Terms & Conditions

  • General terms

    The following are the terms and conditions (called "the terms") for the supply of goods and services by Chitter Chatter Ltd. trading as Chitter Chatter. We may change the terms from time to time without notice. However, any changes will only apply to any orders received after the change.

    We intend to rely upon the terms. It is important that you read and understand the terms before ordering from Chitter Chatter. If there is any term that you do not understand please notify us before ordering from us.

    Chitter Chatter's unique offers will have specific terms which are applicable to each one and these will be explained or on our website at the relevant page.

    You must be over 18 to order any products from us. We only accept orders from you if you are resident in the United Kingdom. By ordering from us you confirm that you are over 18 and in the United Kingdom. Delivery can only be made to addresses in the United Kingdom.

  • Ordering from Chitter Chatter

    To purchase from us, you will need to use a credit, debit or charge card. If you order by our website, you will also need an e-mail address as we will use this to contact you. It is your responsibility to verify that your mailbox is in proper working order, and you must assume the risk of all consequences for transmission or operational failures.

    The images of the Goods and Promotional Products on our site are for illustration only. We cannot guarantee that your computer's display of the colours accurately reflect the colour of the Goods or the Promotional Products. Your Goods and Promotional Products and their packaging may vary slightly from those images. All Goods shown on our site are subject to availability.

    If you order insurance through us the insurance company will require a direct debit for any insurance premiums. We will arrange for this to be set up automatically for you and details will be confirmed to you by the insurer in writing soon after connection. If there is a change to the date, amount or frequency of your direct debit, you will be given 10 working days' notice before any money is debited from your account. You have the right to cancel the direct debit at any time. This guarantee is offered by all banks and building societies that take part in the direct debit scheme. However, you should be aware that your insurance may cease if you cancel a direct debit or request a refund.

  • Price

    If you order from our website the price will be the price quoted on the online order form. Occasionally we may make a mistake in the price quoted on our website or in an advertisement and if we have made such an error, then we will inform you of this as soon as we become aware of it and will tell you the correct price and ask you if you still wish to place a new order with us. If we have not heard back from you within 10 days, then we will assume that you did not want to place a new order and we will give you a full refund if you have already paid.

    We reserve the right to cancel the contract for purchase between us if one or more of the goods you ordered were listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your purchase in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

    By ordering from us, you agree that we are authorised to charge your credit, debit, charge card or pass your details to the agreed finance company with the amount shown on the online order form.

  • Delivery

    Any delivery charges will be explained on the website. We will deliver to the current address given by you at the time you place your order. You must be available to accept personal delivery and sign an acknowledgement of delivery. If the package appears damaged when it is delivered to you, we advise you not to accept delivery.

    We strongly recommend that, upon receipt, you inspect the phone. In the unlikely event that we deliver the wrong phone to you, or the phone or other goods are defective or damaged, please inform us as soon as reasonably possible.

    We will not be liable for any delays beyond our reasonable control. If you delay a delivery, our responsibility for everything other than damage due to our negligence will end on the date we agreed to deliver it.

    If we are unable to provide you with the phone you have ordered for reasons beyond our reasonable control, you will be contacted as soon as possible at which point you will be offered the choice of accepting a substitute phone or a complete refund of any sums that you have paid.

    If the item is in stock and ordered before 5.00 PM (Mon-Fri), we aim to dispatch the same day. Orders placed after 5.00pm Friday and 5:00 PM Monday, will be delivered on Tuesday. We use DPD, but in some cases delivery could take up to 5 working days. If you have not received your order within 5 working days, please feel free to contact our Customer Service Team: [email protected] Next day delivery service is available for UK Mainland only. Deliveries to the Scottish Highlands, Northern Ireland and other UK areas will take 2 days and no Saturday delivery service is available in these areas. Delivery to the Channel Islands is not available. Please note that deliveries to the Scottish Highlands, Ireland and the Isle of Man are not eligible for next day delivery.

  • Data Protection and Privacy Policy

    We at Chitter Chatter, value the trust you place in us. That is why we insist upon the highest standards for secure transactions and customer information privacy.

