topic Returned an upgrade in Contracts & Billing

Returned an upgrade

HGrahame — Mon, 01 Dec 2025 11:44:38 GMT

I got a Samsung S25 Ultra on contact which was delivered on 28th October. I decided I didn't like it and started a refund, I received the silver bag on 10 November. I was away with work at the time but I understand once you get the silver bag you have 30 days to return it. I posted it back next day recorded on 21st November and can see the Warehouse received it on Monday 24th November. The device is still showing on my account, my question is how long will it take for it to be removed? Many thanks.

Re: Returned an upgrade

HGrahame — Mon, 01 Dec 2025 11:45:07 GMT

I should state, this was an upgrade not a new contract

Re: Returned an upgrade

Ritu_D — Mon, 01 Dec 2025 13:13:26 GMT

Hi @HGrahame

Thanks for reaching out here on the community.

When you return a device, you should receive a text message when your account has been updated. Your account should go back to the original plan you were on prior to your upgrade.

I would recommend Contacting Us, our guides will be able to take a look into this for you.

Thanks

Ritu