topic Re: Cooling off in Contracts & Billing

Cooling off

Smewy — Fri, 19 Jan 2024 09:29:59 GMT

Hi, I’ve recently renewed my EE phone contract at an EE shop within last 7 days - a new phone on 2 year contract. There has been a change of circumstances with me and so don’t need the phone contract. I’m being told by the shop staff that they can’t help me, as there is no 14 day cooling off period. Is this correct?

Re: Cooling off

BrendonH — Fri, 19 Jan 2024 09:33:28 GMT

This is correct, there is no cooling off period from buying in store due to you are able to see the item befoehand.

The cooling off period is from purchasing online or over the phone as this is part of the distance selling act.

Re: Cooling off

Smewy — Fri, 19 Jan 2024 09:44:47 GMT

Thanks, that’s what I was told. Does seem strange that you enter into a new contract with financial terms and the Consumer Credit Act or Unfair Contract Terms Act don’t apply.

Re: Cooling off

BrendonH — Fri, 19 Jan 2024 09:47:18 GMT

I'm sorry but you entered it and signed all the paperwork with your own mind etc. This isn't an EE issue this is not unique to EE.

Where does it state in any of those acts you can cancel?

You need to read things before signing as it would have stated in the T&Cs that you were unable to cancel if purchasing instore. And YOU SIGNED THAT.

Re: Cooling off

Leanne_T — Fri, 19 Jan 2024 10:50:25 GMT

Hi @Smewy

Thanks for coming to the community.

For full details on the returns policy please see our Returning a Phone or Device Within 14 Days Help page.

Thanks 🙂

Leanne.

Re: Cooling off

XRaySpeX — Fri, 19 Jan 2024 11:23:15 GMT

The Consumer Credit Act & Unfair Contract Terms Act do apply but all you've done is change your mind. It's the Consumer Contracts Regulations that legislates for the statutory cooling-off period..