Website says this "You are permitted one exchange. To make the exchange, return the merchandise (including device, charger, battery, instructions, and any other components) in the ORIGINAL box. All merchandise must be in like-new condition and accompanied by the original receipt".
I upgraded from an iphone 7 to iphone 12 pro max and ordered new phone through Affirm monthly plan. Received new phone June 7 but find its too heavy. I would like to exchange it for a lighter phone between the 7 and 12. Can you help? I chatted on July 24 and was told return shipping label was on its way. It hasn't arrived.