fonehouse
 
3 ways
to shop

by phone

0800 054 2355
0207 384 3632

 

Agreement:

By using this website you agree to our terms and conditions as set out below.

Our Rights:

We reserve the right to amend, update or change the offers or information on this website at anytime without prior notice.

The Customer:

Must be a minimum of 18years old, reside in the UK and hold a valid UK credit or debit card.

Prices:

All prices displayed on this website will include the standard rate of VAT at 20% and delivery to a UK address. We reserve the right to change/update our prices and/or offers without any prior notice.
In the event of any human errors with our pricing, we will notify you accordingly and these will be amended and withdrawn.
Please feel free to contact us if you should have any queries regarding our pricing structure.

Online Security:

card secure

All credit/debit cards used for payments and orders processed on this website, will be verified using Barclays card processing services. Where a handset is advertised as free, a charge of £2.00 will be applied to your card and then refunded for on line security verification – This is to verify you are the registered card holder, living at the address you have submitted on the application, and that the card is not stolen. You can feel 100% safe when using this website and you may double click on the padlock at any time to check the certification of our SSL.
The padlock will appear in the bottom of your browser when you are visiting a secure page.

Payment:

We accept the following credit or debit cards, Visa, MasterCard, Delta, Switch & Maestro. All payments are processed off line through our Barclays card processing system.

Card details must be in the applicants name and home address, as per the order submitted.

Stock Availability:

If for any reason the item you have ordered should be out of stock, we will endeavor to inform you within 24 hours, and let you know when the item will be back in stock.

Clearance Stock Explained:

Clearance or Reconditioned stock – This is stock that has been returned within the 14 day exchange period. These items are in no way defective although on rare occasions they will have developed very minor cosmetic marks (where the item has been removed from its original box etc). Each clearance handset also comes with a full year’s manufacturer’s warranty and will have been inspected by our inspection team for your piece of mind. We are therefore able to offer you even better deals on these items than are possible on brand new items.

Delivery:

Your goods will be sent to you at the home address provided during your application. These goods will be sent via 'Royal Mail Special Delivery' this is a next day, excluding weekends and public holidays, guaranteed and insured service from the Royal Mail. Goods can only be despatched to your home address for security reasons.

Order Time: Expect delivery:
Monday to Friday before 4pm Next day
Saturday & Sunday Tuesday

Guarantee and Warranty:

All products supplied will come with a standard 12month manufacturer’s warranty. If your mobile phone should develop a fault within the first 14 days, simply send the phone back to us and we will replace it with exactly the same model. If you are returning a mobile phone for exchange you must return the full kit, so that we can exchange like for like. If any of the following items are missing from the kit you will incur the following charges:

Missing Charger £20
Missing Battery £30
Missing Phone Book Manual £10
Missing CD-ROM £15
Missing Data Cable £15

If your phone should develop a fault outside the first 28 days, the phone must be sent to the manufacturer for repair. The manufacturer will then attempt to repair or replace the phone. This will only take place when the phone is faulty as per warranty terms and conditions set out by the manufacturer. A list of repair centres that offer on site repairs normally within 24/48 hours is available upon request.

Returns:

Your mobile phone contracts can be returned and cancelled within 7 days of receipt of the goods - Please note any handsets returned outside of 7 days cannot be disconnected.

Return Process:

All returns require an authorisation code, which can be obtained by calling 0800 822844 or 01159 599966. Please note that unsolicited returns and/or used handsets will not be processed and will be returned to the contract holder. If there is an associated airtime agreement, you will remain liable to pay for the line rental until the unused phone and all other goods we supplied to you are received back by us in their original packaging.

You must return your mobile phone within 7 days of receipt if you are not entirely happy with it - Please note if we do not receive your handset within this time frame, we will not be able to disconnect it after this period - In order to receive your refund, and cancel any contract phones, we ask that you return the entire goods in the original condition with all the packaging, along with any free gifts and/or promotional items sent out with the order. The customer is fully responsible for the goods until we receive the goods back. If there is anything missing from the kit, or the goods are in anyway damaged, the customer will be charged accordingly.

