Phone Returns, Exchange and Repairs Policy

The first thing you should do is call us on 089 420 0000 or 1749 from your Tesco Mobile phone. We can talk through the problem with you and try to resolve it for you. If we can't find a solution, there are a few different options - depending on when you bought your phone from us.

If your phone becomes faulty within the first 28 days of purchase, you are entitled to a fully boxed replacement phone or a refund - whichever you prefer.

Online purchase:If you bought your phone online, please call us on 089 420 0000 or 1749 from your Tesco Mobile phone.

Store purchase:If you bought your phone in a Tesco store, then you can return it at the Customer Service Desk in store. Please have your receipt with you as proof of purchase – this is part of our returns policy - and ensure that all elements of the phone are included with the packaging, i.e. charger, SIM card, battery, Welcome Guide and phone handbook.

If your phone becomes faulty after 28 days but is less than 1 year old, it is probably within the manufacturer’s warranty period, applicable to the phone (usually 1 year). Please call us on 089 420 0000 or 1749 from your Tesco Mobile phone and we can arrange for your phone to be sent to our repair centre partners, 'The Mobile Phone Repair Company', who will be able to repair your phone for you. Please be aware that your warranty will not cover customer misuse or moisture damage.

If your phone becomes faulty after 28 days but is less than 1 year old, it is probably within the manufacturer’s warranty period, applicable to the phone (usually 1 year). Please call us on 089 420 0000 or 1749 from your Tesco Mobile phone and we can arrange for your phone to be sent to our repair centre partners, 'The Mobile Phone Repair Company', who will be able to repair your phone for you. Please be aware that your warranty will not cover customer misuse or moisture damage.

If your phone is more than one year old, it is most likely out of warranty. Please call us on 089 420 0000 or 1749 from your Tesco Mobile phone and we can arrange for your phone to be sent to our repair centre partners, 'The Mobile Phone Repair Company', who will be able to repair your phone for you. In most cases, this is free of charge, but there may be a charge incurred. If this is the case, a member of the repair team will call you with an estimate for repairing your phone before the repair work begins. If you are happy to proceed, payment will be taken from you over the phone by credit/debit card. If you decide not to proceed but would like your handset returned, there will be a €10 administration fee.

If you prefer, you can also call into 'The Mobile Phone Repair Company' directly and they will be able to repair your phone for you. Their address is 1 Sandyford Park, Sandyford Industrial Estate, Dublin 18.

Alternatively, some handset manufacturers, such as Nokia, have their own repair centres, which you can call directly. You can find details of their repair centres on their website.

If your phone is under manufacturer warranty, the repair service is free. Please be aware that warranty will not cover customer misuse or moisture damage. If your phone is no longer under warranty, a member of the repair team will call you with an estimate for repairing your phone. There is a chance that your phone will be considered 'Beyond Economical Repair' and cannot be repaired by 'The Mobile Phone Repair Centre'. In this case, there will be a €10 fee for returning your handset to you.

You can track the progress of your handset through the repair process by logging onto 'The Mobile Phone Repair Centre' website - www.mprc.ie. Enter your IMEI number into the system and it will show you at what stage your handset is in the repair process.

The IMEI number of all Tesco Mobile phones is printed on the phone's box. The IMEI number is also printed on the phone - you can see it when you take out the battery. Most phones will display the IMEI number if you type *#06# on the keypad.