Returning faulty goods

monkey-a

In Jun2011 I ordered a pair of boots online, through a company on a well know website. Just recently I've tried to wear them, only to find that there is a fault with a zip on one of the boots. Could you please let me know if I'm well within my rights to ask for an exchange/refund 3 months on? It is clear by the state of the boots they haven't been worn and after closer inspection you can see at the bottom of the zip the teeth aren't together. Appreciate any help.

Norfolk_Jim

You have 6 months to return goods for being faulty, after that you need to prove they were faulty. If the shop want to be difficult with you they have to prove they were not faulty inside that 6 month period. It depends a lot on the company, some will be no trouble, others might be a bit more difficult, but if they are effectively still as bought I'd think you will get a refund / replacement - you need to contact them and ask, or if its a very big retailer you might want to look at their returns policy first.

monkey-a

Thanks for the reply Norfolk_Jim. They are still as bought, been in the box all this time.

somethingcorporate

As per NJ's advice you should be ok. Come back here if they start to get difficult.

monkey-a

Thanks somthingcorporate. I am having some difficulties....they keep referring to the fact that it has been 3 months. Also, stating that normally customers wouldn't have to pay return costs for faulty goods, but as this is 3 months on I would have to cover the return costs. I now realise I should have done a more thorough check on receiving the boots before putting them to one side, but still the zip is faulty and the boots hardly worn. Surely, I'm ok requesting a replacement/refund? Any suggestions?

Tyler_Du

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained/

arcon5

Since the goods arrived damaged they are likely deeming you to have accepted the goods which is causing the problem as their terms likely state you must report damage within x number of days.

If I was you I would have been inclined to email them and explained the fault developed once you tried to use them for the first time.

monkey-a

I did, I only noticed the fault when I recently tried to wear them - having trouble with the zip, the teeth at the bottom not connecting together.