RETURNING A PHONE TO THE EE STORE

[mjrimell]

I lost my phone and went to the EE store in Tooting Broadway as I was desperate and needed a phone for work. The staff were very helpful and I left the store with a new phone and contract. Later the same day my phone was handed into lost property at Stockwell bus depot lost and found and I was so happy to get my phone back. I've had this phone (Iphone 12 mini) for years.

I went to the store and asked for a refund for the phone and to revisit the contract. They point blank refused. I am now stuck with a 24 month contract for a phone I don't want.

I came across this "how to cancel my order today" https://ee.co.uk/help/orders/cancel-an-order according to this page, I can return my device and cancel my order within 14 days. This despite many phone calls and conversations with EE who claim that it is the discretion of the store manager. I have an appointment with the store on Monday, Tomorrow 21st Oct'.

[Northerner]

Hi @mjrimell 

The link you have provided is for if you have ordered but haven't received your handset not if you have made a purchase and have received and are using the device/contract.

There is no 14 day store return policy unless the device is faulty. 

Thanks 

[Chris_B]

@mjrimell  It’s at the store manager discretion on whether they allow you to return the device and terminate the contract.  There is no change of mind policy for store sales it’s not covered by this or distance selling law.