Returns & Refunds

We offer a 30-day returns policy on all physical products. If you are not happy with your purchase, you can return it for a full refund within 30 days of delivery.

SIM cards

Unused, unactivated SIM cards can be returned within 30 days for a full refund of the £10 SIM purchase price. Once a SIM has been activated, it cannot be returned (but you can cancel your plan at any time from my.helloiq.uk — you will not be charged for the following month).

Handsets and phones

Phones can be returned within 30 days if unused and in their original packaging. If the phone is faulty, we will cover return postage. For change-of-mind returns, return postage is at your cost.

How to request a return

1. Contact our team via the Contact Us page or call 01225 588101.
2. Tell us your order number and reason for return.
3. We will provide a returns address and any prepaid label if applicable.
4. Once we receive the item, your refund will be processed within 5 working days to the original payment method.