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Returning pay and go phone on O2?


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Old 05-01-2016, 18:28
1manonthebog
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Bought a Lumia 640 last week from the O2 shop last week, the thing is a disaster, can it be returned for a refund?
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Old 05-01-2016, 18:43
Richard1960
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Bad news not likely unless there is a fault if you bought it via the interned distance selling regulations would apply i think its around 14 days but could be wrong.

But if you bought it instore they would not unless you could prove it was faulty when you bought it.If you just do not like the phone they could do it as a gesture of goodwill if they are sympathetic but you would not be entitled to it.

But do check the policies of the store you bought it from they may offer more then the law demands.
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Old 05-01-2016, 18:56
1manonthebog
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Bad news not likely unless there is a fault if you bought it via the interned distance selling regulations would apply i think its around 14 days but could be wrong.

But if you bought it instore they would not unless you could prove it was faulty when you bought it.If you just do not like the phone they could do it as a gesture of goodwill if they are sympathetic but you would not be entitled to it.

But do check the policies of the store you bought it from they may offer more then the law demands.
This is what I was sure of myself but I looked on the website and it says.

store purchases

If you purchased a phone or tablet in an O2 store, return it there within 14 days of purchase and let the advisor know you wish to cancel. If you've taken a bundle, you'll need to return all the equipment in that bundle. http://www.o2.co.uk/help/phones-and-...of-mind-policy That doesn't sound right to me to be honest.
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Old 05-01-2016, 18:59
d123
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This is what I was sure of myself but I looked on the website and it says.

store purchases

If you purchased a phone or tablet in an O2 store, return it there within 14 days of purchase and let the advisor know you wish to cancel. If you've taken a bundle, you'll need to return all the equipment in that bundle. http://www.o2.co.uk/help/phones-and-...of-mind-policy That doesn't sound right to me to be honest.
That's their own returns policy and nothing to do with your statutory rights in terms of the CCR (DSR was repealed last year), as you have no statutory right to return just because you don't like it.

It's quite plain you can return it within 14 days, so I would suggest you get back to the shop ASAP.

change-of-mind policy

We understand that sometimes you may change your mind. That's why we have a 14-day change of mind period for all our customers. If you're not 100% happy with your purchase, you can get a refund or exchange your device for another model (additional fees may apply).
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Old 05-01-2016, 19:02
Richard1960
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This is what I was sure of myself but I looked on the website and it says.

store purchases

If you purchased a phone or tablet in an O2 store, return it there within 14 days of purchase and let the advisor know you wish to cancel. If you've taken a bundle, you'll need to return all the equipment in that bundle. http://www.o2.co.uk/help/phones-and-...of-mind-policy That doesn't sound right to me to be honest.
Yes it seems you do have the right to take it back thats very good news for consumers.!
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Old 05-01-2016, 19:03
binary
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This is what I was sure of myself but I looked on the website and it says.

store purchases

If you purchased a phone or tablet in an O2 store, return it there within 14 days of purchase and let the advisor know you wish to cancel. If you've taken a bundle, you'll need to return all the equipment in that bundle. http://www.o2.co.uk/help/phones-and-...of-mind-policy That doesn't sound right to me to be honest.
What doesn't sound right, the policy or Richard1960's post?

I'd suggest the stated policy on the website wins. For non-distance (i.e. store) purchases, O2 are not obliged to offer anything by law if you have just changed your mind, but like many retailers they do so for customer service reasons.

Do however note the caveats under the "Important information" section further down the page.
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