topic Re: Return phone Good as new in Archived Posts

Return phone Good as new

Profile closed — Thu, 25 Jun 2020 09:01:03 GMT

Hi I would like some information about an order I ordered a phone on the site ee I ordered a s20 ultra 5g good as new, I would like to replace it in store with a new one I would like to know if it may not be 14 days since I have it . I return it because it has a lot of scratches

Re: Return phone Good as new

bristolian — Wed, 24 Jun 2020 14:40:55 GMT

Hi @Profile closed

If you read this EE support article, it explains the process for returning orders including a link to the online form that you can fill in to request a return.

Re: Return phone Good as new

bristolian — Thu, 25 Jun 2020 09:03:49 GMT

If you ordered the phone online, then it will need to be returned via the same route. You can't buy a "good as new" online then expect a retail shop to just swap it for a brand-new one 🙂

If you've had the phone less than 14days, then you can use the returns process - once it's passed 14days then you are committed to your minimum term.

Re: Return phone Good as new

wardi — Thu, 25 Jun 2020 09:04:04 GMT

Toni... a lot of new phones come with a see through plastic screen protector which you are meant to peel off before use. They are there to protect the screen from scuffs and scratches after assembly. I just thought this might be what you are seeing?

Re: Return phone Good as new

Profile closed — Thu, 25 Jun 2020 09:04:19 GMT

Re: Return phone Good as new

wardi — Thu, 25 Jun 2020 10:02:48 GMT

Hi Toni, I think I misunderstood your first message. I now realise you have bought a refurbished phone rather than a new one and are not happy with the condition. I have bought a couple of these over the years and the condition was very good indeed but it is pot luck - some samples are better than others. Best of luck sorting it out.

Re: Return phone Good as new

Profile closed — Thu, 25 Jun 2020 11:45:20 GMT

can I exchange this phone for a new one in ee stores?

Re: Return phone Good as new

bristolian — Thu, 25 Jun 2020 11:47:53 GMT

@Profile closed

You need to follow the process for returning an order - which is explained here

Re: Return phone Good as new

wardi — Thu, 25 Jun 2020 11:49:04 GMT

Unfortunately not with mail order items Toni, see Bristolian's post above for instructions.

Re: Return phone Good as new

Profile closed — Thu, 25 Jun 2020 12:27:53 GMT

have the good as new phones been refurbished, ie have they been sold out or have they only been selected and checked without being sold out?

Re: Return phone Good as new

James_B — Thu, 25 Jun 2020 13:21:19 GMT

Hi @Toni99,

Good as New devices are returned to us within the standard 14 day cooling off period, simply because customers have changed their minds. Their condition is so great that you probably wouldn’t be able to tell them apart from brand new ones.

All good as new devices:

have never been in for a repair for a known fault
must pass our rigorous cosmetic and functionality control test before we sell them
come in their original packaging, including a charger

James