Piximania Refund Problem

pob1976

Can I warn everyone about trying to get a refund from Piximania when you receive a faulty product. They give you a 15 day money back guarantee if you are not happy with the item. The problem is that they take a long time to process the refund so you go outside the 15 day mark. I had a faulty product that I had replaced only to find the second one was also faulty. I contacted them to advise how to get a refund and they sent me the following email:

Thank you for your email.

We apologise for the trouble with your product.

We have a 15 day money back guarantee which is sadly over. Therefore we can no longer accept the return of your product for a refund or replacement.

cajef

A quick search of the forums will come up with many bad reports about Pixmania including this long running thread here

http://forums.moneysavingexpert.com/showthread.html?t=677665&highlight=pixmania

isplumm

p!!!976 wrote: »

Can I warn everyone about trying to get a refund from Piximania when you receive a faulty product. They give you a 15 day money back guarantee if you are not happy with the item. The problem is that they take a long time to process the refund so you go outside the 15 day mark. I had a faulty product that I had replaced only to find the second one was also faulty. I contacted them to advise how to get a refund and they sent me the following email:

Thank you for your email.

We apologise for the trouble with your product.

We have a 15 day money back guarantee which is sadly over. Therefore we can no longer accept the return of your product for a refund or replacement.

I would suggest that is irrelevant - as the goods are faulty - have a look at the Sales of Goods act - SOGA ... quote them that

Mark

Devin_Shockwell

If you spent over £100 on a credit card just use section 75 and you can reclaim the cost of the product and any expenses such as return postage. MoneySavingExpert even provide a template if you dig a little. In cases where the item is £100 or over the credit card company is equally liable for anything going wrong as if they themselves sold the goods to you.

Then again, if the item cost less than £100 I've found that pixmania respond more favourably if you state your case in black and white by writing a detailed letter to them. Include snippets from the website that you think might be relevant to your claim. Also remember to get back the cost of return postage, pixmania pay this directly into your bank account so there's little delay.

The_Pedant

The original goods were faulty.
The replacement they sent out was faulty too.

Therefore at not point have you actually 'accepted' the goods.

Therefore, write back stating that as they have delivered 2 faulty items you are rejecting the goods forthwith, as allowed under under the provisions of the Sale of Goods Act.

Reiterate that you have only been in possession of the goods long enough to make a determination on whether the goods are acceptable or not, and in both cases the goods have been faulty and therefore rejected. You are therefore now rejecting to goods completely and seeking a full cancellation of the order, as goods have not been fit for purpose (as they are faulty).

See section 35 of the Sale of Goods Act for the long winded version.

System

i believe pixmania is a french company , would it be covered by the SOGA ?

BFG_2

chargeback on your cc or dc.

pixmania are woeful, awful, terrible, etc...never ever use them.

Warn everyone how bad they are.

The_Pedant

i believe pixmania is a french company

Doh! Well that messes things up a lot.
I'm not sure what sort of UK presence is required in order to be bound by UK law. Where was the package sent from?

As I understand it, they have a UK returns address, and a UK phone number, which suggests that they do have a bricks and mortar presence in the UK and could make things easier. It all gets very blurred due to where your order is made, the T&C's etc... Unfortunately though, it's getting into the realms of requiring far better informed advice than I have.