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Our aim is that you will not be able to tell the difference between a new and refurbished device.
In the unlikely event we can’t send you a same model replacement, we'll offer you a different make, model or colour device with comparable features and functionality.
Otherwise, we'll charge a non-return fee (based on the value of the non-returned model) to the payment card used to pay your excess fee.
You're covered when you lend your device to family or friends and whenever you travel abroad – however long that's for.
We don't offer 'new for old' cover so any replacement device you receive may be refurbished to our standard using original equipment manufacturer parts.
Calls to other non-geographic numbers: Freephone calls starting 0800 or 0808 are free from mobiles. Calls to 070 numbers will cost you up to £2.50 a minute in the UK. If your use exceeds your monthly allowance you will be charged at the out-of-bundle rate of £2 a day for each day that you use data. For full terms and conditions visit virginmobile.com/legalstuff.
Pay Monthly SIM Only: 30-day minimum contract applies. Guaranteed next day replacement: Applies to all claims accepted before 6pm Sunday to Friday.As devices age they will fall in value and so from time to time we may adjust your excess fee downwards.