Terms-conditions

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Terms & conditions

1. About these terms and conditions

These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights. We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site (see date below). You will be asked to read and accept the terms and conditions each time you place an order, to ensure that you are familiar with the most current ones. We recommend that you print and keep a copy.

2. Our Contract

You will have an opportunity to check and correct any input errors in your order up until you click "Confirm" Submit Order. After you submit an order we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in our first e-mail (Order Receipt). We will then send a second email when we start to process your order (Order Processing). Please note that these e-mails are acknowledgements, not acceptance of your order.

Acceptance of your order and the creation of a legally binding contract between us will only occur when we send you an email confirming your order, usually the third e-mail, (Order Confirmation) which will contain details of how we will deliver your products to you. Alternatively we may decline all or part of your order for any reason, in which case our third email will tell you so.

When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks with Experian Limited or other agencies. In particular, we may pass your details to Experian for them to check against certain public and private databases. Experian may keep a record to use in future security checks. This helps to protect you and us against fraudulent transactions.

If you buy a product which requires an airtime agreement with a network, we will ask you to fill in an online application form to provide the information that the network needs to process your application. We will forward that information to the network by telephone, fax or email. They will then use it to process your purchase, including carrying out credit checks.

We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.

3. Prices and Payment

All prices and charges on this site are in UK pounds. They include any VAT payable and FREE standard delivery. Premium delivery services may be offered for an extra charge. The total cost of your order will be the total price of the products and services you order, which will be set out clearly in your Shopping Basket before you submit your order.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative. Our Free Gift promotions such as "Free PSP" or "Free TV" are also subject to availability and prices subject to change before (but not after) we accept your order.

We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered before your order is dispatched, we will tell you and ask you whether you wish to continue with your order at the correct price or cancel. Where we cancel your order we will give you a full refund of any sums paid before cancellation.

Images are for display purposes only and whilst we do our best to ensure that these accurately represent the product which is available to purchase, we can only guarantee the colour if the colour is in the title, e.g. Motorola V3 Black, Samsung E530 Amber.

4. Payment

We accept payment by most major credit and debit cards. Payment is deducted when we process your order.

5. Restrictions - Age requirements and limits on orders

If you order a product with a minimum age requirement, by ordering you confirm that you are of the required age.

Purchases of more than two pay as you go mobiles require our prior approval; otherwise we may cancel your order without penalty at anytime. To obtain approval, or if you encounter a problem, call 0870 060 3587

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Delivery Policy

1. Delivery

Here at The Link we offer FREE standard delivery on all orders*. Alternatively, you may have the opportunity to choose a premium delivery service for a small extra charge. Please note, whilst we do everything we can to meet delivery times, due to high order volumes at peak times, delays may occur.

* Certain products and accessories (such as Satellite Navigation Systems) are excluded from our free delivery offer, Standard Delivery for these products varies depending on the product. Please see the product page for our current delivery charge. Prices for premium delivery are unaffected.

2. Where we deliver

Delivery must be to an address in the United Kingdom (this excludes the Channel Islands). All deliveries must be signed for. Please make sure you keep the delivery documents enclosed with your goods.

3. Premium delivery times

If you choose to pay a small extra charge for a premium delivery service, your product will be delivered on the date and during any time slot specified. All deliveries must be signed for.

4. Standard delivery times

We aim to deliver all standard delivery orders next working day*

Delivery times are calculated in working days - i.e. Monday to Friday inclusive (but excluding Bank Holidays). If you order before 3.00pm, the next working day will be considered the first working day. Orders placed at week ends or Bank Holidays will be treated as having been placed on the next working day for delivery purposes, as will those placed on the day before an extended Bank Holiday Weekend (for example, the Thursday before Easter) will be delivered on Wednesday of the following week.

Orders placed before 3pm on..... Mon Tue Wed Thu
Fri Sat Sun
Are expected to be delivered on.... Tue
Wed Thu Fri Mon Tue Tue

*Pay Monthly Contract orders are subject to status and further network credit checks so we advise delivery may take up to 48 Hours

There are some exceptions where your order might be delayed :

5. Pay monthly mobiles

Your order is subject to a credit check with the airtime provider. If the airtime provider needs to complete further checks then your order may be delayed while this happens.

6. Christmas and sales periods

Xmas Delivery – please note last order date for Xmas delivery is 12pm (noon) on Friday 21st December. Pay Monthly Contract orders that include free gifts that you intend to give as Xmas presents please order by 3pm Tuesday 18th December to avoid disappointment. Please note 24th December (Xmas eve) is a normal working day for our couriers.

7. Remote areas

Please allow extra time for delivery to any UK address situated outside mainland UK (such as the Scottish islands) and the Scottish Highlands

IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed. We will attempt to telephone or email you if we become aware of an unexpected delay. 

8. How we deliver

We use different delivery methods depending on the value of the product. All mobile phone orders are delivered by courier or Royal Mail Special Delivery (RMSD). We will notify you which delivery method we will use when we send your Order Confirmation e-mail.

All courier and RMSD deliveries must be signed for. If you are out when the delivery arrives, the courier or post-man will leave a card with a contact number for you to call, or with RMSD, details of the local Post Office.

