Hi @timo_t I know you are leaving but this in Terms & Conditiions needs a fix to make it lawful
9.5. Any returns or refunds in respect of devices purchased from us are subject to our returns policy You may return a device to us once for a full refund within 14 calendar days from the date of delivery <snip>
Yet the Government website says this is unlawful? In fact members have up to 28 (clear) days to reject goods, for any reason and return unwanted goods, not 14 days as suggested in T&C
"You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you."
What it means in practice is that if you get delivery on the 1st of the month, the clock starts ticking from the next day the 2nd, allowing a member to inform giffgaff that they wish to return the goods on any day upto and including the 15th day of the month. From the date of informing you of the wish, they have 14 further days to return the goods, which for example in June would be the 29th. A full 28 days following the receipt of the goods and 14 days after the latest they can tell you of their decision to return the device.
The current T&C gives the wrong impression of just 14 days in total, when consumer law clearly states it can be up to 28 days.
Hope you can implement the T&C needed changes prior to your departure?
N.B. The returns policy link in the 2nd paragraph above (taken from T&C 9.5) wrongly directs the member to an Article describing what to do in the case of a faulty device. It does not correctly advise a member what to do in the case of when they simply decide to change their mind for any reason whatsoever an have up to 28 days to return the device.
The KB guide states:
"If the phone you've bought isn't quite what you wanted, you've got 21 calendar days (14 working days), starting on the day following receipt of the phone, to change your mind and claim a full refund"
"Please, ensure that giffgaff receive the phone within 14 days of booking your return" and "giffgaff will unable to process any refunds if the phone is received later than 14 days since the return/repair was booked.
The Right To Cancel webpage states
"If the phone you've bought isn't quite what you wanted, you've got 21 days, starting on the day following receipt of the phone, to change your mind and claim a full refund"
"We will provide you with a confirmation and with a postage-paid label to return the phone, from which point you will have up to 14 calendar days to return your purchase."
"From the moment you activate your SIM, you have 14 days to try out our service and let us know, by following the instructions here, if you want to cancel your registration to giffgaff. This is called the cancellation period."
"return your phone for a refund during the cancellation period, you’ll also be able to cancel the goodybag and deactivate the SIM at the same time if you want to do so."