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

You will need to have ordered a BT Mobile plan online during a promotional period and waited 30 days. You can claim your gift card at bt.com/mobileclaim by filling in the form.

Once we have confirmed your claim your card will be dispatched. This could take up to 60 days to arrive.
To keep track of your SIM usage, allowances and settings, just go to bt.com/mymobile
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.
No, the Samsung Tab A which is given away as part of the promotion is the Wi-fi enabled version and does not have a cellular capacity.
Your free tablet will be sent to you automatically within 30 days and after the 14 day cooling off period. If you don't receive it within 45 days from your date of purchase please contact us on 0800 800150.
See all questions

Important Information

The legal stuff

Each year from March 2020, the price of your mobile phone, SIM Only, Data SIM Only, Family SIM, mobile broadband, tablet, broadband and landline plan and most of our other prices will increase by the rate of inflation (the Consumer Price Index rate published in January of that year). This includes call charges, features and plans. Other terms, prices and products, like BT TV or BT Sport, might also change during your contract. See bt.com/prices for details.

*Family SIM saving compared to the same number of individual SIMs bought on our standard SIM Only plan.

ΔWe may change any prices and terms during your contract. If this affects you, we'll tell you about important changes in advance, and you'll be able to end your contract without any fees.

See our tariff guide for details of all our standard prices.

BT Broadband

The BT Reward Card is issued by Blackhawk Network (UK) Ltd., pursuant to license by Mastercard International Incorporated.