Returning new phone.

[Stevie93]

I’m returning my iPhone 16 and was wanting to know if it’s possible to send it in my own packaging instead of waiting 7 days for one from EE as I’m worried I’ll get charged if it doesn’t arrive in time within the 14 day period. 

[Michael_D · Accepted solution]

Hi @Stevie93 

Thanks for coming to the community.

I wouldn't recommend sending the device back in your own packaging. If you send it back in the one that is sent to you, it just makes sure there are no problems in terms of references on the packaging.

Don't worry about charges though, the 14 days is taken based on when you inform us you want to return the device, not when it is received back. We appreciate there may be delays or circumstances that mean it can't be back with us in that time.

Michael

[Stevie93]

Hi Michael, 

Thank you for the reply. It says I’ll get another sms within 72 hours for my next return steps. What happens after that? 

[Peter_W]

Hey again @Stevie93 😊

How was it you requested your return originally, and what was the last thing you heard from us? 

Peter

[Stevie93]

I requested the return through sms and the last thing I heard was I’ll receive another sms from yourself’s in 72 hours. 

[Stevie93]

Sorry within 72 hours. 

[Peter_W]

Cheers @Stevie93, was this within the last 72 hours that you sent the initial text? 
You should get an update when your returns pack has been dispatched, or if we need any additional details for the return someone will be in touch.

Peter

[Stevie93]

Yeah it was last night where I got the text where I got the confirmation within 72 hours. 

[Peter_W]

Nice one, @Stevie93.

Please keep an eye out for updates, and if you've not heard anything by the time 72 hours have passed, please reach out to our team and they can take a closer look into the status of your request. 

Peter

[Stevie93]

Hi Peter, just had a call from EE earlier to say it was dispatched yesterday. After finishing the call. The parcel return bag has arrived at my house already. Excellent service 😀