Return an item

You can return most items, as long as you bought them directly from us.  

If you bought the item from a company like Carphone Warehouse, please return it to them. 

What you can’t return

Unfortunately, you can’t return: 

• Digital items and software such as music and games that have been used or downloaded 

• Anything you use Charge to Bill to pay for – talk to the supplier to cancel these 

When you send a device to us, you might need to cover the postage – we’ll let you know when you contact us. 

We can’t refund any charges for use outside of your plan allowance, such as for international calls. See your latest bill in My Vodafone online or My Vodafone app 

When you send your phone back to us, we need to check its condition before we can refund or exchange it. 

What we check 

• Accessories and user guides are included 

• The device switches on 

• The screen works 

• Cosmetic condition 

• Security or protective features have been disabled (such as ‘Find my iPhone’) 

• The device is not reported as lost or stolen 

How we grade your device for damage 

Grades you can return or exchange: 

• Grade A – no visible marks, dents or scratches 

• Grade B – no more than three light scratches (under one centimetre) on the body of the device 

• Grade C – no more than three marks, dents or scratches which are easily visible or can be felt with a fingernail 

There are more grades below C. If your device is graded as C or below, we might need to charge for the damage caused to the handset. 

Grades you can’t return or exchange:

• BER – dents, cracks and deep scratches, screen is smashed, parts are missing, there is water damage, security or protective features are enabled, or the device is reported as lost or stolen