BT Mobile Delivery and Returns

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30 day money back guarantee

With most of our services, if you cancel after 14 days, you'll have to give us 30 days' notice. And if you took that service for a minimum term, you might also have to pay a charge for ending it early. But if you’ve ordered a new SIM Only or Family SIM plan, you’ll have more time (30 days) to try our products and change your mind.

All you need to do is call us on 0800 800 150 within 30 calendar days of placing your order and ask us to refund your first monthly plan charge and cancel your contract. Your refund will be processed on your next bill date. You won’t be refunded for services you have used outside your monthly plan allowance and you’ll be charged for these at rates shown in the TariffGuide at bt.com/tariffguide.

If you cancel a service covered by the 30 day Money Back Guarantee after 30 days, you’ll have to give us 30 days’ notice to end it. If you took that service for a minimum term, you might also have to pay a charge for ending it early.

Go to SIM only plans

Free delivery

Get free delivery on all our devices. Plus, if you order by 4pm Mon-Fri, or by 11am on Saturday, we’ll make sure you get it by the next working day, including Saturdays. This is subject to device availability and some areas of the Highlands, Islands and Cornwall might take up to 48 hours.

You’ll choose your delivery date when you order (it has to be within seven days of placing your order). Don’t worry if your schedule changes. You can always change the date. Just use the links in the DPD email.

Track your order

We send all our devices with DPD so you can easily track your order. You’ll get a text and email from DPD on the morning your order is due to arrive with a one-hour delivery window.

You’ll need to make sure you’re home when your package arrives so you can sign for it. We ensure a high level of security for your device delivery, which means it must be delivered to the billing address you used when you ordered. We won’t let anyone else sign for it and we won’t leave your package with anyone but you.

Track your package progress

Missed delivery

If you aren’t home when your device is delivered, DPD will leave a card telling you they tried to deliver. Call the number on the card to arrange redelivery time that suits you.

Worry-free returns

We want you to be totally satisfied with your device. If you aren’t happy, just tell us within 14 days of receiving it and we’ll send you a pre-addressed envelope so you can return it.

Call us on 0800 800 150 to arrange a return, then send the device back to us within 14 days. If you originally upgraded from a SIM Only plan, we’ll return you to your previous plan. Otherwise we’ll cancel your contract.

If you want to cancel your contract after 14 days, you’ll be subject to early termination fees.

Our returns policy doesn’t affect any of your legal rights. Contact your local Trading Standards office or Citizens Advice Bureau for more information on your rights.

How to return your device

  1. Call us on 0800 800 150 within 14 calendar days after receiving your device.
  2. We’ll stop your service immediately. If you were on a SIM Only plan and upgraded to a handset plan, we’ll move you back to the SIM Only plan.
  3. We’ll send a pre-addressed jiffy bag to the address we sent your device to. Put your device and accessories in the original packaging and place in the jiffy bag.
  4. Send it back to us. You’re responsible for all postage costs. There’s no need to return your SIM.

Tips for avoiding extra charges

  1. Your device must not be damaged
  2. The device should not have a security PIN, fingerprint lock or be linked to any cloud features like Find my iPhone or Android Device Manager.
  3. You need to return your device with any software and accessories originally included in the box.
  4. If you don’t send the device back after calling us and setting up a return, we’ll block it so you can’t use it and we’ll charge you for the device – the price you’ll have to pay is set out in our Tariff Guide. Have a look at our Terms and Conditions for more information.

The device is your responsibility until it reaches us, so we suggest you send it using a secure, traceable service, and get insurance to cover the value.

You’ll need to pay any plan charges for the days before you cancel, plus any charges that aren’t included in your plan.

Faulty device policy

We know problems can come up outside your 14-day return period. Find and fix faults on your device with our troubleshooting tool. If your device is still faulty, give us a call on 0800 800 150. We’ll try to fix the problem as fast as possible. If we can’t, we’ll send it out for repair. Don’t worry, though, we’ll sort everything out for you.

Manufacturers’ Warranties

All our devices have a warranty provided by the manufacturer. Have a look at their website for more details:

These don’t affect your statutory rights/any other legal rights that you may have.

Frequently asked questions

To receive your wireless Galaxy Buds, download the Samsung Members app and claim between 8 March 2019 and 8 April 2019. You’ll need to be 18 or over to claim. For full terms and conditions, just visit www.samsung.com/uk/offer/galaxys10-preorder
Buy a BT Mobile SIM only or Family SIM plan during the offer period and you’ll get a full 30 days to try us. If you aren’t happy for any reason, just call us within 30 days of placing your order and we’ll cancel your contract and refund your first monthly plan charge. You’ll only pay for services you've used outside of the plan allowance. Offer limited to one SIM only or Family SIM plan per customer. This offer does not apply to handset plans or plan moves. See full offer terms.
To keep track of your SIM usage, allowances and settings, just go to bt.com/mymobile
If you're a BT Mobile SIM Only customer you'll get a £50 discount code in your e-mail confirmation. Go to http://www.shop.bt.com/learnmore/telephony/bt-mobile select your phone and enter the code when asked. You’ll find the code in your e-mail order confirmation
When you place an order with BT Mobile you might need to go through the following checks
  • A credit check - this checks your credit worthiness and stops people fraudulently ordering things in your name. You might need to answer a few questions about your job history and bank account. The check will be recorded on your credit file.
  • An identity check - this is to protect you from identity theft and fraud. You'll need to answer a minimum of three questions about your personal finances which will be checked against your credit file.
  • A bank check - this is to make sure the details you've given match the details that Equifax have on file.
We don't see or file any of the information you provide. It's all checked by the credit reference agency. If you have any questions about your credit file you'll need to speak directly to Equifax.

For full details on the information we collect for these checks please see our Privacy Policy.

To find out more about credit checks and your credit history, please contact:
  • Equifax Credit File Advice Centre P.O. Box 1140
  • Bradford
  • BD1 5US
  • Tel: 0870 010 0583
  • www.equifax.co.uk.
  • Important Information