I would like to return my fairphone 5, which was sent 10 days ago. (I love the concept and will be following in the future, it just unfortunately does not check enough boxes for me a the moment).
I sent in my support ticket last night, so 9 days after it was sent. In a response to my support ticket, it says that their current wait time for responses is about 12-15 working days. I have seen in a few other posts on this forum that this shouldn’t be an issue, as Fairphone honors the day that the return request was sent, rather than the day that I send it through the mail, but the posts that I have seen are from 2017 or earlier.
I was wondering if anyone knows or can confirm whether Fairphone still honors this? Do I need to wait for a response from customer support with the return labels and everything before I send it back?
Thanks in advance!
While Fairphone’s support article on returns (which also links to the relevant legal smallprint) does not* explicitly address this, I am absolutely sure that Fairphone honors the date of your support ticket.
If they would not honor it and expected you to send back the device on your own without their response, that would mean they would expect you to guess the address etc. – and just to let you know, returns are sent neither to their Amsterdam HQ nor to their Venlo warehouse, but (most likely still) their contractor in France. I am certain that Fairphone does not want you to initiate the return shipment without their prior response and instructions.
So my take is: You are on the safe side now with your ticket number and date, wait for their reply.
* EDIT: @Meaghan actually read the smallprint more thoroughly than I did and spotted the assuring part of it below. 
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Hi, this is the user forum so please do not expect a legally binding answer.
FP’s rules and regulations state that you have 14 days to communicate the decision and then 14 days to return the product, Return policies - Check them out | Fairphone; but the general practice I have observed communicated on the forum is that they would accommodate the delays caused by their own delayed answer.
You are obligated to send back the product to the address provided by Customer Support, without undue delay and in any event not later than 14 days from the day on which you have communicated your decision to withdraw from the contract. Fairphone shall bear your costs of sending the product back to us, except where you have sent the device to the incorrect address or if you have expressly opted for a type of delivery other than the least expensive type of standard delivery offered by us.
I would definitely not send the product on my own.
But I would also reach to them on Monday via chat
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Thank you! I will reach out via chat on Monday. Appreciate your help!
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Thanks for your help! I’ll reach out on Monday, as Meaghan suggested