14 day policy’s on return for exchange

[Asa]

I recently purchased the XR on contract and noticed a 14 day return policy for an exchange. I have since realised the new iPhone 11 is due out and contracted 02 customer services about an exchange. They told me I would have to return the XR 1st (which would leave me without a phone for over a week) then really via credit check (which I already passed in the 1st place for the XR) why is it called an exchange when you have to cancel the contract then reapply. It’s just like I am fighting to get a new phone and it’s not an exchange at all

[MI5]

@Asa 

It is an exchange but how do you expect to get an instant exchange for something not yet available?

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

[Asa]

I understand that. My issue is why am I being told that I need to cancel this contract and reapply for another one when it clearly states (exchange) to me that is not an exchange????

[MI5 · Accepted solution]

You would go beyond the 14 days allowed by the time the new phone was released.
You 2 options are to cancel and re-contract when the new phone is released or take any other phone within your first 14 days then apply to exchange again when the 11 is released.

[Asa]

I get that as well! Again my point is just say for example I want the XS. I am being told I have to cancel this contract then reapply via credit check yet again to see if I can get the XS. An exchange to me is swap phones and pay any difference and not cancelled this contract tract to apply for another one

[MI5]

No you don't!
If you want a phone that is currently available, you just swap like for like.
You'd only have another credit check if you went from a £20 a month contract to something like a £50 per month.