After ordering an S21 £692.10 and an S21+ case £15.12, (£8.88 discount), I returned the S21 (DPD Collection) due to it not having the experience I liked and waited for over a month for a refund. I made a call after receiving no refund or update on a refund.
Samsung 'customer service' then told me that I also had to return the case for the refund to go through due to the £8.88 discount for the case from buying the S21.
Unfortunately I've bought the case for a relatives S21+ and don't want to return it. Furthermore, 'customer service' never specified that I had to return the case with the S21, even after asking for any possible extra instructions I might need to know during the call.
Samsung could simply deduct the discount price from the refund for the S21 making it £683.22 which I'd be fine with.
Any advice on how to solve this? I can't give the case back, as I've bought it as a gift, I only want a refund for the phone which I've already sent back as instructed to the letter. Now customer services are telling me that it's impossible to refund the device due to the case not having also been returned.