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Returning a faulty handset for repair after 30 days of receipt

Started ‎19-10-2013 by
Modified ‎15-11-2017 by

If your device develops a fault during your handsets warranty period (after the first 30 days of receipt) you can request a repair using this articles guidance. This guide will explain the options available and provides you with easy to follow instructions for every step of the process.

More Information

We really are sorry to hear that your device has developed a fault and realise how disappointed you must be.


Your first port of call should be our Help & Support forum as some issues / faults can be resolved without the need to send your handset for repair. You can post a help request here.

If our community can't help you resolve your issue / fault then please continue with the returns / repairs process listed below.

You now have two options available, these are:

  • Return the faulty handset to giffgaff & receive a warranty / out of warranty repair.
  • Or If your handset was purchased as new (option not available on refurbished or pre-owned phone purchased from giffgaff) you can take your handset to any manufacturer approved service centre.

It's your choice and we respect whichever decision you make.

Please note that any physical / water damage recorded on receipt by our repairs centre will not be covered under the devices warranty. For more information on repairs not covered by your devices warranty please visit our guide here.

All returns / repairs to giffgaff MUST be booked through our system (your giffgaff account) so that your handset repair is allocated a unique reference number. You can keep a track of where your device is at any time through your giffgaff account.

To return your faulty device please follow the below step by step instructions:

  • Log in to your giffgaff account here

  • Select the relevant Phone Order by clicking / pressing on blue icon on the right (example shown below) to view the purchase details screen.

  • On the right hand side of this screen please select the button marked "Return your phone"
  • Select your reason for returning your phone. Please select the closest reason within that list, as our return centre will use it to confirm the fault. Please let us know if the phone has been damaged or exposed to a wet environment.
  • Verify all the data you have input is correct and then select to book your repair
  • When your booking is confirmed, Please print the repair return form along with the postage label

If for any reason you can't book your repair online, please contact one of our agents (This link will only work if you have purchased a giffgaff handset) who will be more than happy to assist you further with this process.

Please note that any physical / water damage recorded on receipt by our repairs centre will not be covered under the devices warranty. For more information on repairs not covered by your devices warranty please visit our guide here.

Please follow the detailed instructions on the repairs return form that you printed out at the end of the booking returns  / repairs process below.

Preparing your handset for return / repair:

  • Backup any information that you wish to keep.
  • Remove any activation locks / tracking applications from your device. This article will help you do this.
  • Disable any personal security code PIN and passcode locks from the device
  • Remove your giffgaff SIM card & place this somewhere safe
  • Remove any SD cards that may be inserted into your device.

We also recommend data wiping your device before sending us your faulty device. You can do this using the following instructions:

Click to reveal

Android: For versions 4.0 or later:

  • Go to Settings and look for "Backup and reset" and select that option
  • Select Factory data reset
  • You'll get a warning screen along with a list of all the accounts you are currently signed into

iOS (iPhone) - This process may vary slightly dependant on your version:

  • Select Settings
  • Select General
  • Select Reset
  • Select Erase all Content and Settings

Windows Phone 7:

  • Go to the Home screen
  • Select the Application Menu Key
  • Select Settings
  • Select About
  • Select the "Reset your phone" button

BlackBerry:

  • Head to Options
  • Select Security options
  • Select General settings
  • Select the menu key
  • Select Wipe Handheld

Please follow the detailed instructions on the returns form that you printed out at the end of the booking returns process below.

Packaging your handset for return / repair:

  • Please send your faulty device in its original box or suitable packaging. For further information on how to pack your device securely please view this helpful article from Royal Mail.
  • Attach the address label securely to your parcel.

giffgaff provide a FREE of charge tracked label with the return form so that you can return your device for repair using the Royal Mail 24 tracked service.

Your will need to take your parcel to your local post office so that the bar code can be scanned and a receipt issued for your parcel. This receipt is your "Proof of Postage" so please don't lose it. Under no circumstances should your parcel be posted in a letter box.


  • Can I upgrade my parcel from Royal Mail 24 tracked service to Special delivery?

YES. When you hand over your package to the Post Office, please ask the counter agent to upgrade the postage service to Special delivery, you will need to pay the difference in cost between our Royal Mail 24 tracked service stamp and the Special delivery that you have opted for. giffgaff will not be responsible for any costs you may incur due to any upgrades to our delivery service.

  • How do I print off a free label if I don't have access to a printer?

If you are unable to print the free postage returns form for any reason you may instead write the address on the parcel and take it to a post office within 14 days. It must include the GG-23 reference code and also your returns address. Should you wish to print off the original returns label please consider asking a friend or relative who has access to a printer to print this on your behalf or visit your local library (there may be a charge levied by your local library for printing documents). Once the parcel has been accepted at our returns centre please contact one of our agents (This link will only work if you have purchased a giffgaff handset) who will process a refund of the postage cost. The post office will issue you with a receipt which should be kept as your "Proof of posting".

  • What is the address I should send my faulty device to if I need to write my own returns label?
If you need to write your own returns label, the address to send your device will be clearly displayed on screen during the booking process (even if you can't print off the returns label).

IMPORTANT:

Your faulty device must be received by giffgaff with 14 days of you booking your return. If your parcel is delivered outside of this time (more than 14 days) it will automatically be returned to you. You will need to rebook a new return using the above process.

At any time after posting you can track your parcel using Royal Mails Track & Trace service.


When our return / repairs centre receives your parcel you will receive an email to confirm its receipt.

Our repairs centre will inspect for any damage & confirm the fault. When these checks are complete, our return / repairs centre will let you know if your return / repair is accepted. If your return / repair is rejected (due to being past 14 days since booking your return), the parcel is automatically returned to the address listed within your giffgaff account.

You can track the progress up until this point by:

  • Logging in to your giffgaff account here
  • Select My Payments
  • Select My Order History
  • Select the relevant Phone Order by clicking / pressing on blue icon on the right to view the purchase details screen.
  • On the right hand side of this screen please select the button marked "Return your phone"
  • You will now see the status of your returned device

As soon as your faulty handset is assessed by our repairs centre and the fault is confirmed our repair centre will start work on your faulty device. In general, most repairs are completed and dispatched within approx 10 working days (excludes weekends & bank holidays) of receiving your faulty handset. Please note that this timescale should only be used as a guide & will be dependant on availability of parts / components that may need replacing.

IMPORTANT

If your device has sustained a fault / damage outside of the standard warranty our repair centre will provide you with a quote for any work needing to be completed. For further information on retrieving your quote please visit our article here

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