Return phone Good as new

[Profile closed]

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

[bristolian]

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.

[bristolian]

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.

[wardi]

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?

[Profile closed]

No

[wardi]

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.

[Profile closed]

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

[bristolian]

@Profile closed 

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

[wardi]

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

[Profile closed]

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?