Orange Mobile Phone Cooling off Period

Abi_2010

Hi,

I have just order a mobile phone from orange over the phone, the phone has arrived and I don't like it. I have called them up and they have said that I can return the phone for an exchange but am not able to cancel the contract I will have to take another phone with them.

Am I not covered under the Distance Selling Regulations for this? I am within the 7 day period and I am really looking for some advice please.

Thanks

neilmcl

If you just don't like the handset then why not exchange it, why do you feel you need to cancel the contract? If I recall, in these circumstances the cancellation period (for the service contract) starts when the contract is made, not when you receive the handset.

Orange_Company_Representative

Hi Abi_2010

If you order a new phone from our Sales Team over the phone, or from our website online, you have seven working days from date of delivery in which you can contact us to cancel your order and arrange for it to be returned to us.

I'm very sorry if you were advised otherwise and I'd be happy to make some enquiries for you myself if you'd like? Although we can't accept private messages on here, if you can contact us using the information in our Profile page I'd be happy to take a look for you.

I hope we can help!

^Darren_OrangeHelpers

wealdroam

Orange_Company_Representative wrote: »

If you order a new phone from our Sales Team over the phone, or from our website online, you have seven working days from date of delivery in which you can contact us to cancel your order and arrange for it to be returned to us.

I'm very sorry if you were advised otherwise and I'd be happy to make some enquiries for you myself if you'd like? Although we can't accept private messages on here, if you can contact us using the information in our Profile page I'd be happy to take a look for you.

I hope we can help!

^Darren_OrangeHelpers

Darren, does that 'seven days to cancel' include the phone contract too?

As you can see, the original poster has been offered an exchange phone, but seems to be interested in cancelling the contract.
Is that possible?

Orange_Company_Representative

Hi wealdroam

Yes, if the order was cancelled, any new agreement entered into as part of the order would also be cancelled. For example, if a customer ordered a phone from us on a brand new account, and then returned and cancelled the order, the account would also be closed.

If an existing customer ordered an phone from us as an upgrade, the situation may be slightly different, as they may still be within a minimum term agreement. For example, if a customer had three months left of an existing agreement and upgraded to a new phone with a new 18 month agreement, and then returned and cancelled the order, their agreement dates would revert to the state they were in before the upgrade, ie. they would still have three months left.

I hope this helps!

^Darren_OrangeHelpers

wealdroam

Thanks for that reply Darren... very comprehensive.