If you need to return a mobile device just pop back into store. As long as the mobile device is still packaged up like new: original box, unopened, undamaged, external wrapping and seals, we'll take it back with no questions asked. Warehouse Mobile handsets are covered by The Warehouse Money Back Guarantee. 12 month time limit with proof of purchase. Return to your nearest Warehouse store and we’ll discuss what options are available to you.
The "Change Your Mind Guarantee" only applies to both mobile phone and SIM Cards that are in a re-saleable condition, that are purchased from The Warehouse Ltd.
Faulty mobile devices – Out of the Box Failure
Open the box, turn it on and it is not working? Within a certain period of time from the date of purchase, if the handset is faulty, we will replace it for you – no worries. We will meet all our obligations under the Consumer Guarantees Act.
If you buy a mobile device from the Online Store that stops working within its manufacturer's warranty period, return to your nearest Warehouse store or contact the Customer Services Team on 0800 422 274.
You will be required to pay a bond to cover the cost of inspection by the manufacturer. If there is a genuine fault with your mobile device you'll get the bond back and the manufacturer will repair or replace your mobile device as stated in their warranty terms. Please note that impact or liquid damaged handsets sent for repair will result in forfeit of the bond.
Again, this only applies to mobile phones purchased from The Warehouse Ltd. If you have purchased your mobile phone from another retailer, please discuss with them directly.
Out of Warranty Repairs
Return to your nearest Warehouse store and we will discuss your options. Please note: any out of warranty repair work will be at your own cost.
Frequently Asked Questions
How do I bring my number to Warehouse Mobile?
Keeping your number is easy, simply follow the 3 steps:
Will my handset work if it's from overseas or has been parallel imported?
You'll need to check the individual model specifications for your mobile - it will need to support 900MHz GSM. If you can't find your mobile's user manual, have a look at the GSM Arena website. A lot of overseas providers lock their mobiles to their network. If this is the case, you'll need to get in touch with them to request the unlocking code.
How do I unlock my phone?
A vast majority of our phones are unlocked, meaning that handsets you purchase from Warehouse Mobile can be used with other networks. Some of our older devices will still be locked to Warehouse Mobile, however, it is free to unlock:
Get your IMEI number: an IMEI number is 15 digits long and can be found by dialling *#06# into your phone or by looking under your phone battery.
You will need to request an unlocking code by calling 800 from your Warehouse Mobile or 0800 284 800. This request must be made using your Warehouse Mobile SIM.
Take care when entering your unlocking code - if it's entered incorrectly more than 10 times you will no longer be able to use your phone on any network.
Once you have your unlocking code you will need to follow the relevant instructions for your phone. The Customer Care team will be able to assist you with this.