Return scratched phone

[Cooper17]

Hi, I recently purchased an iPhone 11 however was unhappy with the camera quality upon arrival so chose to send it back using the Change of Mind policy. I only had the phone for 3 days, however when I went to package it back up to return, I noticed there is a noticeable scratch on the back. Will O2 still allow me to make the exchange? Or will they tell me I have to keep the phone due to it being 'damaged' ? Thanks a lot.

[MI5]

@Cooper17 

You may have a problem returning a damaged phone.

Anything you return or exchange must still be in brand new condition. For phones, tablets and Apple Watch this includes removing any security features that would prevent us from accessing it (like Apple’s Find My iPhone) and unlinking your device from certain accounts (like iCloud account, Apple Store or Google Play). If your product comes back damaged or used beyond what's reasonable, we may need to charge you. 

https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

[Cooper17]

Hi, thank you so much for your response.

After these fees are paid will I be able to go ahead with the exchange? Have the fear of being stuck with a phone I do not like

[MI5]

@Cooper17 

Yes of course.

Send it back and let them assess it.

They will tell you if you need to pay anything or not, but once paid, you can go for a different device.

[Cooper17]

Amazing thank you!

[MI5]

Welcome