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Vodafone Charging To Cancel

Hi all.

A friend of mine took a contract out with Vodafone for a Galaxy Note 4.

The cooling off period has long passed, however she still has not received the phone (despite a huge number of calls). Vodafone are saying to cancel now, they have to pay the cancellation fee as normal. Now in my mind, this doesn't seem correct, as the hardware is surely a condition of the contract?

(If it matters at all, this was an upgrade, so technically the service has been "used").

Anyone have any experience with this?

Thank you in advance.

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