topic Re: How do I cancel within my 14 day cooling period? in Contracts & Billing

How do I cancel within my 14 day cooling period?

TheOriginalBSC — Sun, 06 Oct 2024 21:15:24 GMT

Hi, hope someone can actually help because in store staff aren’t of any help and customer service tries but is confusing.

i recently what I feel got confused and pressured into a contract with devices and services I didn’t want or need in store. But I’m well within my 14 day cooling off, why can’t I cancel and return the products. Customer service online chat seemed to make me think I could by filling out the return form which I did, only to receive a reply saying they can’t as it was bought from a store. But stores states they don’t do returns.

What is the real answer?

Re: How do I cancel within my 14 day cooling period?

Profile closed — Sun, 06 Oct 2024 21:28:48 GMT

Hello @TheOriginalBSC

I'm afraid since the contract was taken instore there is no Cooling off period.

You're stuck with the contract till the minimum term is up.

Have you tried to make a complaint if you were missold the devices and contract instore?

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form.

You can also make a complaint by calling EE on 150.

Re: How do I cancel within my 14 day cooling period?

XRaySpeX — Sun, 06 Oct 2024 21:34:14 GMT

Only when you order by phone or online are you entitled to have a statutory cooling-off period up to 14 days after delivery to cancel your order FoC. As you ordered in-store you have no such "change-of-mind" right of return.