Thanks for trying to be helpful but this is the problem... seems obvious but until you go right through it you don't realise how THEY obfuscate!
Yes, there is a procedure for returns....but it gives you six reasons for the return, one of which you have to choose to proceed. HOWEVER the first option "Goods are faulty" does not provide a tick box....its the same story, "return your item directly to the manufacturer"....so you CANNOT complete the Returns detail!
Just hoping SOMEONE can find me a breakthrough. Anyone know the CEO's private email ?!
Thanks for posting. You can contact the shop via http://www.shop.bt.com/forms/general-query. Just complete and submit the form and they'll get back to you. Altrernatively you can always give them a call on 0800 917 051 9am to 5pm Mon-Fri.