Ideal World shopping channel refusing refund

Jo_2k

Hi

I am just looking for some advice on behalf of my mother. She recently purchased a Vodafone pay as you go internet dongle from the Ideal World shopping channel on sky TV/Freeview. When she tried it, she found that she had no signal in her home thus making it useless really. Ideal world have a no quibble returns policy within 30 days unless it is audio/visual/software which states you are not allowed to "break the seal". My mother returned it and said the reason was that it did not work in her home and they have today sent her it back saying that she is not allowed to retun it as the seal is broken. I am just querying if they are actually allowed to do this as surely you cannot try something without breaking the seal anyway? She has tried ringing them and after a hour of trying finally managed to speak to someone in a foreign call centre who said that as the seal is broken she cannot return it, my mum asked to speak to a manager and she has beent old someone would contact her within 24 hrs but 7hrs on has not yet heard anything.

Any advice would be most welcomed. Many thanks in advice.

Jo

Meepster

Under the Distance Selling Regulations, you legally have seven days to reject the goods, from the day you recieved the goods. You need to state you want to return the item by sending an email or letter, a phone call is not enough. So as long as you have had it less than seven days, you can claim a refund this way. When it was sent back originally, was there a letter sent with the goods?

omen666

Other than the DSR regs you can alos return it under not fit for purpose under the SOGA

advent1122

omen666 wrote: »

Other than the DSR regs you can alos return it under not fit for purpose under the SOGA

But it is fit for purpose - it is the op's house that is the problem.

Jo_2k

Unfortunartely mum has had the item longer than 7 days as she didn't worry about sending it back immediately due to the 30 day returns policy. She is still waiting for a phone call from a manager over 24 hrs later!

My sister bought one of the these dongles from pc world a few months ago and had to retun hers due to poor coverage in our area and due to mum not being so technically minded, thought it would be find for a "lite" user but it the signal is so poor that it is unusable. My sister was able to return hers to pc world and they accepted it no problems and even told her that lots of people had returned them due to poor coverage.

Surely there must be some legislation with regards to them not explaining the possibility of bad coverage or some other law that can assist in returning this, I just hate to see people being taken advantage of. It cos £40 so wasn't cheap and she had to pay the £4 to return it just to have it sent back 2 days later!

Once again, any advice would be very much appreciated.

Jo_2k

Sorry, me again. Failing the above, would it be worth just sending it back saying it is faulty - Just a thought.

Thanks.

Brooker_Dave

Jo_2k wrote: »

Sorry, me again. Failing the above, would it be worth just sending it back saying it is faulty

Won't they just send you another one?

Or test it and send it back?