Refunding phone and cancelling contract

[oklive]

I ordered a new phone on a 36 month contract yesterday and the phone is due to arrive today. I have already decided I do not want this phone or the device&airtime 36-month contract. How do i go about cancelling the contract during the change my mind period? If i return the phone does that automatically refund the upfront cost and the cancel the contract, or do i need to cancel the contract by requesting a STAC code during the 14 day window?

[Cleoriff · Accepted solution]

@oklive 

If you return the phone during the 14 day change of mind policy then follow the info in this guide

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

As long as the phone has not been used, you will be refunded all payments made.

You don't have to cancel anything. This will all be done automatically.

[MI5]

@oklive 

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

Do not use STAC process.

[oklive]

I cannot get through to anyone through customer service phone number to ask to return/cancel my phone within the 14 day period. Can i just print off the return label pdf and send it away and will it be processed? Or do they need to know its on the way before i send it off in the post?

[Cleoriff]

As it's states in the previous post you need to call them so they can put a record on your account.

[Cleoriff]

To answer your 2nd post @oklive 

The window to exchange

Once you’ve got your new purchase in your hand, you have 14 days if you want to exchange it. You can only swap an item once, or you can have your money back. Either way, you’ll need to contact us within 14 days of purchase and tell us you want to change your mind. Once you've notified us, you'll have 14 days to return it.

All contact numbers for O2 are in this guide

Guide: Coronavirus Community Help and Support 

You will need to persevere as there are limited staff available.