Returns and exchanges with Talkmobile

How do I return the phone?

If you wish to return a phone with Talkmobile, you can do so by initially contacting the company on phone or by webchat. There a member of the team will close the account you have with them as soon as they can and will run you through the returns process.

It is possible to write to them but do be prepared for the process to take longer. You can print out the cancellation form, fill it out and send it to the company and the team will respond within 24 hours of receiving it.

The company advise you try a couple of classic quick fixes if your phone is faulty, such as turning it off again or taking the battery or SIM card out. If it is still broken or you require any other technical support you could take a look at the troubleshooting section on their website.

If it has developed a manufacturing fault within 28 days Talkmobile will send a DPD courier to collect the phone for free, but you should make sure it is unlocked with all of the accessories in the original packaging. They will repair it and a send a replacement out to you.

If it has developed a manufacturing fault after 28 days then you can contact the phone manufacturer directly, such as Apple or Samsung who will be able to deal with the issue and should be able to resolve it.

Return a phone within 14 days

The ‘cooling off period’ is the 14 days after initially taking out the contract, just like the 14 days returns policy you get with many other purchases. This means you can opt out of your contract for free if you haven’t exceeded the allowances of your contract, though you will be charged a fee of £5 for a DPD courier to collect the phone. Remember, after this period you will be locked into your contract and the only way to get out of it is to pay the remaining months.

The phone needs to be unlocked, in as-new condition and in original packaging with all of the contents with it. You should then be refunded for the phone, unless there are any damages or missing phone components such as the battery, charger or headphones, in which case you will be charged.

Exchanges

If you have decided you would like to swap your phone for a different one, you can do so easily within the ‘cooling off’ 14 day period. All you need to do is contact the company and they will cancel your contract and arrange a DPD courier to collect your phone at the cost of £5.

Again, the phone needs to be in perfect condition and they will deliver the new phone to you as soon as they can.

If your phone arrived damaged with a fundamental flaw in either the software or hardware, you can contact them within 28 days of your order and they will run remote diagnostics on the phone. If that doesn’t work, they will fix or replace it.

If it has been longer than 28 days they will run remote diagnostics and if there are any software issues they will repair them. If the issue lies with the hardware then there’s a chance they will upgrade you.

If Talkmobile fail to repair the phone then you should contact the phone’s manufacturer directly as they are usually under warranty for at least 12 months.

Delivery errors

In the case of Talkmobile sending you the wrong phone the courier will be sent to collect the error free of charge. You should contact the company by phone or webchat and ensure they have your correct address on file.