Vodafone's 30-day network satisfaction guarantee: how it used to work

What was Vodafone’s Network Satisfaction Guarantee?

In a nutshell, it was essentially an extended returns period on most of their Pay Monthly and Pay As You Go products.

But instead of the usual 14 days you'd get from every other mobile network, it gave you 30 days to decide if you’re fully happy with your new service or not.

And if weren't fully satisfied, you were able to return your product to Vodafone with no questions asked, within 30 days of purchasing it.

It was designed to take the pressure out of switching to a new mobile network and to tempt more people to join Vodafone. It's important to understand they no longer offer it though!

What wasn't covered by the Network Satisfaction Guarantee?

Vodafone's satisfaction guarantee used to cover any product or service that they supplied themselves butnever covered third party items.

That means things like downloads, software, music or games that have been unsealed downloaded or used.

It also didn't cover you if you ordered through any other third party retailer like Carphone Warehouse (so you had to order direct from Vodafone's official website if you wanted it).

Also not covered were any services supplied by another provider but charged to your Vodafone bill, including entertainment subscriptions you're paying for yourself (see charge-to-bill examples here if you're not sure what these could be).

Useful link: Read new returns policy conditions in full in Vodafone's legal stuff section.

What reasons could you give for wanting to leave Vodafone within 30 days?

While their guarantee was marketed as being an opportunity to try out their network, that didn't mean the reasons for returning a product to Vodafone had to be limited to things like coverage, poor signal, slow download speeds.

The satisfaction guarantee actually covered any reason you may have for changing your mind and deciding Vodafone wasn’t right for you. You were also under no pressure to explain to someone why you wanted to quit.

So whether you don't like the phone you'd taken, had found a better deal elsewhere, or just suddenly decided you didn't like red, you could cancel your services with "no questions asked".

Was it just for new customers or did existing customers get it too?

Although the satisfaction guarantee was mainly aimed at people switching to Vodafone from other providers, if you were already with them you were also able to benefit from it too.

When you upgraded to a new Pay Monthly phone, or moved from Pay As You Go to a Pay Monthly SIM only contract, you qualified for exactly the same rights to the guarantee as a new Vodafone customer.

That took the stress of taking a new phone or new SIM only contract in case you decide it's not for you after all.

Useful link: Existing Vodafone customer? Manage your upgrade now

Did Vodafone ever refuse to accept a returned product?

The wording of their terms and conditions around the 30-day returns policy were clear that there are no reasons that Vodafone wouldn't accept for wanting to cancel your deal but you did need to be careful around how you returned the product.

They were quite clear that you needed to return phones in an unused condition, in their original undamaged packaging and that you needed to send back any free gifts or accessories that came with the product.

But as long you were careful to do all that, there was no good reason Vodafone wouldn’t accept your return.

Useful link: See all Vodafone's returns conditions

Why did Vodafone offer a 30 days returns policy?

The mobile phone industry is very competitive and there a lots of providers trying to get your custom.

Their Network Satisfaction Guarantee was one way of helping Vodafone stand out in a busy market place.

If you want to know more about joining Vodafone, we've put together a full review of their coverage, network, deals and service to help you make up your mind.

Useful link: Read our full Vodafone review for pros and cons of joining them.