Quick questions on Consumer Rights

derrick

Wednesday100 wrote: »

I bought a power supply (electronic item) and when I switched it on it appeared to have multiple faults, including audible shorts.

I foolishly tore up the box before checking that it was working OK.

The retailer's terms and conditions say that both faulty goods and general returns need to be sent back with original packaging in pristine condition, otherwise they will reduce the refund amount to compensate them for not having the original box.

What are the rules on this under current consumer rights legislation? If your item is faulty are you entitled to a full refund even if you don't send it back in the original box?

I could only find old posts on this and Which talks about the importance of returning goods with packaging, but I got the sense this was to make things easier.

Original packaging is irrelevant for returning faulty goods, their T&C,s do not over rule legislation, CRA.

.

theonlywayisup

Wednesday100 wrote: »

I bought a power supply (electronic item) and when I switched it on it appeared to have multiple faults, including audible shorts.

I foolishly tore up the box before checking that it was working OK.

The retailer's terms and conditions say that both faulty goods and general returns need to be sent back with original packaging in pristine condition, otherwise they will reduce the refund amount to compensate them for not having the original box.

What are the rules on this under current consumer rights legislation? If your item is faulty are you entitled to a full refund even if you don't send it back in the original box?

I could only find old posts on this and Which talks about the importance of returning goods with packaging, but I got the sense this was to make things easier.

Current, how current? When did you purchase?

Wednesday100

The item was purchased last week.

theonlywayisup

Wednesday100 wrote: »

The item was purchased last week.

Then you have 30 days to reject it and packaging (for it being faulty) does not come into it.

Who is the retailer and have you actually contacted them?

cloo

Can an online retailer insist on only doing exchanges, not refunds? We bought something for our bathroom that now doesn't fit after we had to alter plans slightly the day after we ordered, so it's in it's packaging untouched. I think the retailers Ts&Cs do state exchange only. Thanks.

wealdroam

cloo wrote: »

Can an online retailer insist on only doing exchanges, not refunds? We bought something for our bathroom that now doesn't fit after we had to alter plans slightly the day after we ordered, so it's in it's packaging untouched. I think the retailers Ts&Cs do state exchange only. Thanks.

You have 14 days, starting with the day after delivery, to cancel an online order for any reason you like.
If you are still in that period, send the seller an email stating you wish to cancel the order.

Depending on the information they have supplied, it is quite likely that you will have to cover the cost of returning the goods.
They have 14 days from the date of your cancellation email to refund your purchase price, and they must refund the basic delivery cost if you only ordered the one item.

This is all detailed in MSE's Consumer Rights guide.

It is worth noting that a seller's T&Cs cannot overrule your statutory rights.

agrinnall

Depends how long ago you bought it.

Darn, wealdroam got in first with the usual comprehensive answer.

iggi_2

Hi,
Recently returned a faulty item, no issue receiving replacement item and retailer agreed to refund postage costs. My issue is that the retailer is demanding my bank account details in order to process the postage refund. I would rather not give them my account details can I ask for a cheque?

wealdroam

iggi wrote: »

Hi,
Recently returned a faulty item, no issue receiving replacement item and retailer agreed to refund postage costs. My issue is that the retailer is demanding my bank account details in order to process the postage refund. I would rather not give them my account details can I ask for a cheque?

Did you pay by cheque?
If not, why do you expect a cheque in return?

Give the seller you bank details. He can't take money from your account.
Your account details are on every cheque you write.

MojoeMonkey

Hi all, I work for a large charity shop and am very confused. I do not want to contact our customer services regarding this as I could cause trouble for the other managers.
A customer brought back an item which was faulty costing £1.99 they had no receipt, no proof of purchase in a bank statement etc... and the price tag from our shop was no longer on the item. Am I right in assuming they are not to entitled to a refund as they have no proof of purchase? I've no problem in giving people refunds for things like this but wanted to know legally where I stand should this happen again. Many thanks xxx