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iD Mobile: what the terms promise customers

iD Mobile's public terms include 8 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.

#52 of 77 UK companies#3 of 12 in Mobile networks · Fair
Promises found
8
Strongest promise
Free exchange for phone faults within first 30 days
Shortest deadline
14 days

The promises

Every promise in iD Mobile's terms

Replacement or repairClaim within 30 daysHarder to claim

Free exchange for phone faults within first 30 days

Requires iD Mobile's judgement to confirm the fault is genuine before a free exchange is arranged.

“If your phone becomes faulty within the first 30 days, contact us and we can arrange a free exchange.”iD Mobile terms, FAQs – What if my phone is faulty?
What to include: order id, proof of fault, purchase date
RefundClaim within 14 daysSimple to claim

Automatic refund of upfront cost within 14 days of return closing

Refund is automatic once the return is marked closed, requiring no additional customer submission beyond the already-completed return.

“Any upfront cost you paid will be refunded automatically within 14 days of your return being closed (after we've received the phone).”iD Mobile terms, FAQs – What happens to my upfront cost?
What to include: order id, return closed confirmation
RefundNo deadline statedTakes a few steps

Refund of upfront phone payment (Phone+SIM plan)

Refund is automatic but contingent on iD Mobile confirming the physical return is 'complete', which an agent cannot verify unilaterally.

“Any upfront payment towards the phone will be refunded, once the return is complete.”iD Mobile terms, iD Mobile Returns – Phone + SIM plan
What to include: order id, proof of purchase, completed return confirmation
RefundNo deadline statedTakes a few steps

Refund of upfront payment (SIM only plan)

Refund depends on iD Mobile confirming cancellation and return completion, not something an agent controls directly.

“Any upfront payment towards the phone will be refunded, once the return is complete.”iD Mobile terms, iD Mobile Returns – SIM only plan
What to include: order id, completed return confirmation
Right to cancelClaim within 30 daysTakes a few steps

30-day return window for idmobile.co.uk / phone purchases

Requires contacting Customer Service to notify the return and obtain a Return Transaction Number before any refund process starts.

“If you made a purchase on idmobile.co.uk or over the phone, you have 30 days to return your item from the day you received your order.”iD Mobile terms, iD Mobile Returns – Phone + SIM plan
What to include: order id, purchase date, delivery date
Right to cancelClaim within 14 daysTakes a few steps

14-day return window for SIM Free phones/Accessories

Requires coordinating a physical shipment with original packaging and accessories within a fixed deadline.

“You'll have 14 calendar days to return your items, starting from the date you notify us.”iD Mobile terms, iD Mobile Returns – SIM Free phones / Accessories
What to include: notification date, order id, return transaction number, proof of purchase
Right to cancelClaim within 14 daysTakes a few steps

14-day return window for Carphone Warehouse/mobiles.co.uk purchases

Actual process is deferred to a separate external returns page, so an agent must consult another policy to complete the claim.

“If you made a purchase on carphonewarehouse.com or mobiles.co.uk, you can return your item within 14 days from the day your product is delivered.”iD Mobile terms, CPW or Mobiles.co.uk
What to include: order id, delivery date
Right to cancelClaim within 14 daysTakes a few steps

14-day return window for Currys purchases

Process is handled via a separate Currys returns page, requiring the agent to follow an external, undocumented process.

“If you made your purchase in a Currys store/website, you have 14 days to return your order.”iD Mobile terms, Currys returns
What to include: order id, delivery date

How to claim

Claiming from iD Mobile, step by step

  1. Find the promise above that matches what happened, and note its deadline. The shortest here is 14 days.
  2. Contact iD Mobile customer service in writing (email, web chat or their online form), so you have a record.
  3. Name the promise and quote the clause, and include: order id, proof of fault, purchase date, return closed confirmation, proof of purchase, completed return confirmation.
  4. Keep the reply. If you are not happy with the answer, ask for their complaints process, which is set out in the terms.

Based on iD Mobile's public terms and policy pages, read on 28 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.

Questions

iD Mobile refunds and compensation: quick answers

Does iD Mobile offer refunds or compensation?

Yes. iD Mobile's public terms include 8 promises that pay out or give credit when something goes wrong, including: Free exchange for phone faults within first 30 days; Automatic refund of upfront cost within 14 days of return closing; Refund of upfront phone payment (Phone+SIM plan); Refund of upfront payment (SIM only plan).

How long do I have to claim from iD Mobile?

It depends on the promise. The shortest deadline in the terms is 14 days, so claim as soon as you can. Each promise on this page shows its own deadline.

How does iD Mobile rank in the Promise Index?

iD Mobile has a Promise Score of 45 out of 100 (fair), ranking #52 of 77 UK companies and #3 of 12 in Mobile networks.