    Please read this Privacy Policy to learn about our information gathering and dissemination practices. It explains:

    • What personal information we collect?
      • Full Name
      • Date of birth
      • Email address
      • Mobile phone number
      • Home Telephone Number (if available)
      • Full Address details for the last 3 years
      • Credit card/debit card details
      • Bank account details

      When you use our website to order with us, you voluntarily provide us with this information:

      To make sure we follow your instructions correctly and to improve our service to you through training of our staff, we may monitor or record communications. We also identify your IP address to secure our website and identify any suspicious activity.

      While you can browse our Website without providing any details, activities such as placing an order, or registering for upcoming products we do require details from you.

    • Why we collect personal information?

      Our primary goal in doing so is to process your order request in a secure and efficient way and/or to send you promotions, special offers or news about upcoming products.

      More importantly, we may not always need all the above information, so we will only collect the personal information from you that we consider necessary for processing the type of product or service you order with us or subscribe to.

    • Why we share personal information and with whom?

      We share and disclose personal information to third parties to complete and process order(s) you place with us which will involve passing them on to relevant third parties such as credit reference agencies, currently we use Pay 360 Optimise, payment gateways, mobile phone networks, insurance companies, finance companies such as Klarna as well as third party logistic companies and couriers.

      We do this to help us and our partners to make credit decisions about you, to check your identity and to protect you from fraud. We may search our own files and the files of credit reference agencies who will record any credit searches on your file. The information will be used by other credit grantors for making credit decisions about you and the people with whom you are financially associated, for fraud prevention, money laundering prevention and occasionally for tracing debtors.

      If you breach any after sales agreement with us your personal data may be disclosed or passed to third parties to the extent necessary to assist recovery procedures.

      We will also pass on your personal details to mobile phone networks to enable them to set up direct debits and administer your airtime agreement. We may also carry out status checks. If you order your insurance through us, you give us permission to pass your data to relevant insurance companies.

      Under the General Data Protection Regulation (GDPR), we give you the opportunity to let us know through consent options whether you would like us and people to whom we pass your personal details to contact you by post, email, SMS and phone to recommend similar products and services and to help you renew your agreement. We will never sell your data to any third-party companies.

    • Security precautions.

      Our Website has stringent security measures in place to protect the loss, misuse, and alteration of the information under our control. Once your information is in our possession we adhere to strict security guidelines, protecting it against unauthorized access.

      Under General Data Protection Regulation (GDPR) you have the Right to be Forgotten, which means you can ask us to remove the personal information we hold about you.

      We do not disclose your personal information to the third parties for their marketing and advertising purposes.

    • Consent procedures we have in place and about “The Right to be Forgotten” policy.

      Before we start sharing personal information from you, we provide you with information about how we would use and share your information to complete your order with us. If you wish not to disclose your personal details with third party companies we work with, you can always decide to terminate your order journey.

      Under the General Data Protection Regulation (GDPR), any individual may write to the Data Protection Co-ordinator at the address below and request a copy of the information which we hold about them. If the details are inaccurate, you can ask us to amend them.

      You may request us to remove your personal information or stop using your data or contacting you in particular ways (other than as is necessary for the performance of our obligations under our agreement or as permitted by law) by contacting our Data Protection Controller. We may also disclose your personal information if we are required to do so by law for example to the Financial Conduct Authority and other regulatory and government agencies.

    • Advertisements from third party on Chitter Chatter

      We use third-party advertising companies to serve you with ads containing special offers and/or discount coupons when you visit our Website. These companies may use information (not including your name, address, email address, or telephone number) about your visits to this and other websites to provide advertisements about products, promotions and services of interest to you.

    • Our contact details

      Please contact us for any questions regarding this statement.

      The Data Protection Officer
      Chitter Chatter Ltd. T/A Chitter Chatter
      Britannia House
      Pier Road
      TW14 0TW
      Phone: 0208 185 7579
      Email: [email protected]

      Note: Our privacy policy is subject to change at any time without notice. To make sure you are aware of any changes, please review this policy periodically.

