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How to return your pre-ordered Samsung Galaxy Note 7

Published 14 October 2016 by

You’ve probably heard quite a bit about Samsung in the news over the past few weeks. Its new smartphone the Samsung Galaxy Note 7 was recalled after the devices started to catch fire – putting an abrupt end to the comparisons with Apple's iPhone 7.  

The tech giant began to investigate the problem following reports that some handsets were catching fire. An investigation found that issues were down to a fault in the phone's battery cells. Samsung replaced all sold devices with ones that they deemed to be safe.

But on the 11th October, Samsung announced that it's recalling the replacements as well after they also started to catch fire. The tech giant will no longer be manufacturing Galaxy Note 7 handsets. The phone was not released in the UK, but 15,000 customers managed to get their hands on a handset by pre-ordering it.

If you're one of them, we're going to take you through how to return your pre-ordered Samsung Galaxy Note 7 and get a refund.

Returning it

First things first – if you have a pre-ordered Galaxy Note 7, turn it off. It should then be safe for handling and returning.

You'll need to take the phone back to the network provider that you bought it from. The procedure for this will depend on where you purchased it. Bear in mind, the Royal Mail are not taking deliveries of the device due to the safety risks, so you won't be able to send it through the post.

Each provider has their own rules for the returns process, and here are a few.

EE – the mobile provider has been texting affected customers telling them to get in touch. Customers can return a Galaxy Note 7 handset in store, or call customer services on 0800 956 6000. You can choose between a refund or exchanging the mobile for another handset (of the same price, that's in stock).

Three – customers are able to return their handsets in store as part of a refund but Three can arrange collection of the phone if you can't make it in store. If you'd prefer to exchange the handset, for a different device you can do this. For any questions, call their helpline on 0800 358 4045.

Vodafone – it's not clear whether refunds will be offered, but you can exchange the Galaxy Note 7 for an alternative device. Vodafone is contacting customers to discuss their options.

O2 – all returns are being dealt with through a specific helpline – 0333 234 1457. O2 says that customers can return the device or upgrade to a different handset on a new 'O2 Refresh' contract. You won't be able to return the handset in store, but a courier can be arranged to collect your phone. 

Samsung – customers can exchange their phones for a Galaxy S7 or S7 Edge, and will be refunded the difference in cost. It's not clear yet how customers can go about doing this though – whether in store or online. For queries, contact Samsung on 0330 726 1000.

If you're able to get a refund and decide to do so, you should receive your money back within 14 days of your device being returned. This is in line with the Consumer Contracts Regulations.

Still waiting for a phone to arrive?

If you pre-ordered a Samsung Galaxy Note 7, you should have received it by now. But you might still be waiting for a replacement to arrive, if you were part of the group that had their original devices recalled in September.

If it's not arrived yet, you probably won't receive it. Under instructions from Samsung, all mobile phone providers have stopped selling and distributing the original and replacement mobiles. So unless you decide to swap the phone, you'll receive a refund instead.

Looking to get a different smartphone instead? See our breakdown of the new features of the iPhone 7.

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