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Stay Safe – from the Carphone Warehouse Online Team

returns policy


Please see our Covid-19 page for current details on Returns.

We are working to restore a Returns process for home delivery orders. Please contact us if you wish to return a product.


You will have received a copy of the returns policy/terms and conditions with your purchase in-store. A copy of these terms can also be viewed here (last updated March 27th 2019).


We are happy to return or exchange your online purchase under any of the following circumstances:

  • Change of mind (Within the 14 days)
  • Faulty purchase (Less than 28 days) – once fault is verified
  • Unused accessories (within 28 days)

Change of Mind:

Get a full refund on any mobile broadband modem, phone or accessory if you return it within 14 working days of receipt. This is in accordance with distance selling regulations. The item must be returned with its original box and all items that were included within. If a phone has been activated, it may not be possible for us to refund the full amount. If an item shows sign of usage or damage, your refund may be reduced to cover the costs to us of this usage or damage. Please contact before returning any item to us.

Faulty purchase:

If you have purchased a phone, accessory or mobile broadband modem which becomes faulty within the first 28 days, you are entitled to a replacement or a refund. All faulty returns will be checked to ensure fault is as described. If fault cannot be replicated return will not be accepted and will be returned to you within 14 working days.

Outside these terms handsets/mobile broadband must go for repair.

Returns aFter 28 Days:

If your phone becomes faulty after 28 days but within the warranty time period you can call into your local Carphone Warehouse store for it to be sent for repair.

What can’t I return or exchange?

  • Top-ups
  • Sim cards
  • Items that show customer damage

Return by Post:

If you wish to post your return, you will be responsible for your own shipping costs for returning your item. These shipping costs are non-refundable. If you decide to ship your returned item, we would always recommend that you choose a service that provides a tracking number and requires a signed proof of delivery.

Return address: Carphone Warehouse Online Returns, Third Floor Office Suite, Omni Park Shopping Centre, Santry, Dublin 9.

Once we receive your item, it will be tested to reproduce the fault. Once the fault is replicated, your refund will be issued. This can take up to seven working days to arrive in your account.

With all products when returning by post you need:

  • A valid proof of purchase
  • All product packaging 
  • All product contents
  • Returns cannot be processed if there is any physical, customer or liquid damage

In-store Return:

You can return your online purchase to your local Carphone Warehouse store. 

With all products when returning in-store  you need:

  • A valid proof of purchase
  • All product packaging and contents
  • All faults must be visible or replicated in store
  • Returns cannot be processed if there is any physical, customer or liquid damage
Refunds for online returns cannot be issued through the store because of the difference in payment system.  When returning your item to a branch, the branch will confirm with our web team before shipping to online returns location. 

Once our online returns team receive your item, your refund will be issued. This can take up to seven working days to arrive in your account.

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