I’ve initiated the return process for my Jolla 2026 batch 1 phone, going by Withdrawal form – Jolla Shop and filled out the withdrawal form. I did it twice: once for the pre-order voucher, once for the phone + cover etc.
The process ends with the explanation that I shouldn’t send anything until I’ve received further instructions. On https://jolla.shop/returns it’s said I should receive a Return Merchandise Authorization (RMA) number. I should send my package within 7 days of receiving that RMA.
I’ve received 2 e-mails confirming that my return request was received, but no instructions and no RMA, although the mails do mention a reference code (which is not explicitly an RMA). I’ve e-mailed to shop@jolla.com but e-mails to that address infamously remain unanswered, so I’m posting here.
@Jolla What’s the next step? See the confirmation mail as the thing I should wait for, or wait for actual instructions and an RMA?
The process also mentions I should include sending back “tags”. What are tags in this context?
And should I factory reset the Jolla 2026 phone somehow first?
Whilst statistically a small number there are additional issues if returning device from UK which requires mandatory CN22 and the collection of VAT as arriving from outside EU. I did notice that there was no Lithium Battery inside label on original package (although X-ray scanned by Posti.fi) but some carriers would stipulate such measures.
They just don’t want people to send anonymous return packages to them and them not knowing what or why it is coming to them. You need to wait until they process your return and create proper return labels for you, so they can identify your package when it arrives to them.
System has confirmed that Jolla has received your return request, so you don’t have to worry about if it went through or not.
Wait for Jolla to contact you with the instructions and the return label information. After you receive the information and labels, you have 7 days to take the package to transport company.
And you don’t have to worry about the 30-day return window closing even, if the contact from Jolla takes longer than that, because you have already initiated the return with in that period.
This is the return information label that helps Jolla to match the package to your return request on arrival.
Up to you. I’m sure they will reflash the device anyway, but if you are worried about your data, you can do the reset.
To perform the factory reset, go to Settings and the last option should be Factory reset.
8 days since I initiated the return process and still no RMA. Also no response to my email asking them for clarification. This is impeding my right to return.
It is now 12 days since I gave my withdrawal notice via the form. I’m supposed to send the product back within 14 days after that notice, but I can’t, because Jolla is not sending me an RMA or return instructions. This impedes my right to return, and it is delaying the refund of my money.
They will contact you. You recieved the message that your request was recieved.
Just a little more wait, no need to stress about the 14 days as far as they recieved your request and you can proove it.
So, expect to be contacted…soonTM ;).
I mean there is not much else to do than keep calm and carry on. Unless you want to sue the company of course. Which would be rather unkind, but you are free to unleach that if you will.
Enjoy the piece of Jolla art still sitting on your desk, money will be returned this year at least .
It’s a nice courtesy that Jolla gives 30 days from the moment of delivery for a customer to give withdrawal notice instead of the mandatory 14 days. But EU law dictates Jolla has 14 days to refund money from the moment withdrawal notice is given. They can indicate they will postpone until they’ve received proof of the item having been sent for return, but they haven’t. All their documentation says is actually that I shouldn’t send it yet.
I’d like Jolla to succeed and SailfishOS to be a success and appreciate they’re a small company and I’m all for following whatever procedures Jolla uses to make their life easier, and for communicating along the proper forms and channels. I’m not okay with them handing me a faulty product, not returning my money and not even communicating about it, nor with people telling me I should be.
Hi, I was on the Batch 3, but I decided to withdraw my order. I sent it 3 weeks ago, but did not have any reply yet, but I got an email from Jolla saying batch 3 will be soon delivered… I guess I have to keep waiting, but it would be nice to know whether they are taking into account my withdraw order and if I will get the money back…
They’ve replied to a PM saying I should use the label provided in the package the phone came in. No RMA, no other instructions, and they’ve not refunded my money within 14 days after notice of withdrawal.
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