Help needed - Not allowed to exchange?

[luckystar]

Hello,

I have got the iPhone 12 Pro Max and have only used it for a day. I would like to exchange it for the 12 Pro as it is far too big and heavy for me, it actually gave my hands pins and needles and wrists ache (currently have the Huawei P30 Pro).

I spoke to someone via live chat for an hour and a half and they insisted that I can't do an exchange even though I am within the 14 day change my mind period. All they said I can do is return the phone, cancel my contract which was an upgrade and then re-upgrade my phone and get the iPhone 12 Pro. 

This doesn't seem right to me? It seems a very long-winded way of doing it. I did try to talk to someone on the phone but was on hold for 35 mins, then got cut off when the call connected. 

I also wasn't sent a returns label, only a return form. 

Can anyone advise me, please? I am going to attempt to speak to someone again tomorrow on the phone, hopefully, I won't get hung up on again! 

Thanks

[jonsie]

On this occasion live chat are correct

You have to return the phone under the 14 day cooling off option

Once the phone has been taken off your account you can then upgrade again

[MI5]

@luckystar 

This is because your device plan is a credit agreement which must be cancelled when your phone is returned and a new credit agreement set up for the new device.

It is no longer possible to just swap phones and adjust the price accordingly. 

https://www.o2.co.uk/help/device-and-sim-support/our-change-of-mind-policy