Returns

[pralph]

Hi, 

I made a purchase of an iPhone in store but wish to return the device. After googling and seeing results, I have seen some people have managed this. When in store, I was not made aware of the returns policy, nor given any general information. On the back of the contract I received, it states that returning is there and by law I should be able to. I even asked if I could simply edit my contract. Good companies often go above and beyond over to do what they are obliged to by the law. I have seen on the community posts that some people have complained and have been issued the return. 

I even contacted 150 which made a return for me but the store have gone against it. I was not satisfied with their customer service. 

Any help? Thank you! 

[XRaySpeX · Accepted solution]

EE stores have no return policy except in the case of faulty goods, as is required by the Sale of Goods Acts. You cannot expect to be made aware of the law by the store. The statutory 14-day "at a distance" cooling-off period does not apply to High St. stores but only to buying over the phone or online. You had ample opportunity when in the store to inspect & handle the goods & ask any necessary Qs.

[pralph]

Is there absolutely nothing i can do? Even tho by calling 150 they arranged this for me and stated I could change my contract? 

Terrible 

[XRaySpeX]

No, strictly you have been misinformed. The onus is upon you to research the relevant law & the return policies of stores you buy from.

[XRaySpeX]

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@pralph wrote:

Good companies often go above and beyond over to do what they are obliged to by the law.

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EE doesn't! What can you imply from that?

[pralph]

Probably gonna contact 150 on Monday when they’re open and see what I can do, either return or change my contract (if possible).

If not I guess i’m stuck with the other phone for 2 years!

Wont be coming back to EE after this 

[bristolian]

The law around returns & cancellation rights is widely misunderstood, and has featured on Martin Lewis type programmes several times. But ultimately, as with any criminal proceedings, ignorance of the law is no defence - and the onus is very much on the purchaser in a face-to-face transaction, to ensure agreement with individual store policies.

[Schockwave]

@pralph , I am sorry, but if you purchase the device in person in the high street store, then you cannot just return it and expect a refund, as you had plenty of time to inspect the device and make up your mind, I believe this is normal practice in any high street store, not just “EE store, only if it is faulty can you return it, so ringing customer service will make no difference.

You could always try and go back to the store and see what they’ say, but I suspect they will say the same.

What is it you do not like about the device? 

After six months you could always sell it and buy one you prefer, to be honest.

[Chris_B]

@pralph  It’s at the store manager discretion should they choose to take back the device.  

   It’s the same policy as any other shop.   It’s sucks but knowing the law helps.    There are store where you can order online and pick up items from the store that day this is still covered by distance selling but should you go straight to the store and purchase your not covered.  

[pralph]

How would I do that if I’m tied into a 2 year contract?