Fonehouse returns policy - lack of info re.costs of return postage. Beware!

Discountdown123

Hi - I recently used the MSE recommended deal to order an iPhone SE on EE using Fonehouse. I received it in good time but decided I want to cancel the order so contacted Fonehouse, as per their '14 day returns' policy to arrange this. I assumed this was standard 'cooling off period' policy, but apparently not.
I was emailed a returns address, and told I need to pay for postage myself. I queried this but was told that it was my responsibility. The email also said I need to get the phone returned within 72hrs of receiving my email.
Fonehouse's website says they have a 14-day returns policy with 'terms may apply' - that's fine. Their T&Cs PDF is quite detailed about condition of goods, any missing accessories, liability of stuff already saved on to the phone and so on - in my case the phone is still sealed in its box and unused. But there is no information at all about the liability of the customer to cover costs, just an instruction to use Royal Mail Registered Delivery for security.
It also states there is a 14-day period in which to voice any dissatisfaction, and a further 14-day period from this in which to return goods - not 72hrs, as I was told. It seems the advice Fonehouse staff email to customers is different to the actual T&Cs and I'm wondering if their stance that I need to pay return costs is also inaccurate.
So, before I post a negative review of Fonehouse on trustpilot, has anyone else come a cropper like this, or indeed managed to get return postage paid for?

chistery

You're returning it because you changed your mind, so you pay the return postage. If It was faulty I'd expect them to pay.