Faulty Items, Postage Refund?

jazzy

I am having a problem with an online purchase I made with Scan Computers. I would like some advice on my statutory legal rights.

I purchased a dect telephone from them recently and it was faulty, it would not work. I returned the item and requested a full refund but they have only refunded me the item price and not the postage. They also tested the item and confirmed it was faulty.

I am sure that I have read somewhere that I am entitled to a full refund including the postage because of my statutory rights? Is this correct and if so am I also entitled to claim for my expense to return the item?

Thanks

marybishop

We've had the same problem with Dabs.com - two faulty HP DVD Writers. Have only returned one so far and Dabs refunded the cost of the item but haven't got anywhere with the postage. Also had this problem with a seller on e-bay - order a Scenic spotlight, they sent the wrong one which I then had to return. They sent a replacement but have not refunded the postage despite saying they would if we told them how much it had cost.

pin

If an item is faulty, under the Distance Selling Regulations, the retailer is responsible for getting the item returned back, therefore should meet the cost of the postage.

I would contact them again and explain the situation. If no luck I would get in touch with your local Trading Standards office, they are quite good at chasing retailers on matters like this.

carrie483

Yes you are entitled to a refund on the postage.

Contact your local CAB office if they refuse to refund.

Carrie

Astaroth

To the OP - are you talking about the postage for sending the item back to them or the actual cost of the original item being sent to you (given that you have had a refund rather than a replacement)?

jazzy

Astaroth wrote:

To the OP - are you talking about the postage for sending the item back to them or the actual cost of the original item being sent to you (given that you have had a refund rather than a replacement)?

I am more concerned about the initial order's postage, which has not been refunded (only the price of the item has been refunded)

If I am also entitled to a refund for posting the item back to them I will take it up with them, this is purely down to the attitude I have received from Scan Computers.

taxiphil

I'm glad I stumbled across this thread. I have a similar scenario: I ordered some memory from Crucial.com, which their website "guarantees" to be compatible. But it's not compatible - the module doesn't fit.

They've sent me return instructions and have the nerve to insist that I must return the item by Royal Mail Special Delivery, but they won't pay, even though this whole mess is entirely their fault!

Thanks to pin above for the info about Distance Selling Regulations.

pin

taxiphil wrote:

I'm glad I stumbled across this thread. I have a similar scenario: I ordered some memory from Crucial.com, which their website "guarantees" to be compatible. But it's not compatible - the module doesn't fit.

They've sent me return instructions and have the nerve to insist that I must return the item by Royal Mail Special Delivery, but they won't pay, even though this whole mess is entirely their fault!

Thanks to pin above for the info about Distance Selling Regulations.

Re Crucial, that is very strange. Crucial are regarded as being a very good retailer with excellent customer services. Re their guarantee of compatability, did you use their "memory advisor tool"? They only guarantee compatiability only if you use that tool.

Also in your case the item is acutally not faulty, its just not compatible.

trickytrolleys

By law they must foot the entire bill for a faulty product

taxiphil

pin wrote:

Re Crucial, that is very strange. Crucial are regarded as being a very good retailer with excellent customer services. Re their guarantee of compatability, did you use their "memory advisor tool"? They only guarantee compatiability only if you use that tool.

Also in your case the item is acutally not faulty, its just not compatible.

I also thought Crucial had an excellent reputation - I'd heard so many good things about them.

Yes, I did use their memory advisor tool but the memory module they sent me has a notch in the wrong place and won't slot in to my computer (and don't worry, I've tried inserting it upside down, back to front and every possible way, but it's like putting a square peg in a round hole!). I've checked and double checked with their customer service advisor that I did enter the correct spec of my computer into their website, and they do accept I was spot on and the mistake was theirs, but still expect me to fund the Special Delivery return!

The item isn't faulty as such, but it's not fit for the purpose described and therefore it's just as bad as sending me faulty goods. I've read all their T&Cs and it seems their wonderful guarantee doesn't extend as far as paying the return postage - even when they're in the wrong! It's not much of a guarantee if it leaves the customer out of pocket.

deanos

if it dosent fit then its not fit for purpose so you are entitled to the postage back