Getting a cash refund from CeX

councilgarret

Hello there,

This might sound like a total newbie question, but I bought a Mini DV Camcorder from CeX last november and it's broken down - it's still under warranty but the company is telling me it can only refund to the current sale costs in vouchers! I didn't know about the voucher only refund at the time, and as they can't provide any kind of equivalent replacement they're telling me it's the only option. Are they right?

Had I known that at the time I would never have bought the camera from this company.

Esqui

In a roundabout, slightly weird way...yes. Almost.

They can remedy a fault with repair, replacement or refund (with some taken off on account of having had usage). You can suggest a remedy, but they can reject it if it's disproportionately costly - in effect, this allows them to choose the cheapest method.

However, I'm not quite sure how it works with reference to refunding as store credit or vouchers. Also, how much did you pay, and how much are they offering?

councilgarret

Well, i originally paid £85 for the camera, and they're offering me £58 (the current sale value) of vouchers as the refund - as far as i was aware if the product isn't fit for purpose i'm entitled to a cash refund, and as it has a 12 month warranty which it hasn't lasted through it isn't fit for purpose.

This is the email i eventually got from them:

I have spoken with our Walsall store, who unfortunately cannot secure a replacement for you. Therefore, your returns options are as follows:

Buy From CeX In store


Once you have purchase an item, you have the following returns options:
48 Hour Goodwill return - We will offer you the amount paid in CeX voucher if you return any item for any reason within 48 hours of purchase.
28 Days Statutory Refund Policy - Did your item develop a fault, that has occurred through no fault of your own? Provided it is returned with a receipt and we can verify the fault, we can offer a full refund to payment method, repair or replace the item, or exchange it for something else of equal value.
12 Month warranty on all items (except consumables) - Outside of the 28 day period, if your item develops a fault through not fault of your own, we will aim to repair/ replace the item. In the event this isn't possible - we will refund to the current sale value in CeX voucher.Regards,

If there is anything else we can help you with - please don't hesitate to contact us!


Richard
CeX Wecare Team
Buy Sell Donate

this has been dragging on for over a month now, starting to get quite tetchy about it!

Esqui

The offer of a £58 refund on an £85 camcorder which is 10 months old, suggests that they place a lifetime of about 3 years on it. Fair?

I'm rather hoping someone will come along, as I'm not entirely sure if they can force you to take a refund as vouchers, or whether you should have it back in proper money. I'm inclined to say they can't do that...

councilgarret

Well, the section on second hand goods on the main site suggests so - i've always been cagey about buying such things second hand but the glorious 12 month warranty made me let my guard down! Also i'd say i've only shot about 8-10 hours of footage altogether, which isn't exactly much, and the mechanism has totally gone. My point is that £58 cash is reasonable compensation which will go a long way to replacing my camera, £58 in CEX vouchers will be frittered away on DVDs that i don't really want. I'm certainly never buying electronics from CeX again, and several of my friends who've seen the trouble i've been going through are also thinking twice before spending their money there.

Thanks for your replies!

ShaneUK

Take a look at the main site, http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange should help, in particular

Do I have to accept a credit note if a shop offers it?

If you're simply exchanging goods that aren't faulty – then yes, as you have no legal rights to exchange non faulty items, so if that's the store policy that's it. If you do get a credit note – watch out for the restrictions as to how and when you can spend it.
Yet if the goods are faulty (ie they break the SadFart rules) then your statutory rights over-ride the stores policy and provided you take it back in time (see act as soon as possible you have a right to a full refund.

ShaneUK

Does CeX count as "second hand goods"? To me, this classification would be if you bought from a private seller, however, as this is a shop.....

councilgarret

Thankyou! I'm trying to work out the best way to proceed with this one - the shop says it can't do anything with the HO authorisation, and the HO sent me the charming email posted above - was thinking of referring them to this website and section 48 of the Sales of Goods act! I'm not used to companies being so sticky about such things...

it is a second hand camera, but the section on second hand goods suggests that doesn't make a difference, especially as i'm happy to accept the current sale value.

Widelats

I have dealt with them before and the said same to me, only vouchers available for price of what they would buy it for.

I am not sure that this is legal either, but it is what they always say, i would like to know the truth on this stuff as well i am sure you are entitled to a refund of cash if your goods are faulty, you are entitled everywhere else.

BigLee_24

Im not 100% sure but if the product is faulty am sure you are entitled to a refund in the same method you originally paid.... ie if you paid by card it goes back on your card, if you paid by cash you get back cash etc

Also I am fairly sure they can adjust the cost to reflect the time you have had the product....

councilgarret

like i said to them, had i paid for the camera in vouchers i'd be happy with vouchers back, but i did pay cash. it's the fact that i've waited over a month for a replacement that turned out to be non-existant and that i can't use the vouchers to help me get a recplacement that is making me stick my heels in about this. The price difference is fine with me too - but i need to get this dealt with relatively quickly before the current sale price drops anymore! But simply, the product broke down when i would reasonably expect it to still be working, and the 12-month warranty reinforced that.

I certainly wont be using them again for anything other than cheap dvds- plus at least five of my friends who were considering buying electronics from them have now decided to boycott CeX due to their returns policy.

Will let you all know how this one pans out