consumer rights

sedella

Bought my son a gold chain with celtic charm over the internet from Heritage of Scotland. The charm was very fine and after two months it snapped in two. Contacted the firm and then sent it back to them. The decision they came up with is that it had been bent and twisted. This is utter rubbish and the charm must have had a flaw. The best the firm have offered is for me to buy another item at half price. I feel let down, what are my rights?
Thank you.

Godders

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OlliesDad

sedella wrote: »

Bought my son a gold chain with celtic charm over the internet from Heritage of Scotland. The charm was very fine and after two months it snapped in two. Contacted the firm and then sent it back to them. The decision they came up with is that it had been bent and twisted. This is utter rubbish and the charm must have had a flaw. The best the firm have offered is for me to buy another item at half price. I feel let down, what are my rights?
Thank you.

If you disagree with what they are saying it will be necessary for you to provide an independent report stating otherwise. Not too sure if a local jewellery shop will do the report for you.

Remember though, if it wasn't a manufacturing flaw, the company can withdraw their offer of 50% off another one.

Darksun

OlliesDad wrote: »

If you disagree with what they are saying it will be necessary for you to provide an independent report stating otherwise. Not too sure if a local jewellery shop will do the report for you.

Remember though, if it wasn't a manufacturing flaw, the company can withdraw their offer of 50% off another one.

Actually, as it is less than 6 months since purchase, isn't the burden of proof on the retailer? So they would have to prove that it was down to misuse/abuse. Not sure exactly how this would work in practice, whether their own 'expert' opinion is considered enough or if they would have to get it tested by an impartial 3rd party.

jdturk

Darksun wrote: »

Actually, as it is less than 6 months since purchase, isn't the burden of proof on the retailer? So they would have to prove that it was down to misuse/abuse. Not sure exactly how this would work in practice, whether their own 'expert' opinion is considered enough or if they would have to get it tested by an impartial 3rd party.

Correct...

4743hudsonj

As said it is for them to PROVE it was misuse, ask them how they justify this conclusion.

sedella

Thank for the advice.