How I do return my phone without this “silver bag” thing?

[ChiaraRose]

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I recently upgraded my handset.  I ordered it by phone (150) and had it delivered to my local EE store.  I hate the phone and contacted EE who have now sent me an email saying they accept the return and have sent a silver bag to my home address.

Here’s the problem:  I I will not have any access at all to my home address for several months, so  I will not receive the silver bag. I already told EE this but they ignored it. .  That’s why I collected my handset from the EE store rather than having it delivered to my home. So, I will definitely not receive this silver bag that they have sent to me home address.

Can I just return the phone using my own packaging and at my own cost?  Would I need to put some kind of reference number on the package so they know it’s from me?

Alternatively, could I return the phone to the EE store?

I have called EE several times about this.  When you try to get put through to their Returns department it just claims the office is “closed” even when you call during normal 9 to 5 working hours.  The person I spoke with in Customer Services just kept saying “I don’t really know but I think you have to use the silver bag.”

[Chris_S]

Hi @ChiaraRose Thanks for getting in touch with us here at the EE Community.

If you collected the phone from one of our stores, the 14 day distance selling regulation would not apply, so a returns bag wouldn't be sent out.

Although there's no cooling off period when you collect the phone in one of our stores, if you pop in and have a chat with a guide, they can see what options are available for you.

If you'd like to find our local store, and book an appointment, you can do that by clicking this link: Store finder

Chris S

[XRaySpeX]

@Chris_S  : Collecting from a store doesn't matter as far as the statutory cooling-off period is concerned. It's how you ordered it. If by phone or online the 14 day distance selling regulation would still apply, Anyway EE has already said they would accept the return.

[Debbie_G]

Hi @ChiaraRose.

Apologies, I think @Chris_S misunderstood the situation. @XRaySpeX is correct, because you ordered over the phone, the 14-day distance selling regulation does apply and you are able to return this. 

Because you aren't able to receive the bag at the registered address, I recommend getting in touch with our team to look into alternative options to return the phone. 

Debbie 🙂