      If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

      You acknowledge and agree to be bound by the terms of our privacy policy.

  • Returns Policy

    If you wish to take advantage of our returns policy, it is your obligation to return the phone in question together with any accessories and other goods supplied at your own cost by special delivery. Our returns policy only applies to phones which have not been used and the packaging is undamaged.

    Our returns policy is in addition to any other rights you have and enables you to return the phone and other products we have sent you and end any associated airtime agreement. If you follow the processes outlined below:

    Contact our Returns team at [email protected] and obtain a returns authorisation number (RAN) Fill out a cancellation request form supplied by our customer services team. Ensure the Sim Card / Mobile Phone / Free gift has not been used (use signifies acceptance of your mobile phone).

    All products returned in their original packaging

    Contact us to arrange a return by the 14th day from receipt of the goods

    • The returned parcel must include:

      Returns number. Invoice (with transaction number / name and address).

      Product(s), charger, battery, manual and any other included accessories.

    The warehouse must receive the parcel back within 14 days of your notice to cancel.

    The phone and other goods must be returned in their original undamaged packaging. Unless we have provided you with a prepaid envelope or link to a prepaid service, you are responsible for the cost of returning the phone to us.

    Refunds (where applicable) will be credited to the card or payment method used for the original purchase after receipt of the returned equipment and satisfactory inspection by us. Please allow up to 14 days from date of receipt of the returned goods for the refund.

    Chitter Chatter reserve the right to issue a credit note instead of a full refund if you have simply changed your mind or purchased the wrong size or colour of phone.

    A deduction may also be made if the value of the goods has been reduced as a result of you handling the goods more than is necessary.

    If your handset develops a manufacturers fault within 30 days, we will exchange it for a new handset. You will need to call the Chitter Chatter customer service care line to arrange for an exchange. Once we have received your handset, we will assess the fault and call you on your preferred contact number. You must return the handset by Royal Mail special delivery.

    Please enclose a receipt of postage and we will gladly refund you the cost. Postage will not be refunded if no fault can be found, non-warrantable fault or if no receipt of postage is sent. An admin fee of £10 will be levied for the return of non-warrantable and no fault found phones which have not been repaired.

    Returning a faulty iPhone

    Apple themselves deal with any warrantable issues after 14 days of purchase. Please contact Apple directly who will exchange the handset.

    In order to arrange an exchange, simply contact Apple on 0800 107 6285 or visit Apple's website to book an appointment.

    If you have purchased a graded handset from us please contact us in the first instance to allow us to help you with your issue. Please do not call or go to an Apple store as Chitter Chatter take full responsibility for the warranty on these products.

  • Liability

    We will not be liable under our agreement with you for any loss or damage caused by us or our employees or agents in circumstances where i) there is no breach of a legal duty of care owed to you by us or by any of our employees or agents; ii) such loss or damage is not a reasonably foreseeable result of any such breach at the time we enter into our contract with you; iii) any increase in loss or damage results from breach by you of any of the terms.

    We are not responsible for indirect losses which happen as a side effect of the main loss or damage, and which are not reasonably foreseeable by you and us at the time we enter into our contract with you (such as loss of profits or loss of opportunity).

    As a consumer, you have certain rights by law regarding the return of defective goods and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. The terms do not affect those rights.

    We will not be liable in any way for technical or other problems that you may experience when using our website and we are not responsible for any loss or damage of any kind caused to your computer equipment from using our website.

  • Offer Terms

    All offers are valid only for the periods stated in the relevant advertisement or on the relevant web page.

    If any provision of the terms is unenforceable this will not stop the rest of the terms from being enforceable.

    Even if we do not exercise any of our rights on a particular occasion, that will not prevent us exercising those rights in the future.

