returned it.

Where you have cancelled the order for a product and it has not has not been returned to us in fully resalable condition, or the packing is damaged, we reserve the right to refuse a refund on the product. This does not affect your statutory rights.

Any refund due will be credited to the original card of purchase within 3-5 working days of us receiving the goods. It may take an additional 3-5 days for your card issuer to apply the refund to your card balance.


What can’t be returned or exchanged

  • SIM cards, Top Ups and bundles.  We do not offer a refund on top ups or bundles you’ve purchased. If Your Pay as you go SIM card was free online it cannot be returned. 
  • Items that cannot be exchanged or returned for hygiene reasons e.g. headphones where the packaging has been opened and the product used.


Faulty/Damaged items

Manufacturer's warranty

If your phone develops a fault it may be subject to a manufacturer's warranty. Please call our Mobile phone Helpline team for advice. Many problems can be solved quickly over the phone.

This does not affect your statutory rights.

If after you have read the manual, you're having trouble operating a product bought from us, please call our Mobile phone Helpline team  and our colleagues will help you get started.


Faulty or damaged products returned within 30 days of receipt

Phone shop by Sainsbury’s will replace any faulty products or products damaged on delivery with the same product, or if the product is no longer available, will refund back the cost of the product (and the delivery charge if no other products were purchased in the same transaction) to the credit card originally used to make the purchase. At times we may also contact you to offer an alternative replacement.

To let us know about a faulty or damaged product, please follow the same steps as a normal return - either by taking the product to your nearest store (excluding Locals, Centrals and petrol stations) or return the products to us by post. Where the returned product is confirmed as faulty or damaged we will refund to you the cost of the postage.


Faulty items returned more than 30 days after delivery

For products that develop a fault after 30 days of delivery, we reserve the right to offer a spare part or repair where appropriate. 

We operate a 1 year faulty return policy on most of our products. You must show that an item was purchased from us before we can arrange for its repair.  If you cannot do so, we reserve the right to charge for repair.

Fault or damage caused by accident, misuse or negligence or outside the warranty period is not covered by the 1 year returns warranty.  Your statutory rights are not affected.

Products returned as faulty will be examined for reason for fault, if the fault is found to be due to negligence, water damage etc this will invalidate the warranty and you will be given the option of whether to pay for the repair or to have the item disposed of  or returned back to you.

We regret that we cannot accept any claims for losses or lost data you may suffer during the time your product is being repaired by the manufacturer.

Warranty repairs will be returned to you at our cost.

If the product is over 30 days old please contact our Mobile phone Helpline team.


How to exchange your product

Online orders cannot be exchanged for different products – customers will need to return unwanted items for a refund and place a new order. The only permissible exchange is a like for like where the original item is faulty.



Refunds can only be made to the original card of purchase. Any refund due will be credited to the original card of purchase within 3-5 working days. It may take your card issuer an additional 3-5 working days for your balance to update.

We'll send an email to tell you when your refund has been processed.
Please note if you have selected Saturday delivery we cannot refund delivery charges.  Please contact us if you have any queries about your refund.

When a promotional offer or discount - such as a 10% off voucher, extra Nectar points, or 3 for 2 applies to more than one product, the total value of the promotional offer or discount is split and shared across each product in the correct ratio. If an item or part of the order is returned, we'll refund the relevant correct value.

Any refunds for products purchased by using an eVoucher will be made through a Phone shop by Sainsbury's eVoucher.

What should I do with my SIM?

Please note that SIMs are non-refundable and should not be returned to us. 


Contact us
If you have any queries regarding our returns policy, please do not hesitate to contact us.