My-Handy contract cancellation – device returned to Arvato, return refused despite multiple replacement devices

Hello everyone,

I would really appreciate some guidance regarding my ongoing case with O2, as I am currently stuck between O2 support and Arvato logistics.

I purchased a Google Pixel 9 Pro through an O2 My-Handy contract. Within the statutory warranty period, the device developed a repeated System UI defect. Google issued multiple replacements (several RMAs), but the same issue occurred again.

O2 confirmed in writing that I am entitled to a Rückabwicklung (contract cancellation and refund) after unsuccessful repair attempts.

I sent the device back as instructed, but Arvato rejected the return stating that repair/replacement documents were missing, even though I have RMA confirmations. The device is currently with Arvato, and I received a letter saying I would need to arrange delivery at my own cost, which I believe is incorrect since this is a warranty defect case.

I have already contacted O2 via the contact form and submitted all documents again, but I would like to understand:

• How can I ensure the device is correctly linked to the Rückabwicklung case?
• Does O2 need to internally instruct Arvato to process the return?
• Is it normal that Arvato requests customer-paid delivery in a warranty cancellation case?
• What is the best next step to move the refund process forward?

I want to resolve this correctly without restarting the return process or creating further delays.

Thank you in advance for any advice.

Best regards
Bharath
edit o2_Solveig 24.02.2026, 13:01 Uhr verschoben von o2 Mobilfunk → English Community