    Each order placed by you will be treated as an offer to purchase the Goods and/or Services to which your order relates. The contract will only be completed when we dispatch the Goods/commence the provision of the Services (as applicable) or when we take any due payment from you (which includes debiting your payment method), whichever is the earlier. The “confirmation” stage of the checkout process sets out the final details of your order. An order will be placed when you press the “confirm order” button or a similar function. We will then send you an order acknowledgement email detailing the products you have ordered. This is not an order acceptance and will be followed by a second email which confirms your order has been accepted and is on its way – we usually send this on the next working day.

    The terms are governed by and construed in accordance with the laws of England and Wales. Each of us submits to the non-exclusive jurisdiction of the English Courts.

  • Provisions applicable to the use of our website

    The contents of our website are directed solely at those who access this site from the United Kingdom. Any products for sale on this site may only be purchased and delivered to persons within the United Kingdom. If you choose to access the website from outside the United Kingdom it is your responsibility to check that you comply with any relevant laws. We may decline access to our website to any person.

    We may revise the provisions applicable to the use of our website at any time by updating this posting. You should check our website from time to time to review the then current provisions, because they are binding on you.

    Chitter Chatter Ltd. is the owner of Chitter Chatter trademark and branding. All other trademarks, brand names, product names and titles and copyrights used in this site are trademarks, brand names, product names or copyrights of their respective holders. No permission is given by us in respect of the use of any of them and such use may constitute an infringement of the holder's rights.

    Limited License: You are permitted to print and download extracts from our website on the following basis: (i) no documents or related graphics on this website are modified in any way; (ii) no graphics on our website are used separately from accompanying text; and (iii) our copyright notice and this permission notice appear in all copies; (iv) you only do so for your own personal use and in connection with your use of the website as part of an ordinary relationship with us. Unless otherwise stated, the copyright and other intellectual property rights in all material on our website (including without limitation photographs and graphical images) are owned by us or our licensors. Any use of extracts from our website other than in accordance with the limited license above for any purpose is prohibited. If you breach any of the terms in this paragraph 11, your permission to use our website automatically terminates and you must immediately destroy any downloaded or printed extracts from our website.

    Other than by way of the limited license above, no part of our website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.

    Any rights not expressly granted in the terms are reserved.

    You may not link our website to any other website without our prior written consent. If we give any such consent, we can revoke it at any time.

    We provide our website on an 'as is' basis and make no representations or warranties of any kind with respect to our site, its contents or its accessibility and disclaim all such representations and warranties. In addition, we make no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this site. For example, specifications of phones are obtained from the phone manufacturer. The information contained in this site may contain technical inaccuracies or typographical errors. All our liability for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

    We will not be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

    Notwithstanding the above, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other rights which may not be excluded nor in any way to exclude or limit our liability to you for death or personal injury resulting from our negligence or that of our employees or agents.

  • Cancellation under Distance Selling Regulations

    If you are a consumer, in addition to the benefit of our returns policy you also have certain cancellation rights under Distance Selling laws and paragraph 7 applies.

    You have the right to cancel within 14 calendar days of receipt of your delivery, you will then have a further 14 days to return the handset.

    You must return the handset in pristine condition and in its original and undamaged packaging.

    If you cancel your purchase before you have received the goods, but we have already processed the goods for delivery you must not unpack the goods when they are received by you. If you cancel your purchase after receipt of the goods once you have cancelled you must not use the goods and you must keep them in their original packaging.

    You must take reasonable care of the goods.


    If you cancel, you must return the goods to us at your own risk and cost. You should follow the Returns Procedure enclosed with your phone.

    Once you have notified us of your cancellation then any sums paid by you will be reimbursed within 30 days (other than our costs if we have to recover the goods from you). If you cancel under this paragraph and have not returned the goods to us within 14 calendar days (the 1st day being the day after receipt) of cancellation or when requested, you must make the goods available for collection by us at your cost. We can recover the costs of recovering the goods from you if you do not return them to us.

  • Insurance

    The chances of a stolen mobile phone being returned to its owner are less than 1%.

    Current phone models can cost over £700 to replace

    A brand-new handset is more likely to be stolen.

    Mobile phone theft is Britain's costliest form of crime.

    Many household policies do not cover your mobile phone for theft and damage outside your home.

