Terms & Conditions

Matalan mobile Terms & Conditions

1. Agreement
By using this website you agree to the terms and conditions as set out below.

2. Service Information
The network will provide their Services. It is however possible the quality or coverage may be affected from time to time.

3. Offers
All offers displayed on our website are subject to availability and may be changed or withdrawn with no prior notice.

4. Orders
Only orders received from persons over the age of 18 will be accepted.
All orders require a credit check and proof of identification prior to dispatch.
Matalan mobile cannot be held responsible for any credit check result, nor can it be held responsible for any delays caused by incorrect information supplied by you.
An email will be sent to you immediately after you have completed your online order. This email is to be treated only as an acknowledgement that your order has been placed, and not an acceptance of your order.
All sales require a credit or debit card. We accept payment by Visa, Mastercard, Delta, AMEX, Maestro or Switch. The card must be registered in the name and address of the person making the order.

5. Product availability
If for any reason the product you have ordered is out of stock, we will endeavour to contact you within 48 hours and inform you when the product will be available for dispatch.

5.1 Bulk Buy Policy
To ensure availability of all out products, customers may be limited to a maximum number of items. Orders for mobile phones are limited to 2 phones per household per day.

6. Privacy of Information
Any information that is collected by Matalan mobile is collected lawfully and in accordance with the Data Protection Act 1998. Matalan mobile does not sell any customers personal information to any organisation or third party. However customer information may be passed onto the mobile phone networks for the purpose of processing orders placed with us. We may from time to time contact you or send you information via e-mail regarding other products or services available from Matalan mobile. If you wish to unsubscribe from our mailing list, simply send an email to customercare@matalanmobile.co.uk with 'unsubscribe' as the subject line.

If you require any further information regarding the Privacy of Information policy please e-mail privacy@matalanmobile.co.uk

7. Deliveries
Delivery is free on orders to all address locations within mainland UK.
We aim to ensure all purchases ordered before 2pm will arrive by free next day recorded or registered delivery, with the exception of weekends and bank holidays.
This is however subject to the successful completion of your credit check, verification of your order, payment details and stock availability.
If some of the above criteria are not met you will be notified and if still applicable, we will keep you informed of the new estimated delivery date.
Matalan mobile will not be held responsible for any delays in delivery that are out of our control.

IMPORTANT: For security reasons Matalan mobile cannot deliver to any address other than your registered home address. By placing an order you are authorising us to accept signature from another person on your behalf if you are not present at the time of delivery.
It is of the utmost importance that the information you provide online regarding any personal details are correct. Matalan mobile cannot be held responsible for any items lost or stolen as a result of incorrect delivery details being submitted.

8. Returns
Cancellations policy (7 days)

We hope you are totally satisfied with the products you have purchased from Matalan mobile
Under the Consumer Protection (Direct Selling) Regulations 2000 you are entitled to cancel your agreement within 7 working days of receiving your purchase.
So in the unlikely event you are not satisfied with any aspect of your purchase it is very important to act immediately and follow the procedure below:

PLEASE NOTE: We CANNOT accept the return of a handset if it has been used. This includes making or receiving calls, text messages or downloads from the network.
Should you have ported a previous mobile number to your new contract you will also be unable to cancel or return your handset.

To ensure that you can start to benefit from the package straightaway, your phone will be sent out to you connected. The day that royal mail delivers/attempts to deliver the handset to you is classed as day one. When the handset is delivered to you by Royal Mail you must ensure that you sign for the package. If you wish to return your phone within this period, it must be returned with all the free gifts/accessories etc associated with the handset, in perfect condition and in the original packaging.

BEFORE returning your handset you must email Customer Care at customercare@matalanmobile.com in order to obtain an authorisation code. You will then be advised of the address to return your handset to.

Please Note: If you return a handset for any reason without obtaining an authorisation code from Customer Care, a £25.00 administration charge will be applied to your credit/debit card. Failure to return your handset, or in the unlikely event that cancel your contract with the network, or be disconnected at anytime. Matalan mobile reserves the right to charge the full price of the handset, all disconnection charges and the value of the vouchers that you have been issued.

Once you have re-packaged the items you must post them by Royal Mail Special Delivery (you will need to visit your local post office for this service) to the address given to you by Customer Care. Please be aware that you will need to pay the full cost of returning the items by Special Delivery to Matalan mobile. We only allow mobile phones to be returned to us by Royal Mail Special Delivery because you will be covered by comprehensive insurance whilst the phone is in transit.

Please be aware if you use any other means of transit other than Royal Mail Special Delivery, and the phone is subsequently lost or stolen, you hereby irrevocably agree to pay Matalan mobile the retail price of the goods and you authorise us to take this amount from your credit or debit card or through such other means as be may required. This charge will also apply if the goods are not returned to Matalan mobile in the same condition as you received them, or if any of the goods are missing.

Once we have received all the necessary items we will then proceed to cancel the account for you. We are unable to process any returns, refunds or cancellation of contracts until the goods have been received and checked in at our warehouse. If the goods fail to be returned to Matalan mobile within the 7 working day period and without prior notification via the procedure as set out above, you will still be responsible for the cost of the phone and payment of monthly line rental on mobile phone contracts. Matalan mobile cannot be held responsible for items received outside of the 7 day period.

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

If you cancel your agreement before your order is received, but has already been dispatched by Matalan mobile, you must not unpack the goods once received.

