Consumer Rights: MoneySavingExpert.com discussion

derrick

Art wrote: »

You are responsible for the cost of sending the goods back to them.

Regards,
Art.

Only if they inform you prior to delivery of goods.

pink_marshmallow wrote: »

thanks for the reply. i told them i was entitled to my original postage charge to be refunded and they told me i am not. what do i do now?
how do i get it back, it was rather alot of money

cheers
jodem

[FONT=&quot]OFTs BUSINESS GUIDE TO DSR [/FONT]

From page 27; -
Who pays for returning the goods if the consumer cancels an order?
3.55 If you want the consumer to return the goods and to pay for that return, you must make it clear in the contract and as part of the required written information – see paragraph 3.10. If the consumer then fails to return the goods, or sends them at your expense, you can charge them the direct cost to you of the return, even if you have already refunded the consumer’s money. You are not allowed to make any further charges, such as a restocking charge or an administration charge.

3.56 If you did not include these details in the required written information then you cannot charge anything. See paragraph 3.10. You can never require consumers to pay the cost of returning substitute goods – see paragraph 3.1 for more information.

3.57 If the goods are faulty or do not comply with the contract, you will have to pay for their return whatever the circumstances.



From page 25; -
Refunds (Regulation 14)
When do I have to refund a consumer’s money if they cancel an order?
3.46 As soon as possible after the consumer cancels, and in any case within 30 days at the latest. You must refund the consumer’s money even if you have not yet collected the goods or had them returned to
you by the consumer. You cannot insist on the goods being received by you before you make a refund. See also paragraph 3.64.

What specifically do I have to refund to the consumer if they cancel?
3.48 The DSRs require you to refund any money paid by or on behalf of the consumer in relation to the contract to the person who made the payment. This means the full price of the goods, or deposit or pre- payment made including the cost of delivery. The essence of, distance selling is that consumers buy from home and receive goods at home. In these circumstances, almost every case of home shopping will involve delivery of the goods ordered and so delivery forms an essential part of the contract.


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pink_marshmallow

thanks derrick,art and deanos(forgot to press thank you burtton)
i am retired and have spare time to persue this and £5.74 is a lot of money to me anyway. surely if the law says i'm right then there should be no problem.if all internet sellers keep the customers delivery charge they must be making a mint.could this be another consumer champions challenge for martin perhaps?


cheers jodem

Samcg86

I went to a local citreon garage on Saturday to get a quote for a brand new citreon C1 VTR.
An offer that they had on was a saving of £1000 as a customer hello/greeting as well as 0%finance.
I was shocked at this amazing deal and asked a few times how this could possibly be the case on a new car (especially when a second hand car of the same model works out as more expensive!) but was assured that this was the case.

They printed off a quote for me and I left the garage to make sure that this is the car that I wanted.

I rang the next day to confirm, but was told that the quote was incorrect and also that they no longer make brand new C1 VTRs.

What I simply do not understand is why their computer system allowed them to take off £1000 and also 0%finance and even to provide a quote that they "no longer produce" It just seems a little odd...doesn't it?

Where do I stand with this. On the bottom of their printed out quote it says "This quotation is valid for 14 days from the above date subject to changes in Manafacturer Prices or Interest Rates" I only went there 3 days ago!

I would be so grateful for any help and advice....surely this quotation means something?

Art_2

Unfortunately there's nothing you can do, you cna't demand the dealer honours the quote you have. At the stage you've got to the quote was merely 'an offer to trade'. The dealer can withdraw at any time.

Regards,
Art

ljonski

A friend of mine bought something for his washing machine. He told the salesman specifically that he needed 3 of them and they were ordered.Today he picked them up and was given 3 packets containing 2 in each. HAs he been missold ? and can he get his money back on all of them as it appears now that they charged him 5x the amount that i could have got the same one for. Or can he just get a refund on the extra packet that he doesnt need ?

Art_2

If one unit represents 2 items then he has been sold the correct amount. Initially talk to the retailer and see what they have to say. As for the cost he ordered goods and he has to pay for them. Next time maybe he will do his research before ordering.

Regards,
Art.

OlliesDad

pink_marshmallow wrote: »

if all internet sellers keep the customers delivery charge they must be making a mint.

Not really as the couriers delivering to you still need to be paid. It is more of a case that retailers that are keeping the delivery charge are not making a loss.

kat1311

Hi, I'm wondering if anyone coule give me some advice please.

I bought a fujitsu siemens laptop from argos online in August 2009. I paid the whole amount (over £200) on my credit card for extra peace of mind. Around January the laptop developed a fault with the screen flickering. I ignored it at first, but it's gradually become worse overtime, with now the problem lasting upto 10 mins. I rang Argos customer services yesterday and they are arranging for the laptop to the collected and repaired. In the meantime, I did a google search and discovered this is a common problem with this particular model of laptop, with many people having 3 or 4 repairs and the problem still not being resolved. I'm concerned that the laptop will come back and will work for a few days then the problem will re-occur after the 27th August (when my 1 year guarantee runs out). If the laptop does develop the fault again after the 27th August do I have any rights to claim a refund/replace/repair? Or would I be responsible for paying for a repair?

Art_2

Inform Argos that you feel the laptop has an inherent fault and inform them that you require a replacement or refund.

Regards,
Art.

deanos

I think you will be better going to where you bought it as its an inherent well documented fault, Tefal do no have to help you and can dictate there terms if they wish