As soon as you realise there’s a problem with your mobile phone, stop using it. If you have to make a legal claim, it may damage your case if you continue to use it after you know there’s a problem.
If your mobile phone is part of your contract, your claim would be against your mobile phone service provider and you may be entitled to a free repair or replacement as part of your contract.
It’s worth checking your mobile operator’s terms and conditions to see what you’re entitled to.
If you bought the phone yourself, contact the retailer explaining the problem. Tell it you want to reject the phone and get your money back.
Legally, you only have 30 days to reject something and get your money back.
If the phone is within its guarantee period, check to see if the guarantee offers a refund for your particular fault.
If it doesn't, you could still contact the manufacturer and explain the problem, asking if it will give you a refund.
If the retailer or the manufacturer won't help, and you’re within the 30 day right to reject your phone, write to the retailer (not the manufacturer) formally rejecting the product under the (which replaced the on 1 October 2015).
If you think you’re beyond the limit for rejecting the product, you should ask for a free repair or replacement.
If you get no response from the retailer or if it's gone bust, you can take a claim to your credit card company, providing you paid for your phone by credit card in the first instance.
Write to your credit card provider outlining the fault with your phone and explain that you wish to reject your phone and get a refund.
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