How to Return a Device

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Returning a Device

If there is a fault with the goods you have purchased from Three, you may need to return these goods.

Additionally, if the goods are not purchased in a store (e.g. through the online shop or over the phone), then in accordance with your statutory entitlements you also have a 14-day cancellation right.

You can find all the details on our returns policies below. If, for any reason we need you to follow a different returns process then this will be detailed in your order confirmation. 

Purchased in Three Store

iPhone Returns

If the iPhone is faulty on the day of purchase and the fault can be replicated, you can get it replaced in store. After the day of purchase has passed, if the iPhone is faulty, it must be returned to Apple for repair/replacement. We can facilitate its return to Apple in any Three store. Before being repaired, you must turn off Find my iPhone on your iPhone.

All Other Returns

Purchased within 28 days If a device is faulty and the fault can be replicated, you can get the device replaced in any Three store. Please return the goods with original packaging and with all accessories provided. Purchased more than 28 days ago If the goods are faulty, they can be sent for repair under the manufacturing warranty. Please return to any Three Store and we will arrange to have the device repaired. If your phone is within warranty, your repairs will be completed free of charge. However, please remember your warranty does not include water damage or physical damage.

Purchased Online or via Telesales

If you are returning something purchased via Telesales or our Online Shop, contact us first by clicking here to initiate the return.

Please return the items to:

Three Online Returns,

PO Box 11564,

Swords,

Co Dublin

Please note: Returning goods without first contacting Three Customer Care will result in extending the processing time.

Changed your Mind?

When you purchase goods online or over the phone, you have cancellation/cooling off rights. In accordance with your statutory entitlements, you have a 14-day cancellation right, which is available from the date of delivery of any goods purchased by you.

If you no longer want the goods, please contact us by clicking here, and we will assist you with the return to Three Online Returns,PO Box 11564, Swords, Co Dublin.

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Please note the following:

• You will be responsible for charges which apply for using the services provided by Three.
• You must return the goods in the same condition that you received them.
• You must return all accessories and original packaging.
• You will be responsible for any damage to the goods.
• You must remove all lock codes and security features (iCloud, Find My iPhone, Google Lock, etc.)
• You will be responsible for any damage to the device due to incorrect or inadequate packaging while it is in transit.
• We strongly recommend using registered post to ensure secure delivery and return in the original packaging with all accessories.
• You will be responsible for anything that has diminished the value of the goods beyond that necessary to establish their nature, characteristics and functioning. (Characteristics and functioning – this is normal use of the goods).

Faulty Devices

iPhone Returns

If the iPhone is faulty, it must be returned to Apple for repair/replacement. We can facilitate its return to Apple, if you return it to your local Three store. Before returning your iPhone to us, you must turn off Find my iPhone.

All Other Returns

Purchased within 28 days If the phone becomes faulty, you can return it to the Online Shop for a replacement or repair. Please contact us and we will assist you with the return. Things to note: the goods with original packaging and with all accessories provided to Three Online Returns, PO Box 11564, Swords, Co Dublin. .  Purchased more than 28 days ago If the goods are faulty, they can be sent for repair under the manufacturing warranty. Please return to any Three Store or contact us by clicking here and we will arrange the repair. If your phone is within warranty, your repairs will be completed free of charge. However, please remember your warranty does not include water damage or physical damage.

Please Note:

• If you are sending a device via post, please ensure you obtain a confirmation receipt.
• When returning any goods for repair, remove your SIM Card and memory cards.
• Make sure to back up all information off your phone (contacts, pictures, messages, etc).
• Physical Damage, Misuse, Liquid damage or Unauthorised Software/Operating System installed on a phone is not covered under the manufacturer's warranty.

For more info on repairs, click here to read about how to repair your phone.

Accessory Returns

• If you purchased an accessory from our Three store, you must return the device to the store it was purchased in.
• If you purchased an accessory online or via telephone, there is a returns document shipped with all accessories which provides info on returns. 

14 Day Money Back Guarantee (14DMBG) Policy

If you are a new Three customer, you can terminate your contract within 14 days of the initial purchase if you have a verifiable network coverage issue. This is applicable only to new customers. Upgrading customers cannot avail of 14DMBG policy.

If you purchased your device from our retail store or signed up to Three without a Three device and you perceive that you have a network coverage issue, you will first need to contact us by clicking here. Three will investigate and confirm if there is a verifiable network coverage issue.

Once a verifiable network coverage issue is confirmed, you will need to return your undamaged equipment and accessories, along with your proof of purchase, to the retailer your purchased it from.

If you purchased through our telesales channel, we will process the cancellation for you, please call us on 1913.

If you request, via our Contact Centre, to return your newly purchased device under this policy, but do not return the device within this time period, you will be charged the full early termination fee (ETF).

Please note that this policy applies in addition to any cancellation rights which you may have as a consumer entering into a distance contract with Three.

How to Contact Three about Order Returns

We have made it easier than ever to contact Three about returning your order.

Simply start a conversation with our Bot on three.ie, which you can find as a pop-up on the right-hand side of your screen. (Need help disabling your pop-up blockers? Click here)

1. Begin chatting to our Bot, enter your basic details, and then select the “Order Details” option when prompted. Take a look at a screenshot of this option below. 

2. Select “Device Return” in the next prompt box. Take a look at a screenshot of this option below. 

3. Depending on whether you made your purchase in a Three Store or online, select the “Retail Store” or “Online/Care Team” options.

4. If you have a Reference Number for your Order, enter this once you are prompted. If you do not have a Reference Number, answer the following few questions from the Bot and it will generate a Reference Number for you.

5. Now, our Bot will pass you over to a member of the Three Care Team, who will wrap up the Order Return process with you.

Update: 

You can now jump through our bot menu even faster than before!

Simply click or type this short URL into your browser:  3.ie/returns

Or - you can also scan this QR code to access that link.

You will be brought to our Contact-Us page where our CODY bot will load automatically for you.

Step 1: Click "Get Started"

Step 2: Wait 3 / 4 seconds as the bot skips ahead. It will bring you directly to the 'Returns' section.

Need more help? 

• Click here for detailed info on our returns and refund policy.
• Contact us at https://www.three.ie/web/chat/. 

Do you need more help? Why not ask the 3Community by clicking here and benefit from the experience of over 100,000 members.