Our 28 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 have used according to our Pay As You Go tariff. If you are terminating a Pay Monthly contract you will be charged for any airtime you have used prior to termination according to our Pay Monthly tariff.

Mobile broadband: You will 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.

However, if you didn't buy your phone, mobile broadband data device or joining pack directly from Virgin Mobile or 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 28 day Customer Satisfaction Guarantee is an additional benefit and does not affect you statutory rights