exchange device

[Mark05]

Hi All,

I have a new device coming tomorrow but when the order confirmation came i realised ive ordered the wrong model, ive since phoned 202 and told them i wish to exchange for the correct model the man told me i can either refuse delivery ( not too happy with this option ) or i can accept delivery and call them back up... so my question is whats the process as i need the phone asap due to mine becoming unusable daily.

do they send the new phone and i give the corrier the unwanted one? or do i need to cancel the contract completly and do a new contract?

[MI5]

@Mark05 

You'll need to change under the 14 days policy https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

[Mark05]

so i will need to ring them and say i want to exchange to such and such phone... they send a new phone out and i give the driver the old phone? 

im confused as the shops are currently shut due to covid 

[MI5]

@Mark05 

You'll need to return device and wait for O2 to clear the account, then repurchase the correct device.

[Mark05]

So would it be easier and quicker just to cancel that phone and contract completly and just reorder the correct one by myself? 

Sorry for all the questions.

[MI5]

It would be but O2 don't allow that.

[Mark05]

thought as much nothing ever easy, thank you for your help i appricate it  

[pgn]

Stop-press, if it helps: 

Looks like O2 have extended their return/right to cancel policy from 14days to 28days, including change of mind, until 31-May-2020:

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

[MI5]

Sorry mate.