Returned Device - have not heard back yet

[Add_14521]

Hi there,

I returned a device within the cooling off period, which was delivered to the warehouse on the 23rd May, registered post confirmed at 07.44am. I was informed that I would receive an SMS to confirmed receipt but I have not heard anything yet. Can you please let me know the turnaround time for this process as delivery took place but I have not had any communication of the same yet?

I was billed the full amount, which is understandable considering it had not been received in time, but it was a substantial amount. 

[Three_Niall · Accepted solution]

Hey @Add_14521, thanks for posting here, once the device has been received at the warehouse it can take up to 10 working days for the team to check the return and make sure that it passes all the requirements and once the refund has been credited to the account you will receive a text to confirm this. 

[Add_14521]

Thanks Niall,

that does help. I do think it would be helpful if customers are told that there can be a period of up to 10 days when speaking with customer service. All that I was told was that I would receive a text when it has been received in the warehouse. 

[Three_Niall]

Thanks for the feedback @Add_14521 and I will certainly pass this onto the team.