Need some help?

How will my returned phone be assessed?

If you want to return or exchange your device within 14 days, we’ll make a series of checks to assess its condition.

1. What we check:

  • Accessories and user guides are included
  • The device switches on
  • The screen works
  • Cosmetic condition
  • Security or protective features have been disabled (such as ‘Find my iPhone’)
  • The device is not reported as lost or stolen

2. How we grade your device for damage:

  • Grade A: no visible marks, dents or scratches
  • Grade B: no more than three light scratches (under one centimetre) on the body of the device
  • Grade C: no more than three marks, dents or scratches which, are easily visible or can be detected by a fingernail
  • BER: dents, cracks and deep scratches, screen is smashed, parts are missing, there is water damage, security or protective features are enabled, or the device is reported as lost or stolen

Please note: there are further grades below C. If your device is graded as C and below (excluding BER) we can offer a return or exchange, and a charge may be applied for the damage caused to the handset. If your device is graded as BER we’re unable to offer a return or exchange.

Instant answers from TOBi

Can’t find what you’re looking for? Ask me – TOBi. I’m Vodafone’s digital assistant, and I help hundreds of thousands of customers a month with their queries.

Find a store

Tell us where you are, and we’ll tell you where we are 

Go to store locator


Got a question? Who better to ask than someone who’s already found the answer?

Ask our Community

Give us a call

Get help from an adviser over the phone

24/7 support in the
My Vodafone app

As well as getting instant help from TOBi, you can keep an eye on your usage, pay bills, get rewards and more.