topic Re: Cancellation of contract and return phone in Archived Posts

Cancellation of contract and return phone

Mumof3 — Fri, 01 Jan 2021 08:47:29 GMT

I recently took out a contract and have since realised it is not suitable. I have attempted to contact EE and have rang the store i got it from to be told i couldn't cancel in store i had to phone (vicious circle) sent an email too was told to try store. It is 14 days today that contract was taken out. Can someone please help. The phone hasn't been used no data just took it out of box

Thanks

Re: Cancellation of contract and return phone

Christopher_G — Fri, 01 Jan 2021 09:42:26 GMT

Hi @Mumof3

Welcome to the community.

Did you take the contract out in-store, over the phone or through the website?

Chris

Re: Cancellation of contract and return phone

Mumof3 — Fri, 01 Jan 2021 09:53:24 GMT

I took the contract out in store.

Re: Cancellation of contract and return phone

Christopher_G — Fri, 01 Jan 2021 09:56:20 GMT

OK thank you, @Mumof3

What is the reason that it isn't suitable?

Chris

Re: Cancellation of contract and return phone

BrendonH — Fri, 01 Jan 2021 10:11:49 GMT

There is no change of mind policy from buying in store.

The 14 day period only covers online or phone orders

Re: Cancellation of contract and return phone

Mumof3 — Fri, 01 Jan 2021 10:14:32 GMT

An unwanted gift and the phone does not meet the needs due to terrible wifi and zero phone signal. Presumably this is a valid reason for return?

Thanks

Re: Cancellation of contract and return phone

Christopher_G — Fri, 01 Jan 2021 10:17:59 GMT

As @BrendonH said, there isn't a 14 day cooling off period for contracts taken out in-store, @Mumof3

If you're having problems with phone signal, our Technical Support team will be able to investigate why that is and run through some diagnostics with you.

Chris

Re: Cancellation of contract and return phone

Mumof3 — Fri, 01 Jan 2021 11:04:33 GMT

I don't understand why you could cancel if bought online but not if you went to shop 😕 this makes no sense to me.

Thank you for your responses

Re: Cancellation of contract and return phone

Chris_B — Fri, 01 Jan 2021 11:20:19 GMT

@Mumof3 With online/phone sales you can not see the device so you have by law a 14 day cooling of period. Store sales the device is in front of you. If there is an issue with the device you have 12 days to go back to the store to report this and the store should exchange the device for a different device of the same type.

you say no phone signal, have you put the sim in the device? Has that sim been activated? This can take around 24 hours. if it has been activated is this no signal indoors or outside?

As for the WiFi this is a signal from your router that the device has to pick up and there can be a few reasons for a poor WiFi connection.

Re: Cancellation of contract and return phone

Northerner — Fri, 01 Jan 2021 11:13:03 GMT

Hi @Mumof3

The law allows you 14 days if you purchase online/over the phone as you are buying at distance so cannot see or handle the goods before purchase.

Goods that are purchased in store are not subject to this benefit as you are purchasing in person so can see/ handle the product. There are other rules but your rights are different, your purchase needs to be failty for example. The reason you are giving above would not be satisfactory reason.

Thanks

Re: Cancellation of contract and return phone

XRaySpeX — Fri, 01 Jan 2021 20:57:25 GMT

@Mumof3 wrote:

I don't understand why you could cancel if bought online but not if you went to shop 😕 this makes no sense to me.

It's cuz that is the legislation! You have a statutory 14-day cooling-off period when buying at a distance, You are not buying at a distance when in a store where you have the opportunity to inspect & try out the goods & ask any Qs you have.