Returning your Y-Roam Device

We hope you will be very happy with any device you have purchased from us but, if not, this page explains how you can return items.

Please see our Terms and Conditions for details of circumstances in which you have a right to cancel your order.

 

Contact Us

If you cancel your order for any reason after products have been dispatched to you or you have received them, please contact us on 0808 164 2127 (Overseas +44151 305 7212) or email us at customerservices@y-roam.com to arrange returning the products to us. We will be able to send you a return label, if needed, or to arrange collection if you have a large order of products that would be too big to post.

 

Return Address

If you are returning products you must use a tracked delivery service, either via the Post Office or using a reputable commercial courier.  Y-Roam cannot accept responsibility for any goods lost in the post and will not be able to provide any refund unless it receives the products.

Please do not return anything without first contacting us via the telephone number or email address given above. Please do have your order number to hand and refer to it during any communication with us to enable us to identify you and aid us in serving you more efficiently.

 

Cost of Returns

We will pay the costs of return if the products are faulty or in the following circumstances:

(a)        If you are cancelling your order because we have told you of an upcoming change to the product or our Terms and Conditions;

(b)        We have made mistake in pricing or description;

(c)        There has been a delay in delivery of the product due to events outside our control; or

(d)        Because you have a legal right to cancel the order as a result of something Y-Roam has done wrong.

In all other circumstances (including where you are exercising your legal right to change your mind, if applicable) you must pay the costs of return.

 

If you are responsible for the costs of return and we are collecting the product from you, we will only charge you the direct cost to us of collection, which our customer service team can explain to you.

 

Refunds

If you return a product we will issue a refund by the method you used for payment as soon as possible and no later than fourteen (14) days after we have confirmed we will issue a refund.  However, we may make deductions from the refund where:

(a) there is a reduction in the value of the products caused by your handling them in a way which would not be permitted in a shop (and if we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount); or

(b) where you have purchased data, the full cost of any data bundle is chargeable in full once activated and  no refund of data charges will be available.

 

Please note that the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.  For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, ten we will only refund what you would have paid for the cheaper delivery option.