Switch up/cancelled upgrade.

[Stephent49]

I ordered a Samsung fold 7 cancelled it online. Cancellation never went through phone was still sent. So I thought I’ll try it  sent my s25 ultra same day to switch up. Confirmed they received it and will update my account. 
so I decided I don’t like the fold 7 and returned it today. Then thought I paid £425 upfront for s25 and wondered if I’d get it back since I sent both phones. So I called and they told me I would be sent my old device back. But me googling it comes up switch up don’t send devices back. Is this true has the agent just fobbed me off. 
and if not will I get my £425 back or phone as I bassicly own half of it haha thanks 

[MI5]

@Stephent49 

What if I change my mind and want my old phone back?

We can’t give your old phone back once you’ve switched it for a new one, as we’ll have already started to refurbish it as one of our Like New phones. The good news is, as long as you’re still on a Plus Plan, Ultimate Plan or a Classic Plan with O2 Switch Up added as a Bolt On, you can switch your phone to a new one, every 90 days.

https://www.o2.co.uk/help/products-and-services/offers-and-extras/o2-switch-up-faqs

[Stephent49]

Does that mean I will have lost the £425 as well as I don’t have the s25 that I paid the deposit for or the upgrade.   

[MI5]

No, that will go towards paying off the old device plan @Stephent49 

[Stephent49]

Apologies sorry if I’m being thick. I don’t have a device plan anymore. The s25 ultra has been received by switch up and the fold 7 has been returned. So there wouldn’t be a new contract to pay off. And I would be left without a phone or my £425. As o2 will have  both the phone and money. 

[MI5]

@Stephent49 

Without using switch up, what would have been left on your device plan?

If it was already paid off, you will be refunded the 425, if not, it goes towards the old device plan to pay it off.

[Stephent49]

Thank you. I still had 600 on device to pay off so I guess that will pay it off. Think I got myself a bit mixed up haha sorry . So now I returned the fold 7 will switch up to back on my account even though they already have the s25. 

[MI5]

You will need to take a new plus plan now to maintain the switch up option after 90 days.

You may also finf they ask for the balance of 175 @Stephent49 

[Stephent49]

Thank you. 

[MI5]

You're welcome