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This policy explains your rights and our process when it comes to returning products or cancelling services purchased through o2services at 11 Leabridge Road, London E10 7DY. We want to make sure you know where you stand — before and after you buy.
This policy covers purchases made directly from o2services. It does not cover products or services purchased directly from O2 Telefonica UK — for those, please refer to O2's own terms at o2.co.uk.
If your handset develops a fault within 30 days of purchase, you are entitled to a full refund or replacement. Please bring the handset back to our store with your proof of purchase as soon as possible.
Under the Consumer Rights Act 2015, if a fault appears within 6 months of purchase, we will attempt a repair or replacement first. If that isn't possible, you may be entitled to a refund.
After 6 months, the burden of proof shifts to you to demonstrate the fault was present at the time of purchase. Your handset will likely be covered by the manufacturer's warranty during this period — we can advise you on how to proceed.
Returned handsets must be in their original condition with all accessories and packaging where possible. We cannot accept returns for handsets showing signs of accidental damage, water damage, or unauthorised modification.
O2 airtime contracts (calls, texts, data) are governed by O2's own terms and conditions. As an independent retailer, we do not have the ability to unilaterally cancel or modify O2 contracts on your behalf.
Under the Consumer Contracts Regulations 2013, if your contract was arranged at a distance (e.g. by phone or online rather than in our physical store), you have a 14-day right to cancel from the date the contract was entered into. Please contact us immediately by phone or email if you wish to exercise this right.
Contracts agreed in our physical store do not automatically carry a 14-day cooling-off right under distance selling regulations. However, O2's own contract terms may include cancellation provisions — we'll help you understand your options if you contact us within the first few days.
Handsets purchased from o2services come with the manufacturer's standard warranty — typically 12 months for most brands. This is separate from your statutory rights under the Consumer Rights Act 2015.
If your handset develops a fault that you believe is covered under manufacturer warranty, we can advise you on the process for your specific device in store. Key contacts for major brands:
Please note: manufacturer warranty does not cover accidental damage, water damage, or damage caused by unauthorised modification.
Once a SIM card has been activated, it cannot be returned unless it is faulty. If you receive a faulty SIM (e.g. it will not register on the O2 network despite being in a compatible device), please contact us and we will arrange a replacement.
Please bring or include: your proof of purchase, the item being returned (and all original packaging where possible), and a clear description of the fault or reason for return.
Approved refunds are typically processed within 5–10 working days. Refunds will be made to the original payment method where possible. We'll confirm the refund method with you when we process your return.
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you're unsure of your rights, the Citizens Advice Bureau (citizensadvice.org.uk) is a good free resource.