Cancellation of contract and return phone

[Mumof3]

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

[Christopher_G]

Hi @Mumof3

Welcome to the community.

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

Chris

[Mumof3]

I took the contract out in store.

[Christopher_G]

OK thank you, @Mumof3

What is the reason that it isn't suitable?

Chris

[BrendonH]

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

The 14 day period only covers online or phone orders

[Mumof3]

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

[Christopher_G]

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

[Mumof3]

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

[Chris_B]

@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. 

[Northerner]

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