Returning a UK purchased phone to Poland

[Deleted User]

I recently bought a HTC11 mobile phone direct from their UK website. It has some software bugs which meant I need to return it however you have to return to Poland! The orders are shipped to you from the UK as it arrived within 24 hours.

This is not mentioned anywhere in their terms and conditions or on their store front web page. I don't mind paying to return it (although I could argue it's faulty) but it's really hard to find a carrier that will insure a £600 phone!

Any suggestions on a) how I tackle this with HTC and b) recommendations to post? Royal Mail is £250 limit and other carriers I checked don't want to accept phones or don't insure them!

HTC customer service is awful too - I've been resorted to Twitter but still don't have a phone call with a returns authorisation number. It's all e-forms on their website. You would think buying direct from HTC would rule out all these issues! Amazon didn't stock the red one else I would have bought from them.

Thanks

unholyangel

If you purchased from https://www.htc.com (even if it was https://www.htc.com/uk), you have not purchased from the UK. You have purchased from Ireland.

However, the T&C's of the contract are governed by english law which means you still have the same rights as if you purchased from a UK retailer.

So you should have received certain information in a durable medium which would have included how to cancel, that you were responsible for return postage costs etc. If they did not do this, you are not liable for return postage costs.

Personally, I'd just ask them for a UK or Ireland address to send the goods back to. Or make a point of noting the phone was faulty (providing it was faulty from day 1 and the "bugs" didn't just appear after you installed software yourself).

[Deleted User]

Thanks. I worked out it was Ireland in the end, just disappointed they don't mention anywhere about a return to Poland.

They do say it's for me to pay for return postage, which would be fine if I could post RMSD in the UK. Their customer services dept is meant to be calling me tomorrow - I won't hold my breath! At least i have an audit trail for trying to return in case they say I am out of time!

unholyangel

camelot1971 wrote: »

Thanks. I worked out it was Ireland in the end, just disappointed they don't mention anywhere about a return to Poland.

They do say it's for me to pay for return postage, which would be fine if I could post RMSD in the UK. Their customer services dept is meant to be calling me tomorrow - I won't hold my breath! At least i have an audit trail for trying to return in case they say I am out of time!

Wait and see if they get back to you. If you have any problems with them, just update your thread here and see what posters can recommend.

Not saying we'll definitely be able to help but if we can we will.