Once you have been given this reference you must re-package your phone ensuring that the phone is in pristine condition along with the original items (if originally supplied) as below:

Please ensure the package is then wrapped in brown paper (to conceal the contents as mobile phones are highly targeted items) and returned by Royal Mail Special Delivery (you will need to visit your local post office for this service) to the address below. Please note that you will bear the cost of returning the items.

The reason for using Royal Mail's Special Delivery service is that you are protected through their insurance should the phone go missing in the post. Any other method of return does not guarantee this and therefore is not acceptable. Please note: If you have used any other method and the phone is subsequently lost you will be liable for a charge of up to £250 to cover the cost of the lost/stolen phone.

Please note: We will make a charge for any items missing from the original box as follows:

Please note: You are liable for any calls made whilst the phone was in your possession. You will also be liable for a pro-rata line rental cost for the period of time that the phone was in your possession. The charges will be taken by direct debit directly by the relevant network operator.

Once we have received the item(s) and they are in pristine condition we will then proceed to cancel the account for you.