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Purple Direct & Three’s Returns, Exchange & Cancellation Policy

Purple Direct is a Trading Style of S.C.S Network Services Ltd – Monometer House, Rectory Grove, Leigh-on-Sea, Essex. SS9 2HL. Company Registration Number: 03743596

Does this policy apply to you?

This policy applies if you’re a Three customer (including our Three business customers) who joined or upgraded from 30 January 2023

  • IMPORTANT NOTE: You MUST complete the cancellation form and return it to returns@purpledirect.co.uk. We will confirm receipt. If you do not receive a confirmation your email has not been received.

Our Returns, Exchange and Cancellation Policy

We always hope you’re happy with your services and any new purchase but just in case you’re not, we’ve set outbelow when you can change your mind, including by returning or exchanging any equipment. This will depend on what you’ve purchased, where you placed your order, and if you purchased directly from Three or another retailer.

Airtime and SIM plans

Where did you place your order? Can you change your mind?
 

 

Online at purpledirect.co.uk

 

 

 Yes, within 14 days from the later of:

 

1.    The date of your order;

2.    Confirmation in writing of your terms and conditions; or

3.    Delivery of your SIM.

 

This is known as your ‘Cooling-off Period’.

 

If you have connected to Three and used any of our services, then we may charge you for these. Please remember that it can take up to 3 months for some international and premium rate services to be applied to your bill.
Can you make a return or exchange?
Yes, within 14 days of receiving your purchase, unless you purchased a Home Broadband or Business Broadband plan, in which case you have 30 days’ from receiving your Hub to return orexchange it or cancel the Home Broadband or Mobile Broadband services. This is known as your ‘Cooling-off Period’ .

 

Important Things to Note when using our 14-days returns policy

  • You MUST complete the cancellation form and return it to returns@purpledirect.co.uk. We will confirm receipt. If you do not receive a confirmation your email has not been received.
  • You’re allowed to do what is reasonable and use your SIM card

 

  • You’ll need to pay a proportionate amount for any services received up to the date you cancel (e.g. a pro-rata amount of your monthly charge) and will be charged for any Three Services you use (e.g., for any calls, texts ordata used). It can take up to 3 months for some international and premium rate services to be applied to your

 

Important Things to Note for customers when using our 30-days returns policy for Home Broadband or Business Broadband

  • You’re allowed to do what is reasonable and turn on and use your Device to inspect it and to make sure you’ve received what you thought you were buying and that it

works as expected, but if there’s any damage, or it’s used beyond what’s reasonable, we have the right to charge you for any loss in value to the goods as a result of your use or damage.

  • You’ll also be charged a proportionate amount for any services received up to the date you cancel (e.g. a pro-rata amount of your monthly charge)) and for any data you use.

 

  • We realise mistakes happen, so take care when returning our Device to If you send us the wrong Device, or don’t return your Device at all, we won’t be able to process your request and you’ll continue to be charged in accordance with your agreement with us.

 

  • If you have received a discount on Three Services, other services, equipment or accessories from us which was conditional on purchasing Home Broadband or Business Broadband and you cancel that conditional order during your Cooling-off Period but keep the discounted Three Services, other services, equipment or accessories, youwill no longer be eligible for that discount and will be required to pay us the difference between the discounted price and the full standard price for the Three Services, other services, equipment or accessories.

 

  • If you change your mind after the 30 day Cooling-off Period, you will need to give us 30 days’ notice and pay an early Cancellation Fee as set out in our Terms & Conditions at Three.co.uk/terms
  • If you fail to return the Broadband Equipment as required in our Home Broadband or Business Broadband Termsand Conditions (as applicable), whether inside or outside of the 30 days returns period, you will have to pay a non-return charge. For more information about these charges please see the relevant terms at Three.co.uk/terms

Faulty Products – what to do if your Equipment or Services are faulty

  • If a fault occurs in the first 30 days of purchase, please email hello@purpledirect.co.uk. If after testing a fault is found you will have the option of a repair, replacement or a return and
  • After 30 days you will be entitled to a Where covered under the

manufacturer’s warranty there won’t be a charge. Find out more email hello@purpledirect.co.uk

One final point to note:

If you’re a consumer, these policies will not affect your statutory rights, which cannot be excluded. For more information on your statutory rights, please contact your local authority Trading Standards Department or Citizens Advice Bureau.

Cancellation Form

Only fill out this form if you want to withdraw from your agreement with Three during the Cooling-off Period.

For purchases of Home Broadband or Business Broadband made in a Three Store please visit a Three Store where store colleagues will be able to assist you with your return.

Cancellation FORM
Fill in this form

 

Email it to: returns@purpledirect.co.uk

Please complete the Cancellation Form IN FULL below and include your Three phone number (where you have one).

Once we’ve received the form we’ll process your request and contact you about next steps, but it may take a few working days before you hear back from us. Don’t forget you may be charged for any Services you use before we process your cancellation.
I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goodsand/or for the supply of the following service(s):
Date
Full name (First & Surname)
Address & Postcode
THREE Mobile number
Contact number
Email Address
Reason for cancellation *
* Optional  information