Missing Charger £20
Missing Battery £30
Missing Phone Book Manual £10
Missing CD-ROM £15
Missing Data Cable £15

Missing Memory Card £15
Missing Mobile Phone sim free value

In the event that any of these items should be missing, fonehouse Group Ltd will deduct these amounts from your credit/debit card that you supplied when placing your order. You will be notified of any charges to your card before they are applied.

If you should return a phone to us we recommend you use ‘Royal Mail Special Delivery’ as this will insure your product up to £500 and should cost no more than £7. We cannot refund for items downloaded onto mobile phones or simcards such as ring tones, logos, games, or content which is lost due to faults or returning of products. We cannot make reimbursements for any loss of data, such as phone book or personal information that is stored on your mobile phone or simcard and subsequently lost due to a fault or request to return the product. We recommend you back up any data stored on your mobile phone as often as possible, so as to avoid such issues.

Mobile Phone airtime contract agreement:

All "pay monthly contract" phones ordered and purchased through this Website are subject to a 12, 18 or 24 month airtime contract. All contract connections are subject to status and acceptance by each mobile phone network. When buying a "pay monthly contract" mobile phone you are agreeing to be bound by the Terms & Conditions of the relevant mobile phone network that you are connecting to - these terms & conditions will be sent out with your phone. They can also be viewed on the relevant mobile phone networks’ websites. By placing your order with any mobile phone network you agree to the network or service provider carrying out a credit check prior to connection using the information supplied by yourself. Connections are subject to a credit check pass, if your credit check should be refused for any reason we will notify you.

Please note: All pay monthly contracts will initially be set up by direct debit, should you wish to change your monthly payment method, you should contact your mobile phone operator to do so. There is a Maximum purchase of 1 handset per customer.

Direct Debit

Your contract includes a mandatory direct debit arrangement, where your monthly line rental and charges will be taken from your bank.

Disconnection

If you disconnect your mobile phone contract for any reason within 6 months of the initial bill, fonehouse Group Ltd may invoice you the minimum sum of £250 plus VAT per handset.

Network Commission Clawback

If fonehouse Group Ltd receives a commission clawback from the network for any reason due to disconnection or unpaid mobile phone bills, relating to your mobile phone contract. fonehouse Group Ltd will seek to recover the full losses incurred. We will write to you confirming the reason and the full amount of the clawback.

Changing Your Price Plan/Tariff:

The package and offers we provide are subject to mobile phones being connected to the relevant network, and connected to certain price plans. As such, there is a minimum term for which you must remain on the package or offer you have selected.

Recommend a Friend - Earn £25!

Recommend a friend to fonehouse.co.uk and receive a £25 cheque for each successful applicant that signs up on a pay monthly contract. There is no upward limit to how many recommendations that can be submitted.

Note:
  1. You must have previously ordered from fonehouse.co.uk
  2. Your friend must NOT have ordered from fonehouse.co.uk before.
  3. You must include (name, order number) of your fonehouse.co.uk order.
  4. You must include full name of your friend and must have permission from that friend to recommend them.
  5. You will only receive payment from fonehouse.co.uk if your friend enters into a 12/18/24 month mobile phone contract and does not return the phone to us.
  6. You must have recommended the friend before they place an order with fonehouse.co.uk
  7. You will receive payment within 90 days after connection of the friend’s order, via cheque.
  8. Payment is subject to fonehouse.co.uk terms & conditions.
Once your friend has bought their phone (and not returned it within the 7 day money back period), and when they have been verified we will then send your £25 cheque to you 90 days after your friend’s connection date. Automatic Cash Backs are paid directly into your account by BACS.

Automatic Cashback Terms:

This payment is processed automatically approximately 90 days after your handset is connected. There is no need to submit a redemption claim and no claim forms are required.


