Need a Refund but online company won't give me one

Abenson

I ordered a phone from an online office supplier to use with my BT broadband talk. When I got it and tried to plug it in it didn't work so i contacted BT and they said it was becuase i need a VOIP enabled phone.

So I contacted the officesuplleir (within their 14 day return period)and told them "I wish to return the BT Paragon 510 Telephone Corded phone I ordered unfortunately it does not work on my broadband phone line. I have spoken to BT they say it is not compatible."

They replied saying "Unfortunately the item has been used as is therefore not in resellable condition. We can only arrange a process for a fault detected with the item."

Their website says "If something doesn't quite meet your needs, we offer a 14-day returns policy. We'll collect the item for free and give you a credit (providing it's in resaleable condition)."
I have reboxed the item and as far as I'm concerend i've never used it, they haven't even offered a part refund and i think they could resell it...what do I do?

any advice would be very helpful as i can't afford to get my money back especilally as I had to reorder another phone from BT

Thanks

maninthestreet

Distance Selling Regulations give you 7 days in which to return the phone. Is the phone in a completely resaleable condition?

Abenson

I did unpack it, but I have now put it all back in box, there are no marks on it and all the insructions etc are all there.

ryandj

Did you pay by credit card?

Abenson

I paid by paypal

ryandj

You can raise a dispute by paypal then I think, especially as it is "not quite what you needed" as specified on their website.

savemoney

Under the Distance Selling Regulations you are suppose to only inspect the goods not use them, granted you only used it to see if it works, but technically the DSR you used the goods.

If its not compatible surely you should have checked before ordering

I know you wont like what I say but the fact is the DSR wont cover you

BT broadband talk
Broadband Talk uses your broadband connection just like an extra phone line. Just plug a regular phone into your home hub or router and dial as usual. The only difference is that BT Total Broadband customers pay no extra rental. It's all included in the Total Broadband package

BT Paragon 510 Corded Phone


http://www.shop.bt.com/productview.aspx?quicklinx=52XH

VoIP

---

NO

ryandj

The OP did not say they have used the item, only that they opened it and contacted BT to see if it was compatible... so as long as they haven't used it then perhaps it should be covered?

savemoney

They said "When I got it and tried to plug it in it didn't work", so she technically did use it, you are only allowed to inspect the goods

The only think that may help is if the company didnt give the information that its only for VOIP

An accurate description of the goods or services



"The Regulations give consumers the right to inspect goods before making a decision to buy and to return them in their original condition if they are not suitable for any reason. "

http://www.cambridgeshire.gov.uk/business/trading/information/fair/Distance+Selling+Regulations.htm

Abenson

This is what i told them
"I wish to return the BT Paragon 510 Telephone Corded phone I ordered unfortunately it does not work on my broadband phone line. I have spoken to BT they say it is not compatible" so didn't tell them that I tried to plug it in.

Also in the specs to the phone it doesn't mention if it is VoIP compatible or not.

Abenson

I shpuld also state that in my ignorance of Broadband lines i didn't realise you had to get a specifcally ie. Voip compatible phone as per bt's own words "Just plug in a regular phone into your home hub or router and dial as usual."