Well EE have lied to you , and you have a case here’s why:
1. Responsibility for Goods Until Received
Under the CRA 2015, the retailer (EE, not you) is responsible for the goods until they are received back into their possession – unless you chose and paid for your own method of return.
Because EE gave you a prepaid envelope and directed you to use Royal Mail, they chose the return method.
That means the risk of loss in transit stays with EE, not you.
2.Your Obligation as the Consumer
The CRA only requires you to:
Take reasonable care of the goods while they are in your possession.
Send them back in the manner provided by the retailer.
You did that:
✅ You used the prepaid envelope EE provided.
✅ You got proof of postage (this is your legal protection).
3. Why EE Cannot Shift Liability onto You
Even though EE says:
“We don’t accept responsibility for items lost in transit.”That disclaimer doesn’t override your statutory rights. The CRA 2015 makes it clear: responsibility remains with the trader until the goods are received.
They cannot contract out of this legal duty. Their terms are unfair and unenforceable if they try.
4. Royal Mail’s Role
Royal Mail is EE’s chosen courier, not yours.
- If Royal Mail loses the parcel, EE must pursue Royal Mail for compensation — not you.
- You’ve fulfilled your duty by having proof you sent it.
5. Your Legal Position
You are not liable for the lost phone.
- EE cannot lawfully charge you for it.
- You can escalate this to Trading Standards, the Ombudsman (CISAS), or through a chargeback/Section 75 claim if they take money unfairly.
In short:
Because you used EE’s prepaid envelope and kept proof of posting, the Consumer Rights Act protects you — the risk is EE’s, not yours.
theyve Just done that to me , they have been reported to watchdog , ombudsman , trading standards , and also citizens advice. Because they are lying to their consumers and refusing liability when the liability lawfully is there’s
