Return Policy – Sky Contract Services

Effective Date: 11 June 2025
Last Updated: 11 June 2025

At Sky Contract Services, we want every customer to be confident in their purchase. This Return Policy outlines your rights and our procedures for returning mobile phones, SIM cards, and other products purchased through our platform.

This policy is governed by the Consumer Contracts Regulations 2013 and applies to both handset-inclusive plans and SIM-only agreements.

Eligibility for Returns

You may be eligible to return your product if:

You request a return within 14 calendar days from the date of delivery or activation (whichever comes first)
The product is unused, undamaged, and in its original packaging
All accessories, chargers, manuals, and inserts are included

Returns outside the 14-day period will only be accepted if the product is faulty and within warranty.

How to Request a Return

To initiate a return, please contact our support team:

Sky Contract Services
Email: contact@skycontractservices.com

You will be issued a Return Authorisation Number (RAN) and provided with instructions on how and where to return the item. Returns without a valid RAN may be rejected.

Returning a Handset

Devices must be returned:

In “as new” condition with no damage or user-applied modifications
With all original accessories and packaging
Within 7 days of receiving your RAN

We recommend using a tracked and insured delivery service. You are responsible for return shipping costs unless the item is faulty or sent in error.

Returning a SIM Card

SIM-only plans may be cancelled within the 14-day period, and the SIM must not have been used significantly (i.e. beyond basic setup). If usage exceeds reasonable limits, we may deduct charges for usage before processing a refund or cancellation.

Faulty or Damaged Items

If you receive a faulty device or SIM, please report it to us within 7 days of delivery. We will arrange for a repair, replacement, or refund depending on the issue.

Devices with manufacturer faults after 7 days are subject to warranty terms (typically 12 months). We will assist in coordinating with the manufacturer where applicable.

Refunds

Once the returned item is received and inspected, we will confirm whether a refund is approved.

If approved:

Refunds will be issued to the original payment method within 7–14 working days
For handset-inclusive contracts, refunds may exclude charges for usage, delivery, or damages

Any contract linked to the return will be cancelled or adjusted accordingly.

Items Not Eligible for Return

The following are not eligible for return:

Devices that have been physically damaged or altered
Products returned outside the specified timeframes
Accessories not originally purchased from us
Services that have been fully performed (e.g., heavily used SIM-only plans)

Exchange Policy

We do not offer direct exchanges. If you wish to change to a different device or plan, you must cancel the original order (if eligible) and place a new application.

Questions or Concerns

If you have any questions about returns or your eligibility, please contact our customer care team. We’re here to help you resolve any issue promptly and fairly.