Was the phone bought from giff gaff? if under 21 days ago you can return it for a full refund
If the phone you've bought isn't quite what you wanted, it is faulty, you've got 21 calendar days (approx. 14 business days), starting on the day following receipt of the phone, to change your mind and claim a full refund. Click here for full return instructions https://community.giffgaff.com/t5/Solve-your-questions/Returning-your-phone-amp-SIM-within-21-days-of-receipt-Change-of/ta-p/10441537
NOTE! Once a change of mind has been booked, the return booking will stay open for 14 days in order for giffgaff to receive the phone. If we don't receive the phone by that time, we will close the booking. Once the booking is closed, raising another return is not possible.
All returns to giffgaff MUST be booked through our system (your giffgaff account) so that your handset return is allocated a unique reference number. You can keep a track of where your device is at any time through your giffgaff account link to ask an agent https://support2.giffgaff.com/app/ask/Phones/Returning-my-phone/form/
This 'agent link' will only work if you have bought a handset from giffgaff. Please note: Agents can take up to 24 Hours to respond to enquiries. Replies from agents can be viewed and responded to from https://giffgaff.com/support/questions