9. Faults/Replacement Policy
For 3 customers only:

IIf your phone develops a fault within the first 11 days we will be able to arrange a replacement for you. Before returning your handset you must email Customer Care at customercare@matalanmobile.com in order to obtain authorisation and a reference number. You will then be advised of the address to return your handset to. Once you have done this you must return your phone in all its original packaging ensuring that the phone is in pristine condition along with the original items as below:

Phone Book manual
Battery
Mains Charger
Data Cable

For Vodafone, Orange, and T-Mobile customers only:

If your phone develops a fault within the first 11 days we will be able to arrange a replacement for you. Before returning your handset you must email Customer Care at customercare@matalanmobile.com in order to obtain authorisation and a reference number. You will then be advised of the address to return your handset to. Once you have done this you must return your phone in all its original packaging ensuring that the phone is in pristine condition along with the original items as below:

Phone Book manual
Battery
Mains Charger
Data Cable

PLEASE RETAIN THE SIM CARD AND ACCESSORIES.
Once you have re-packaged the items you must post them by Royal Mail Special Delivery (you will need to visit your local post office for this service) to the address given to you by Customer Care.
We only allow mobile phones to be returned to us via Royal Mail Special Delivery because you will be covered by comprehensive insurance whilst the phone is in transit.
Please be aware if you use any other means of transit other than Royal Mail Special Delivery, and the phone is subsequently lost or stolen Matalan mobile will not be held responsible.
Once we have received the faulty phone, we will contact you to arrange delivery of a replacement phone.
Please note that your replacement phone will be a like for like handset. In the event of a stock shortage or a discontinued product, we reserve the right to suggest and supply an alternative handset with similar features.
If your phone develops a fault after the initial 11/25 day periods outlined above, you are entitled to a free repair as all mobile phones provided by Matalan mobile are covered by a full 12 months manufacturer's warranty. Provided the handset is within the standard warranty, you will need to contact the manufacturer directly; please see the contact information below:

PLEASE NOTE: Not all faults are covered by the manufacturer’s warranty such as accidental damage or damage caused by changes in temperature.
We cannot unfortunately arrange for a replacement where a fault has come about due to accidental damage.

10. Contracts
All monthly price plans are subject to 12, 18 or 24 month airtime contracts unless otherwise stated. By purchasing a mobile phone from Matalan mobile you are accepting the terms and conditions of the network provider; these conditions can be viewed by clicking the relative link.

3 t&c’s
T-Mobile t&c’s
Orange t&c’s

11. Changing Price Plan
If you are a new or upgrading customer, you acknowledge and agree that you will not downgrade your contract to a lower price plan for the duration of the contract.

12. Matalan Vouchers
Many of our deals entitle you to receive Matalan Vouchers which are redeemable in store.
The Vouchers will be sent to your billing address automatically 60 days after connection provided that your airtime contract is still connected, all airtime bills have been paid on time by direct debit and your account is up to date in that there have been no delayed or defaulted payments.

13. Direct Debit
Direct Debit Guarantee
The Direct debit guarantee is offered by all banks and Building Societies who take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Building Society. If the amounts to be paid or the payment dates change, the network will notify you in 5 working days in advance of your account being debited or as otherwise agreed.
Please be advised that Matalan mobile cannot be held responsible for the inaccuracy of any Direct Debit details provided by you. It is the customer’s responsibility to ensure all Direct Debit details are correctly set up with your network supplier.

14. Billing & Inclusive minute queries
All your mobile phone bills are sent directly from your network provider. We do not have access to them and are therefore unable to advise you on any billing queries you may have.
We recommend you contact your network directly.
Useful numbers:
3 customer services 08707 330 333 or dial '333' from your handset
T-Mobile customer services: 0845 412 5000 or dial '150' from your handset.
Orange customer services: 07973 100 150 or dial '150' from your handset.

15. Pricing
Unless otherwise indicated, all prices include VAT.

16. Insurance
Through Fonesure we are able to offer all our customers one month insurance totally free of charge. The insurance covers against theft and accidental damage (including water damage). If you decide to continue after the free period there will be a charge of £5.99 per month which will be collected monthly by Direct Debit from your bank account. Such payments will continue by periods of one month upon receipt of your monthly premiums. You can cancel your Direct Debit at any time. The insurance is optional and not a requirement of your mobile phone purchase.
The insurance terms and conditions can be viewed by clicking on the link below.

17. Manufacturers Warranty
All handsets purchased from Matalan mobile are covered by a full manufacturer’s warranty. This means you are entitled to a free repair of any fault, or if not repairable you are entitled to a free replacement. A list of manufacturers and their contact details can be found at the bottom of this page.

18. Copyright
All aspects of this website are subject to copyright.

19. Website Accuracy
Matalan mobile is updated daily to ensure the information displayed on our site is as accurate as possible.
However, we cannot guarantee the accuracy of the information supplied, especially certain features which may change without prior notice such as tariffs, call charges, special offers and promotions.

20. Important Information

Matalan mobile is part of Ashraf Holdings Limited, and is one of the largest connectors of mobile phones in the UK.

Our Contact Details

Email: customercare@matalanmobile.co.uk

Further information

Address: Webmaster Matalan mobile, Duplex 4, Ducie House, 37 Ducie Street, Manchester, M1 2JW.

Registered in England No: 5160637

VAT registration: 837 977 952