Return, exchange or cancel your upgrade.
Cancelling an upgrade.
To talk to us about cancelling your phone or Mobile Broadband upgrade, get in touch.
If you upgraded in store, you can pop back in to talk about cancelling.
If you’re trying to cancel an Add-on rather than an upgrade, reach out to us.
Returning or exchanging your new device.
You can return or exchange your device, depending on how long you’ve had it, what condition it’s in and how you upgraded. Don’t panic; exchanging your device won’t affect your phone number.
- Upgraded over the phone or online.
You can exchange or return your device within 14 days of receiving it, as long as it's in as new condition. This means that the device, packaging, manuals, accessories and any free gifts that came with the device must be included and undamaged.
For hygiene reasons, any headset packaging that’s been opened or had the seal broken will be charged to you.
If you've used any of our services, you'll be charged for what you've used.
When you arrange your return, the advisor will tell you exactly how to package the device. It’s really important that you follow these instructions, because Royal Mail will destroy any devices that are incorrectly packaged and you’re still responsible for the device until we receive it.
You can return your device by:
- Calling 333 for a phone upgrade.
- Calling 500 from a Three phone, or 0333 338 1001 (standard rates apply) from any other network about a Mobile Broadband upgrade.
If you upgraded in store, you can go back in to talk about returning your device.
- Upgraded in a Three store.
If you aren’t happy with your device within 7 days of receiving it, you can come in store for a one-time like-for-like exchange, as long as it’s unused and it’s in as-new condition. This means that the device, packaging, manuals, accessories and any free gifts that came with the device must be included and free of any damage or marks. It also means you’ve not made or received any calls, sent or received texts or browsed the internet from your device.
If you’ve bought an Apple device from us, this includes removing the cellophane wrapping.
- Bought your device from a third-party retailer.
This means your device wasn’t bought from one of our Three stores, three.co.uk, our telesales team or our Contact Centre.
If you bought your device from a third party and you want to return it, please refer to that store's returns or exchange policy, as only your selected third party can deal with your return.
If you've used any of our services, such as making or receiving calls, sending or receiving texts or browsing the internet from your device, you'll be charged for what you've used.
- Replacing a SIM card.
If you’re on a SIM Only plan, you may have the perfect device for you. Sometimes, though, the perfect device won’t use the same sized SIM as the one you own. Don’t worry though! If you’ve got the wrong sized SIM for your device, you can order a replacement.