Return in store policy

[89juan]

Hi everyone I have a question, and I really hope you can help me with this!

I pay my fast upgrade on my old phone to have a new iPhone, and later I want to return the new phone and cancel the contract and the people in the store  said to me that I can’t do that, because the policy of 14 days doesn’t work for people that pay a fast upgrade! Is that’ right? 
Or can I return the new phone and cancel the contract? 
thanks 

[madasaf1sh · Accepted solution]

@89juan 

You are still entitled to do 14 day change of mind all though there are exceptions and o2 will not refund any upfront payments, and you are not guaranteed to get put on the old tariff either. 

I would speak to the Sales Team , and get there advice  message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

[89juan]

Thank you for you help, at the store they told me that the 14 days policy doesn’t apply to the faster upgrade. Is that true? 

[MI5]

@89juan 

It's not true.

What you won't get back is the money you paid to upgrade but you can still change your mind and exchange the phone.

[89juan]

Then how can I challenge them? If that policy in not true because I can’t find it, I just want to give them the phone back and cancel the contract that is not even going to be a week old.

[MI5]

https://www.o2.co.uk/help/device-and-sim-support/returning-your-device