[ferret1979]

Hi

My mum has just taken out a new Orange contract within the last 7 days from onestopphoneshop, but she doesn't like the phone that she ordered.

I phoned them up for her, but they said as she has used the phone they are unable to exchange the phone for another handset. She had to use it to know she didn't like it!!!

Does anyone know if this is correct, I recently got a second contract from Vodafone and didn't like a phone from them, but they happily exchanged it for a new one without a fuss.

Any advice gratefully received.

[adam4478]

i believe that under the laws of the distance selling act you should be able to exchange/get a refund within this timeline - no time right now myself but look it up - it outlines your rights when buying over the phone or online... good luck

[adam4478]

"Under the distance selling act you are allowed to terminate your contract upto 7 days after receiving the goods. However, this is not provided as a tryout period, merely as protection in case you have ordered an incorrect item or made a mistake whilst purchasing. If the item you bought has been opened or used in any way, we reserve the right to charge a restocking fee or to refuse to accept the item for return. The restocking fee will be used to either make the goods fit for resale again or to cover the losses incurred by having to sell the item as second hand."

This from another site so the same will probably apply

[Brad182]

I think with any contract you get 24 days to cancel it, thats what i was told. I opened a contract with an O2 store then found i could get a much better deal through there online department so i told the store i had lost my job and needed to cancel the contract about 2 days into it and they did it no questions asked.

[ferret1979]

Hi

Many thanks for your super quick replies, I have sent an email off to them on behalf of my Mum and will wait and see what they say.

Got an auto responder, which said it takes upto three days for a reply!!

[MartinJD]

I wouldn't risk just an email - altho its dated I would still ring up and complain. (Stating what you have learned here)

Plus hopefully you won't have to wait days for a response.