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am I eligible for a return?

juno_bokeh
Investigator
Investigator

I'm a UK customer who started their contract 12 days ago, i got the s24 but feel like i should've got the ultra. Now I know that usually instore contracts don't have the 14 day cooling off period but my phone was out of stock so they had to order it online for me and had it delivered to the store. Because of this my delivery note & contract says I'm eligible for returns for 14 days and to take the phone back to the store it was ordered in. Is this true or am I likely to be told I can't return it?

1 SOLUTION

Accepted Solutions
bristolian
EE Community Star
EE Community Star

In short... try it. Someone else posted on here a similar scenario a couple of weeks back, and was able to return.

As far as the law goes, the material issue is where the contract was concluded - whether face-to-face (no statutory "change of mind" right of return) or via distance means (you're covered).

Click & collect type purchases, are covered - because you purchase online - regardless of the collection being in-person.

So in-law, you shouldn't expect to be covered. But if EE's process allows the return - go for it.

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5 REPLIES 5
bristolian
EE Community Star
EE Community Star

In short... try it. Someone else posted on here a similar scenario a couple of weeks back, and was able to return.

As far as the law goes, the material issue is where the contract was concluded - whether face-to-face (no statutory "change of mind" right of return) or via distance means (you're covered).

Click & collect type purchases, are covered - because you purchase online - regardless of the collection being in-person.

So in-law, you shouldn't expect to be covered. But if EE's process allows the return - go for it.

Thanks bud, do you remember if they returned instore or by texting RETURN to 150? I'm not sure what the best way to approach is

@juno_bokeh  Call customer support and try.  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Just returned the handset in store. No fuss. So from what I can tell; if the store have to order your phone from online and then you pick it up at a later date you’re covered by consumer law because it’s technically an online click and collect order even though you signed the contract in person. I just need to wait up to 2 weeks for the return to fully process and for my contract to revert to its previous tariff, then I can go through the upgrade process again. Really appreciate your help and I hope this can help someone else in the future.

Rach_H
EE Community Support Team

Hi @juno_bokeh,

Welcome to the Community!

If you give our team a call then they will be able to look into your options to return this, and let you know if you need to go back into the store.

Rach