Returns & Refunds
Not happy? We make returns simple and stress-free.
30-day returns
Return any unused, unopened item within 30 days for a full refund.
Full refund
We refund the full purchase price to your original payment method.
Free returns
We provide a prepaid Royal Mail return label — no cost to you.
Common questions
How long do I have to return an item?▾
You have 30 days from the date of delivery to return any unused item for a full refund. For change-of-mind returns, the item must be in its original, unopened packaging.
How do I start a return?▾
Contact our support team by email at help@helloiq.uk or by calling 01225 588101. We'll arrange a prepaid return label for you.
Can I return an activated SIM?▾
Activated SIMs cannot be returned for a refund, as the SIM number has been registered to your account. If you have an issue with your SIM, please contact us and we'll do our best to resolve it.
How long does a refund take?▾
Once we receive your return, we'll process your refund within 3–5 working days. You'll receive a confirmation email. Refunds appear on your original payment method within a further 5–10 working days depending on your bank.
What if my item arrived damaged or faulty?▾
We're sorry to hear that. Please contact us within 7 days of delivery with a photo of the damage. We'll send a replacement or issue a full refund at no extra cost to you.
Need to start a return?
Our team will get back to you quickly.