A few weeks ago, I went into an EE shop with the intention of reducing my monthly mobile phone payments, as my contract was nearing the end.
However, I was convinced by a good salesperson that getting a new iPhone and sticking with my £50-a-month contract, was the best option. It all moved very fast, and I regretted my decision almost as soon as I’d signed. By the time I’d got back to my office, I had resolved to return the phone and do as I’d originally intended. But I have been told that there is no cooling-off period for in-store purchases.
I accept what I did was stupid, and I’m not under any illusion that I can get out of this contract. However, if, for example, I buy clothes that are in a sale, the person taking payment always makes it clear my purchase is “non-refundable or exchangeable”.
Why is this not the case with something that is so much more of a commitment?
HF, London
We have all made stupid choices after being given the sales treatment, and your letter is a reminder that it’s good to sleep on the decision to sign a new contract. In this case, it was for two years and worth £1,200.
The distance selling rules – covered by the Consumer Contracts Regulations – give a 14-day cooling-off period from the moment you receive the goods. But this only applies to phone and web purchases, and those made face-to-face away from the trader’s own premises (say, if the salesman has come to your home).
EE has declined to intervene and says customers who agree contracts in a store can only return them if they if they experience coverage issues. This is on a case-by-case basis, and not guaranteed. You have been a T-Mobile (now part of EE) customer since you were 14 but say this will be the last time you stay with the firm.
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