Hi ​@VidaN 

Sorry to hear that!

Just double check have you emailed our webstore team at koodo.webstore@koodomobile.com?

They should be able to assist you with the Return process, more info about the return policy can be found here: https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone

Hi,

Yes, I emailed them yesterday but have not received any response yet.  Since there is only 15 days for your return policy, i do not want to miss that window due to Koodo not responding me!

Hi ​@VidaN, as you ordered the phone online you will have 30 days to return it. Depending on their backlog, the webstore team may take a few days to respond via email, apologies for the delay. If you’d prefer, you can also schedule another callback via the Koodo Assist to speak to the team directly. 

If you ordered from the web store, you have 30 day period to return. As well, as long as you use the correct email address, they would use the date of when you sent the return request to calculate the return date.

Thanks Georgia, I scheduled another call which was this morning and explained it all and the guy assured me this time the online store will take my call when he connects me to them. When he put me through their line, there was a message that the online store is closed. How on earth this rep did not know their online store hours?!

Dinh, I am not sure if you work for Koodo (Your title says Mobile Master) but I really hope you are correct when you say they would use the date of when you sent the return request to calculate the return date :)

I will be waiting for online store email ...

Also the fact you have mentioned it here that you are trying to initiate the return prior to the return period expiring is enough for Koodo to honour the return period.  It is not your fault Koodo is busy and has a long queue.

I spoke to them today and this is now resolved :)

Thanks you all for response !