    Household policies also tend to have large excesses and increases in premium if you claim.


    Repairs can be expensive and in many cases as much as a new phone. Mobile phones damaged by water or fluid often cannot be repaired - and are not covered by the manufacturer’s warranty.

    Misuse of airtime

    If your phone is stolen and the thief uses it before disconnection the insurers will cover the cost of the unauthorised calls made up to £1000 providing you notify us of the theft within 24 hours.

    Extended warranty

    If your phone breaks down after the manufacturer’s warranty the insurance will also cover you for the cost of repair including parts. The cost of repairing your phone could be more than the phone is worth.

    International Cover

    Worldwide trips of up to 90 days are also covered by the insurers at no additional cost.

    Repairs and replacement

    If your phone is stolen you will receive the same model of phone subject to availability, if unavailable a replacement with similar features and functions will be supplied. If your phone is damaged or breaks down and is beyond economic repair you will receive a new model of phone subject to availability (please note iPhones may be remanufactured handsets), if unavailable a replacement with similar features and functions will be supplied.

This document is a summary of cover highlighting the main features and benefits as well as the general conditions and exclusions of this policy. Full terms and conditions can be found in the policy wording, which is contained in the Schedule of Insurance. This will provide specific details of your policy and the cover(s) you have selected. Please take some time to read the policy documents when you receive them. It is important that you tell us as soon as possible if any of the information is incorrect.

What is this type of Insurance?

This is a Mobile Phone Insurance and the cover will reimburse the policy holder for costs incurred should there be damage, breakdown, misuse of airtime or if the mobile phone is stolen.

What is insured?

  • Theft
  • Accidental Damage
  • Extended Warranty
  • Misuse of Airtime up to a value of £1000
  • Worldwide cover up to 90 days per annum
  • Immediate family members using the handset

What is not insured?

  • Loss
  • Theft or Accidental Damage whilst left in an unattended motor vehicle unless concealed from view & vehicle is properly fastened.
  • Theft or Accidental; Damage whilst left on any motor vehicle roof, bonnet or boot.
  • Theft or Accidental Damage from any property unless there is forced and violent entry or exit.
  • Theft when left unattended away from your home.
  • Some instances of Theft where the phone is not within your sight at all times and out of your arms-length reach.
  • An Excess, as detailed in your Schedule of Insurance.
  • Accidental Damage or Breakdown through negligence, abuse or misuse including where placed into a washing machine.
  • Any claim where you are outside of the UK for a period longer than 90 days.

Are there any restrictions on cover?

  • The maximum number of claims that may be made where the handset is a total loss (stolen or damaged beyond repair) is two.
  • If you make a claim within the first 12 months you have to keep cover in force for a minimum of 12 months.

Where am I covered?

Cover is offered for your Mobile Phone, Worldwide, for periods of no longer than 90 days in any 12 month period.

What are my obligations?

You must provide full and accurate information to all questions asked. Your answers must be true to the best of your knowledge and belief. Your answers will form part of the statement of facts on which your policy will be based. If you become aware that information you have given us is inaccurate or has changed, you must inform us as soon as possible. Failure to do this may invalidate your policy and claims may not be paid.

When and how do I pay?

Premiums include Insurance Premium Tax and are collected by monthly direct debit. The premium is separate from the cost of purchasing your mobile phone or paying for your airtime.

When does the cover start and end?

Your cover will start on the date stated in your Schedule of Insurance. The policy last indefinitely. If the policy lasts for more than one year, we will contact you prior to your annual anniversary date to remind you to review and update your cover, so that it remains adequate for your needs.

How do I cancel the contract?

If you decide that for any reason, this policy does not meet your insurance needs, you have the right to cancel this policy within 14 days of the start of the cover by providing written notice to Warranty & Creditor Services, 6 Faraday Office Park, Rankine Road, Basingstoke RG24 8QB or emailing at [email protected] Thereafter you may cancel the insurance cover at any time by informing the Administrator however no refund of premium will be payable. If you do not exercise your right to cancel this policy will continue in force indefinitely until termination by you or the Underwriters.