Automatic Free Line Rental & Automatic Half Price Line Rental Offer:

There is no need to submit a redemption claim and no claim forms are required.

You will receive your mobile phone bills each month for the full advertised monthly cost, which you are required to pay.

The payment you will receive is the equivalent amount of either free line rental or half price line rental.

Example: Your Plan 900 £35pm with 5 months free line rental has a cashback value of 5 x £35 = £175.

You will automatically receive a payment from fonehouse for £175 approximately 90 days after connection.

Sim Only 1 month free offer Terms & Claim Process:

1 month free promotion is offered directly from fonehouse and is by redemption.

At fonehouse we believe in great, simple service for all of our customers.

Once you have received your 2nd bill for your new Sim Only deal, simply follow any one of the options below to claim your 1 month free.

1, Send a copy of your 2nd bill to:
fonehouse - 421 New Kings Road, London, SW6 4RN

2, Fax a copy of your 2nd bill to: 08715 289267

3, Scan and email a copy of your 2nd bill to: customerservice@fonehouse.co.uk

4, Call us on 0800 822844 or 01159 599966

Claims must be submitted within 90 days of the date on your 2nd bill.

Once your claim has been received and processed, you will receive your cheque within 14 days.

Free Gifts: Such as Nintendo Wii, & Sony PSP, Xbox 360, Sony PS3 specified on your order will be sent 14 days after placing your order. If you are an existing customer these gifts will be sent out after 7 days.

In order to qualify for any of our free gifts you must:
- Not return the phone within the 7 day money back period.

Text Marketing Terms and Conditions

1. All text messages are to offer the option to ‘opt out’ of any further Text Marketing by responding with the word STOP at the end of the message.

2. Subscribers who request an opt out from receiving future text messages will have their number placed on a ‘Blacklist’ to ensure future Marketing messages are not sent to their number, Subscribers can of course opt to have their number removed from all our records by Contacting us on customerservice@fonehouse.co.uk but this will remove our ability to ‘Blacklist’ their number.

3. Any marketing offer whether made directly or implied are made with reasonable care Offers or orders will only be accepted or completed at the sole discretion of fonehouse Group Limited following certain identity, credit or other checks and if applicable approval from the relevant Mobile Phone Network . In expressing an interest in the offer or making an order the Subscriber agrees that we can use their personal information to carry out such checks.


Loyalty top up:


For each fully paid and successful top up of minimum value £5 from qualifying
fonehouse locations a loyalty card and/or stamp will be issued.
When 9 stamps have been collected on any single top up card for the same mobile
number, a free £5 top up will be issued to the bearer of that card when the fully
stamped card is returned to fonehouse. The redemption of the free top up does not qualify for a stamp.
The card remains the property of fonehouse at all times.
Fonehouse reserve the right to alter, amend and cancel the scheme without notice.
Fonehouse reverse the right to request proof of top up from a customer presenting a stamped card either for redemption or further stamps.
Cannot be used in conjunction with any other offers.
No cash alternative.
Not for resale.


Competitions:

By pressing on submit you agree to allow us to contact you by telephone or other electronic means of communication. This competition is open to entrants from the UK only. You must fill out the questionnaire to enter. 

No purchase necessary.


•         The competition will run as advertised
•         The prize will be as advertised
•         To qualify for the competition, individuals will need to fill in the competition entry form.
•         Only one entry per person
•         The draw for the winner will take place after the competition has finished.
•         The winner of the competition may need to visit a Fonehouse store (location to be decided by Fonehouse Group Ltd dependent on location and current activity) to pick up their prize.
•         The prize must be collected within 28 days of the winner being announced.
•         Winners must confirm/announce wining the prize on their facebook/twitter walls
•         The Prize cannot be exchanged for cash.
•         Fonehouse reserve the right to withdraw the competition or disqualify entrants for breach of the above terms.All text messages are to offer the option to ‘opt out’ of any further Text Marketing by responding with the word STOP at the end of the message.