Three's public terms include 6 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
Eligibility and amount depend on Three's own fault determination and 'a portion' is undefined, needing human judgement.
“If the move is delayed and the delay is our fault, you may be entitled to compensation in the form of a one-off reimbursement of a portion of your Charges.”Three policy page, Section 5.5
Needs physical return and condition check by Three before any exchange is granted.
“If you just want to change your Device or Accessory you bought from us, you have 14 days to exchange it. We have the right to only offer you a refreshed Device in exchange.”Three policy page, Returns Policy – Exchanges; Section 7.1
Eligibility hinges on Three's own subjective 'material detriment' opinion, so it is not a pure data-check claim.
“You can end the agreement within one month of us telling you about a variation to your agreement (which includes your Package) which is likely (in our reasonable opinion) to be of material detriment to you. You must give notice to Three Customer Services within that month and...”Three policy page, Section 10.1(d)
Claims are handled by the manufacturer, not Three, and typically require physical inspection to confirm a defect.
“The manufacturer of your Device has given you a warranty against defects in materials and workmanship – normally, the warranty is for a period of at least 12 months from the time you bought it.”Three policy page, Returns Policy – Your warranty; Section 5.1
Only requires submitting a notice request to Customer Services with no physical return or discretionary review.
“You can end the agreement if your Package does not contain a Minimum Term, or if you want to end the agreement at the end of your Minimum Term or any time after your Minimum Term has expired, provided you give notice to Three Customer Services at least 30 days before the date...”Three policy page, Section 10.1(c)
Cancelling with a device involved requires a physical return in as-new condition, more than a single automated request.
“If you bought your purchase from Three.co.uk or our Telesales, you can also return your Device or Accessory and cancel your contract within 14 days of purchase, or, if you've bought a Device, but didn't receive it immediately, within 14 days of receiving your new Device or...”Three policy page, Returns Policy – Returns; Section 7.1
How to claim
Based on Three's public terms and policy pages, read on 2 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. Three's public terms include 6 promises that pay out or give credit when something goes wrong, including: Compensation for Three-caused delay in number porting; 14-day exchange for Device/Accessory bought online or via Telesales; Cancel without fee within 1 month of a materially detrimental change; Manufacturer warranty against defects for at least 12 months.
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.
Three has a Promise Score of 40 out of 100 (fair), ranking #65 of 77 UK companies and #7 of 12 in Mobile networks.