Bought a faulty item

lyndsey80

Hi,

My mum purchased a portable DVD player and when it arrived it came with a car charger (it just said "charger" on the listing) she doesn't have a car so she went and spent £15 on a charger to find the battery doesn't work. She sent a message to the seller and he never responded. It wasn't until I told her to send a message saying she will open a case against him that he replied, apologising and asked her to send the item back and then he will give a full refund.
My question is - should she get the refund first and then send it or is he correct to ask for it delivered first?
Also, what is the best way for her to send it? Recorded? To ensure he doesn't say he never received it?

lyndsey80

I should add that he has 100% positive feedback on over 1,000 items

the_lunatic_is_in_my_head

Returning the item before getting a refund is normal, how much did the item cost?

lyndsey80

It was £26 + £6 P&P
I have said she may lose out on the P&P though...

the_lunatic_is_in_my_head

Recorded should be fine for that amount, she will get the original P&P back (if the seller doesn't refund this then Paypal will), if the seller is a business you are entitled to the return postage (and possibly the cost of the charger) but it's hard to enforce.

There is a slim chance it's the charger your mum purchased, does she know someone with a car that she can quickly test the player in?

lyndsey80

Ooh good idea! Although the seller did say he should have checked it before he sent it out

the_lunatic_is_in_my_head

It's worth a go, if it still doesn't work ask your mum to pop the parcel back in the post by Recorded Delivery and let the seller refund whatever they want, if they don't refund the original postage and/or the return then go back to them and ask. It's best to keep it simple until the seller shows their hand.