Terms and Conditions
1. Order process
2. Price and payment
We can deliver to anywhere in the UK. We always aim to deliver the next day (excluding Sundays and UK Public Holidays), but you can also choose a delivery day up to 21 days in advance.
4. Our 14 day Customer Satisfaction Guarantee
Our 14 day Customer Satisfaction Guarantee lets you exchange your joining pack, phone or mobile broadband data device for a different one of the same value or get a full refund, less any airtime or data you've bought. We will even send you prepaid packaging to post it back. For a refund, return it ‘as new’, in its original packaging, with proof of purchase.
Mobile phone: If you Pay As You Go you will be charged for any airtime you've used according to our Pay As You Go tariff. If you're terminating a Pay Monthly contract you'll be charged for any airtime you've used prior to termination according to our Pay Monthly tariff.
Mobile broadband: You'll be charged for any data access within the UK prior to return at a rate equivalent to your monthly payment. Any texts sent or out of bundle use will be charged at the standard rates applicable.
If you bought it direct from us or through the web give our team a call on 0345 6000 789. We'll send you some prepaid packing to post it back. Send us your phone in its original packaging, with proof of purchase. If you bought it from a shop return the phone to the shop in its original packaging, with proof of purchase.
However, if you didn't buy your phone, mobile broadband data device or joining pack directly from a Virgin Media store, you'll need to take it back to the store where you bought it, and a different returns policy may apply. Please check direct with the store. Our 14 day Customer Satisfaction Guarantee is only available on phones supplied directly by Virgin Media and is not available where you have received an insurance replacement. Our 14 day Customer Satisfaction Guarantee is an additional benefit and does not affect you statutory rights.
5. Our full 24-month warranty (12-months for iPhones)
If your new phone or mobile broadband device goes wrong in that period and it's covered by the warranty, we'll do all the legwork for you to get it fixed. If you do need a replacement phone or mobile broadband device, we may provide you with one that's 'as new'. If your phone or mobile broadband device isn't covered, we'll advise you on what to do. However, if your phone or mobile broadband device was not bought direct from Virgin Media, a different returns policy may apply. Please check direct with the store. Full terms and conditions are set out below.
Terms and conditions of Virgin Media's 24 month warranty (12-months for iPhones)
6. Governing Law These terms and conditions of sale will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from this contract.