How to return a cover through DHL?

[Maruca_Cantabruca]

Hi, I hope this is the right place to ask my question…before that, I’ll explain what happened in few steps:

1. I contacted the support team to cancel an order (a new FP2 slim cover that costs 45€) and they replied it was no possible because it was already sent, and they promised I could return it and have a refund (even though I sent the cancel request few minutes after placing the order, because I realized I could have a new cover under warranty).

2. I followed the instructions to return the cover and I went to the nearest DHL centre to send it, and here is the problem: they told me I need an authorization from their client Fairphone in order to put the shipping cost on Fairphone (if not, DHL would charge me 43€).

3. I wrote the support team twice (two different members of the support team) asking how to return the cover through DHL, and complete the process. I haven’t received any reply yet and I’m quite close to end the 14 days of the return policy.

Can anyone help me, please? Thank you in advance

[paulakreuzer]

Call them (on Monday) and tell them your request number(s) for reference.

[freibadschwimmer]

Calling sounds like a good idea, though I would ask them to just return the money and keep this case, if it is a warranty issue. That would make much more sense than returning this case and ask for another one under warranty.