If your order includes more products than fit into one box, the delivery will arrive in separate boxes, possibly on separate days.

9. Tracking your order

You can track the progress of your order by going to "My Account" and logging in, or by calling 0870 060 3587.

10. Tracking your delivery

If your order is being delivered by courier, our Order Confirmation email will contain a link to the courier’s website and a parcel number, so that you can use it to track your order right to your door.

11. Missing, damaged or incorrect orders

We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check whether they may be being delivered separately (see "How we deliver", above) and whether they have been dispatched (see "Tracking your order" and "Tracking your delivery", above). If you have not received your goods within 48 hours of receiving our third email (confirming acceptance of your order), please track your order using the link shown above, or alternatively call us on 0870 060 3587. In the unlikely event that your product arrives damaged, faulty or incomplete, please contact us on 0870 060 3587 within 24 hours of receiving the goods and do not use them.

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Refunds & returns policy

1. About this refunds and returns policy

Please note that this Refunds and Returns policy only applies to transactions made through The Link website.

2. Cancellations and returns

If for any reason you wish to return a product for either cancellation or exchange please contact our Customer Team on 0870 060 3587 to obtain a Returns Authorisation number. If you fail to obtain a returns authorisation number your return may be subject to delays, or even refused.

You can cancel your purchase at any time either before or up to 7 working days* following the day of delivery by calling 0870 060 3587 - please have your order reference number and delivery details to hand. Please switch off your phone and do not use it once you have notified us that you wish to cancel your contract with us. * A “working day” means Monday to Friday but excludes public holidays.

After the 7 working day period referred to above has expired you will lose the right to cancel your purchase unless the product is faulty. Any contract for services (such as a mobile phone subscription agreement) will be deemed to have commenced on the date we connect your phone to the network.

To return a cancelled product to us, please ensure your product is complete, unused and in "as new" condition (e.g. if you have opened the box to examine the product you must have done so taking care not to damage or mark the product or packaging in any way. You must not remove any protective film covering any part of the product or break the seal on any software or memory cards etc). It should be returned with the original box, packing and accessories. Any "Free Gifts" received with the product must also be returned.

If you decide to cancel your purchase of a Pay Monthly contract mobile phone, we will arrange for a courier to collect the handset when you call to notify us of the return. For all other products, our staff will advise if the goods can be returned and where to send them. We recommend that all products be returned using a delivery service that will insure the goods (such as Royal Mail Special Delivery). We will not accept liability for any goods lost or damaged in transit. We will not cover the cost of postage and packaging for returning your product/s.

If you follow the above steps you will receive a full refund of the product price and any delivery charges paid. We will issue your refund as soon as we can and in any event within 30 days of you notifying us that you wish to cancel. Please be aware that once any refund is issued, it may take a few days for your bank/building society to process it and for it to show on your account.

We cannot cancel your purchase when :

  • there is a contract for services with the product and you have started using the services (this would include, for example, a contract mobile phone subscription)
  • the 7 working day cancellation period referred to above has expired
  • the seal has been broken on any memory cards or software including games
  • the goods were a special order to your specification

Whilst the goods remain in your possession, you must take reasonable care of them and not use them. Please note that if you have used your phone, you may remain liable to the Network Provider for the costs of any phone usage (such as calls made or text messages sent) prior to the collection date (please see your Network Provider’s terms and conditions for further details).

3. Return of faulty goods

The following are guidelines as to the service we offer you. Wherever possible we will respond to your individual circumstances based on what we believe is fair and proportionate given your situation.

4. 14-day faulty exchange

If your product develops a fault within 14 days after you have taken delivery, we will be happy to exchange it for a replacement. After 14 days, please follow the instructions below.

If you think your product is faulty please check our *Handset Troubleshooting guide or call our Customer Service Team on 0870 060 3587 (9am to 6pm Monday to Friday, Saturday 10am - 4pm). They will give you instructions on how to complete the exchange or, where applicable, how to arrange for your product to be repaired.

For a refund or exchange, please ensure that the product is :

  • in otherwise "as new" condition
  • Complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging)

Please contact the Customer Service Team on 0870 060 3587 (9am to 6pm Monday to Friday, 10am to 4pm on Saturdays). This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting goods for replacement or refund. Replacement goods are sent by standard delivery only - premium services are not available.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS, DETAILS OF WHICH ARE AVAILABLE FROM TRADING STANDARDS OR CONSUMER DIRECT.

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General Terms

1. This website

The Link is a registered trade mark of the Link Stores Limited and is licensed to DSG Retail Limited. We, our Group companies, our licensors and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.

You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.

2. General

These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

Your data protection rights are set out in our Privacy Policy.

Additional terms and conditions may apply for prize competitions, pre-release orders and our added value services and offers. If so, you will be alerted to them at the relevant juncture. These terms and conditions only cover The Link website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply.

This website is operated by DSG Retail Limited trading as the Link, Maylands Avenue, Hemel Hempstead, Hertfordshire, HP2 7TG, registered in England No.504877, VAT No: 226 659 933.

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