We bought an iphone xr in Italy about 10 days ago, and out of a sudden some minor scratches appeared on the screen. The phone didn’t fall, it was in my husband’s pocket the entire time. We are trying to return it at the Apple Store and they won’t take it. But on the website says 14 days return, no questions asked. Is it possible to return it or not?
iPhone XR
I spent about 15 minutes with Google translate and the Italian terms of purchase page and it does not mention that bit about undamaged device. On the other hand neither does it say anything about accepting devices in any condition and with Apple you have to put on your lawyer hat when reading their documentation. Unless it says they will accept items in any condition then you can't assume they will, and since the US page specifically says undamaged equipment I am inclined to believe that is the more complete documentation. It also makes sense in terms of return policy. Apple wants to be able to re-use the equipment without having to do repairs.
The US terms say "For any undamaged product, simply return it with its included accessories and packaging along with the original receipt (or gift receipt) within 14 days of the date you receive the product"...
Apple Store (US) Sales and Refund Policy - http://www.apple.com/shop/help/returns_refund
It is probably the same in any country.
No, if there're scratches.
Apple will take it back only if there's no damages within the 14 days return period.
Read the section that is revealed by clicking on "Sezione 7 dei nostri Termini e condizioni." in the link I provided earlier.
Yes, that's what we thought too, but the staff was pretty rude, and did not accept the phone. I read the whole website and couldn't find anything, even so they just kept saying that they couldn't accept it.
In what country are you trying to return it?
Italy. I couldn't find anything on the Italian website neither, and on the receipt it doesn't say anything about not accepting the phone. I says they can deny but it doesn't specify why.
can I return an iphone I bought 10 days ago that has a scratch on it?
