1.1a. Refunds are when products are returned to gomobile.co.uk in an unused state, as we work to a strict time limit this must be done within 7 days of receiving your product.
1.1b. If you wish to return a product under the 7 day cancellation policy please contact the customer care team on 01773 307 128.
1.2. We will deal with refunds with high priority.
1.3. It is the customer's responsibility for the safe return of all goods. All items must be returned within "a reasonable time" as they were received with their original packaging and full contents included, along with original documentation and proof of purchase. Should items not be received then it cannot be accepted as a 7 day cancellation and you will be liable for the full duration of your contract.
1.4. Refunds cannot be given if we judge that the product has been wilfully damaged, misused, neglected, overloaded, modified, adapted or repaired.
1.5. Should the return be because of a change of mind the customer will be responsible for all return postage costs. Contract and pre pay handset packages must be returned within the first 7 days with a completed returns RA form.
1.6. If returned goods cannot be accepted due to clause 1.5 a charge of £9.99 will be made to cover postage.
Exchanges & Replacements
1.7a. A handset that is deemed faulty within the first 28 days of connection will be treated as an exchange in which gomobile.co.uk will replace the handset for you. If a handset is outside of the initial 28 days of connection and is deemed faulty then your handset manufacturer will handle any repair that may need to be carried out. Please see below for the correct process to follow for each scenario.
1.7b. If for any reason you require a replacement handset within 28 Days of purchase due to fault or malfunction please complete a Replacement form http://www.gomobile.co.uk/replacement-form.html, alternatively please contact our Care Team on 01773 307 128. We would request that you notify us as soon as any problem becomes apparent.
1.8. We will deal with all replacements with high priority.
1.9. Replacements will be sent out when the original item is returned.
1.10. Where goods become faulty within the first 28 days and qualify for an exchange, the faulty items must be returned to us, with the original packaging, within 28 days of the date of Invoice. Items returned as faulty and subsequently found to be subject to customer damage will incur charges.
1.11. Exchanges cannot be given if we judge that the product has been wilfully damaged, misused, neglected, overloaded, modified, adapted or repaired.
1.12. If returned goods cannot be accepted due to clause 1.11 a charge of £9.99 will be made to cover postage.
