Returns

[Sophienv96]

Hi, I received a phone on march 26th which I thought was my upgrade but what they’d done instead was just give me a totally new line. On the evening on the 26th I messaged so begin a return, days went by and no email to say this had started and no bag had come. We are now on April 5th and I got an email a few days ago yet no bag. I have 3/4 days left before my 14 days is up. Should I just use my own bag to return the phone because otherwise the phone won’t get back to the warehouse in time! Thanks in advance 

[Chris_B · Accepted solution]

@Sophienv96   You need to call customer about this.     If you return the device and they don’t know who it’s from you’ll still be billed for it.   A return item is logged so they know who it’s from it has codes in the return label.      

[Sophienv96]

Okay! I just was concerned since they’ve taken this long (I still don’t have a returns bag) and it most definitely won’t get there within the 14 days… even though I asked to start this process the very day I received the phone!

[XRaySpeX]

@Sophienv96 : You only have to inform EE that you are returning item within the 14-day cooling-off period, not to actually return it within that time.

[Sophienv96]

Oh right! Perfect thanks!