Returning faulty goods to an online retailer

greyraccoon

I bought a boxset of CDs from HMV.co.uk. When it arrived two of the CDs were the same. When I return it for replacement, am I entitled to ask them to refund my postage costs?

Colin2511

HI,

It depends on the T&C, we will always refund postage for our errors. faulty goods etc, and refund cost of item - postage if the customer changes their mind about product,

Distance Selling Regulations should help though

RufusA

andrew_farrell wrote:

I bought a boxset of CDs from HMV.co.uk. When it arrived two of the CDs were the same. When I return it for replacement, am I entitled to ask them to refund my postage costs?

In a word Yes (for replacement), and IMHO it would be illegal for them to attempt to reduce your statutory rights by trying to avoid it.

Under the Sale and Supply of Goods to Consumers Regulations 2002:

http://www.opsi.gov.uk/si/si2002/20023045.htm

48B Repair or replacement of the goods

(1) If section 48A above applies, the buyer may require the seller -

(a) to repair the goods, or
(b) to replace the goods.

(2) If the buyer requires the seller to repair or replace the goods, the seller must -

(a) repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;

(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

HTH - Rufus.

madscientist_3

I had a problem like this with a DVD boxset. I emailed the company who made the set and they just replied asking who I bought it from and where I would like the replacement discs sent to. Might be a quicker and easier...

greyraccoon

Thanks for your help. When I emailed them, they gave me a freepost address I can send it back to. :T