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Change of mind returns policy now 21 days.

Started by: woodyuk
On: 14/02/2018 | 14:14
Replies: 33
Reply

by: jaymailsays
on: 24/11/2018 | 16:42 edited: 24/11/2018 | 19:25

@claw The changes that were made are not as generous as at first sight might appear but see T&C 9.6 below

 

From memory the former returns policy gave 14 working/business days to change your mind and to crucially book a phone return back to giffgaff.

 

For some reason it was decided that it should be edited instead to 21 calendar days i.e. not working/business days

 

The arithmetic (amount of days) is pretty much the same as before the edit. Hence no fanfare! 

 

To put it in context, Consumer Law (CL) says 14 days (not working days) to change your mind.

https://www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

 

Previously (as now) giffgaff policy* (but not T&C 9.6) exceeded the days allowed by CL by giving 14 working/business days and not the prescribed 14 Calendar days.

 

Here's what the KB Article says:-

 

"If the phone you've bought isn't quite what you wanted, you've got 21 calendar days (approx. 14 business days), starting on the day following receipt of the phone, to change your mind and claim a full refund. In order to do this, please follow the below instructions on returning your unwanted handset."

 

@woodyuk To confuse matters even more, the current Terms & Conditions which is after all the Bible that should dictate the above policy actually contradicts it's own returns policy completely:-

 

T&C *

9.6. 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 and if your device has a fault when it arrives you can return it for replacement or a full refund within 30 days of receiving it.

 

@antonlg You may recall I queried the T&C period of 14 days well before the Article publishing date, not sure if @as7861 was involved back then.

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Message 21 of 34
by: antonlg
community giff-staffer

on: 26/11/2018 | 13:45
Cheers @jaymailsays for the heads up - in T&C should be 21 calendar days Change your mind. I'm confident the T&C will be updated these days.
Message 22 of 34
by: jaymailsays
on: 08/04/2019 | 00:03 edited: 08/04/2019 | 00:10

26/11/2018

@antonlgwrote:

Cheers @jaymailsays for the heads up - in T&C should be 21 calendar days Change your mind. I'm confident the T&C will be updated these days.

@antonlg 08/04/2019 

Four and half months on Anton, T&C remain the same.

 

9.6. 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 and if your device has a fault when it arrives you can return it for replacement or a full refund within 30 days of receiving it.

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Message 23 of 34
Highlighted
by: antonlg
community giff-staffer

on: 12/07/2019 | 15:59
@jaymailsays @woodyuk @figment_uk - with the risk or resurrecting this thread, just wanted to let you know the website is updated.
Message 24 of 34
by: figment_uk
on: 12/07/2019 | 16:10

@antonlg 

 

What, already???

 

AVBV5Bc.gif<sarcasm>

I do not work for giffgaff, so cannot check anything on your account. This is a public community - please do not post any personal info.

Message 25 of 34
by: jaymailsays
on: 12/07/2019 | 18:41

@antonlg 

@antonlgwrote:

@jaymailsays@woodyuk@figment_uk- with the risk or resurrecting this thread, just wanted to let you know the website is updated.

Woohoo, have a great weekend.

 

 9.6. 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 21 calendar days from the date of delivery and if your device has a fault when it arrives you can return it for replacement or a full refund within 30 days of receiving it.

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Message 26 of 34
by: guy_ow
community giff-staffer

on: 12/07/2019 | 19:43
No idea what you are on about @figment_uk Smiley Tongue

Glad to see these T&Cs updated too, have a good weekend all.

giffgaff Educator

Message 27 of 34
by: jaymailsays
on: 12/07/2019 | 20:00

Hey @guy_ow 

Behave lol

 

Enjoy the weather, if possible.

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Message 28 of 34
by: figment_uk
on: 12/07/2019 | 21:31

@guy_ow 

@antonlg 

 

I hate to do this, but condition 9 contains a number of errors

 

9.3. New members will be required to purchase a goodybag as part of their handset order (this does not apply to pre-owned devices). The goodybag is non-refundable without the full return of the device in accordance with term 9.17 and our change of mind policy.

  1. Change 9.17 to 9.18

9.5. Any device that we deliver to you is your responsibility. Once you've received it and paid for it, you own the device. This does not affect your rights to carry out any of the actions set out in 9.5-9.7 below.

  1. Change 9.5-9.7 to 9.6-9.8

9.6. 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 21 calendar days from the date of delivery and if your device has a fault when it arrives you can return it for replacement or a full refund within 30 days of receiving it.

 

  1. "returns policy" on the first line (and elsewhere in the terms) links to: http://community.giffgaff.com/t5/Using-giffgaff/Returns-Policy/ta-p/10316825 which forwards to https://community.giffgaff.com/t5/Using-giffgaff/Returning-a-faulty-handset-for-repair-after-30-days... - a KB article which only deals with the return of a faulty phone after more than 30 days. Whilst the latter article includes a further link to a KB article dealing with faults within 30 days, there is no link to an article dealing with change of mind returns.

  2. "You may return a device to us once for a full refund within 21 calendar days from the date of delivery". The 21 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

  3. if your device has a fault when it arrives you can return it for replacement or a full refund within 30 days of receiving it." The 30 day period is the time you have to book the return, you then have a further 14 days to actually send the goods back.

9.18. If you cancel your order and return your handset in accordance with our returns policy, you will also be entitled to a refund on your goodybag. You will only receive a refund for your goodybag if your SIM Card has not been activated. You do not need to return your SIM Card to us and you will need to contact an agent independently of returning your handset to receive a refund on your goodybag.

  1. "You will only receive a refund for your goodybag if your SIM Card has not been activated." https://giffgaff.com/support/about-giffgaff/right-to-cancel
    states "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." These rights are included in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations

9.22. Phone accessories vouchers can be claimed at phonegoodies.co.uk and are valid against the cost of products sold within the online store, excluding any delivery costs. The vouchers are valid for a single use only and are not exchangeable for cash.

9.23. As our free phone accessories vouchers are valid for a white label site controlled and supplied by Kondor, their terms and conditions also apply to purchases and the redemption of the vouchers.

 

  1. Remove or revise these clauses as phonegoodies.co.uk has closed
I do not work for giffgaff, so cannot check anything on your account. This is a public community - please do not post any personal info.

Message 29 of 34
by: guy_ow
community giff-staffer

on: 12/07/2019 | 21:35
@figment_uk - ah man that is a fair few things - I'll make sure @antonlg is doubly aware of this for Monday.

Great spot and thank you for flagging it.

giffgaff Educator

Message 30 of 34