Orange Refund Policy?

Helix

Hi

Does anyone know what orange's refund policy is on phones which have been purchased in one of there shops.

I purchased a SPV C550 on May 5, 2006 and I woke up this morning and it said no sim. I have tried removing the sim checking the contacts and replacing it but it still has the same message. Rather than having to put up with all the replacing and repair rubbish I would prefer a refund or if I really have to a different make of phone. In the past I have accepted repairs and replacements only to find the same fault returning and then its even harder to get a refund as it has been longer than 28 days.

I have tried looking on the receipt but there is no mention of there terms and conditions or anything. I was hoping to be prepared for when I go in there as I know there staff will try to fob me off otherwise.

If anyone has any info that would be great.

Thanks
Craig

reehsetin

our store (im sure its the same in all but just in case) - its 14 days for a complete refund (not any credit that has been put on the phone tho)
28days for an exchange, after that no chance of anything all down to manufacturers warrenty or insurance

on a contract phone customer services have said that if the same fault returns 3 times on diff phones then obv its an inbuilt problem with the model and they will let you change the model. i honestly dont know if they will be the same on PAUG

Molanole

I'm not much help as I've never tested Orange's refunds policy but just wanted to say I too have the SPV C550 and my word, isn't it rubbish. Yes, it is windows, but it's a nightmare version which is really hard to navigate. I also can't hear anybody particularly well and it takes about half an hour to register on the network when after I've come out of a tube tunnel. Not particularly helpful. I know how you feel about not wanting the same model again! Stand your ground.

Good luck.

the_cat_3

Hi

Hope this helps - direct from orange

Sale of Goods Act


The customer has a number of legal rights, often referred to as 'statutory rights'. These rights are set out in the Sale of Goods Act 1979 and the Sale and Supply of Goods to Consumer Regulations 2002.

The Sale of Goods Act does not define what a reasonable period of time is but as a guide we would consider 28 days to be sufficient period for the customer to contact Orange if they believed the phone was not of satisfactory quality.


if a fault develops and the phone...

...is less then 28 days old?

The customer is entitled to return the phone and obtain a refund under the Sale of Goods Act. This is not usually the best option for the customer as we would have to disconnect the air time agreement, refund the cost of the phone and then allow the customer to purchase another phone with a different mobile number.
Instead:
for direct sales we offer a brand new replacement, however if the customer insists on returning the mobile phone they are allowed to do so for indirect sales (including Orange retail) we have a process in place allowing Orange dealers to issue a brand new replacement to the customer within 28 days of their original purchase
Please note - It is the sellers responsibility (the company who sold the mobile phone to the customer) to comply with the above legislation. Whilst Orange allows 28 days as a guide, other dealers may offer a shorter time period for customers to return their mobile phone to them.

Helix

Thanks for all your help, I went in there today asking for a refund but I turned out to be a problem with the SIM card rather than the phone. So in the end I ended up with them just ordering a new SIM card for me.