Look fantastic and GHDs

Mrled_2

Hi
I hope someone can help.
I ordered 2 sets of GHDs from look fantastic on the 21st December for delivery on the 22nd.
On Christmas day my wife told me her GHDs did not work.
I emailed Look fantastic on 27th December about what to do and they said to send them to GHD.
I would like to get a refund and buy another set from somewhere else, as my wife wants them now and does not want to wait upto 14 days for a brand new set to be repaired.
Below are the emails between us. Can anyone suggest what to do as they keep saying to send them to GHD.
Thanks
Mr Led

Sent by: You. 27 December 2011, 21:15

One of the GHD sets I received is faulty. Upon switching the GHDs on they make a slight buzzing sound and the GHD light comes on ate then goes off.
Could you please advise on how to get these replaced.
Many Thanks

Sent by: lookfantastic.com. 29 December 2011, 8:24

Hi Glenn

Thanks for getting in touch letting us know you would like to return Ghd

Fautly GHD?s are covered by the manufacturers warranty and should be sent directly to GHD.

Please follow the below link to their returns policy


Alternatively you can send these back to them at the below address detailing what the fault is.

From the UK: ghd, PO BOX 397, Keighley, BD20 0WX
From another country: ghd, Unit 12, Ryefield Way, Silsden, West Yorkshire, BD20 0EF

Thanks again for getting in touch.

Kind regards

Rebecca

Sent by: You. 29 December 2011, 17:35

Rebecca,
Thanks for the reply.
I do not want to send these back to GHD. Could you please arange for me to return these for a refund and I will purchase another pair as my wife does not want to wait for upto 14 days for a replacement.
The order number was ******** and it is one set that needs to be returned.
Thanks

Sent by: lookfantastic.com. 30 December 2011, 8:04

Hi Glenn

Thank you for contacting lookfantastic.

As the Ghd are faulty, they will need to be sent back to ghd as they can repaired them or replacement them for you

In the meantime if you have any other questions or queries do not hesitate to get in touch

Kind Regards

Rebecca

Sent by: You. 30 December 2011, 8:55

I do not want to have a brand new set of GHDs repaired. These were purchased on the 21st December and arrived on the 22nd December so they are still covered under the distance selling regulations. As the item received was faulty and my contract of sale is with look fantastic, not the manufacturer I wish to send them back for a full refund and not to the manufacturer.
Please provide me with a returns authorisation number and the address to send them to.
Thank you


Sent by: lookfantastic.com. 30 December 2011, 9:00

Hi Glenn

Thank you for your message

Unfortunately as this ghd are faulty they will be sent to ghd as they had repair or replacement them, if you send them back to us, we will passed them onto ghd which would make the process longer as we will have to send them ghd for you as they are faulty

Sorry for any inconvienice this may have caused you

Kind Regards

Rebecca

bod1467

I would argue that the goods were faulty on arrival (or shortly thereafter). As such you have not accepted them and wish to reject them for a full refund. (A buyer has a "reasonable" time within which to accept or reject goods. I would say 1 week is reasonable).

wealdroam

OP, the key phrase you have used is Distance Selling Regulations.

Under DSRs, you have up to seven working days, starting with the day after delivery, in which to cancel your order and receive a full refund of all monies paid.
So if they were delivered on 22 December, You need to cancel by 5 January.

Have a look at the OFT's guide to the DSRs.
In particular paragraphs 3.22 onwards on page 17, and paragraphs 3.46 onwards on page 25.

You may have to cover the cost of returning the goods.
Use a trackable method for your own protection.

I should state that there are exceptions to the above, but if you stick to the above you'll be ok.

Edited to add:
Have you seen their T&Cs?
In particular, paragraph 10...

10. Cancellation Rights

Where you have purchased the goods or services as a consumer (i.e. for private use as opposed to business use), please note that you are entitled to cancel any contract completed with us within 7 days from the day after receipt of the goods or services.
If you do cancel a contract pursuant to this clause 9, then:

• you must notify us by contacting us or writing to lookfantastic.com, Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich, Cheshire, UK, CW9 7RA;
• you must retain possession of the goods or services and ensure that the goods or services are kept in the same condition as they were when they were delivered until such time as the goods or services are either collected by us or delivered back to us by you;
• we will notify you of when we wish to collect the goods or services. The goods and services will be collected by us within 28 days of our receiving your cancellation notice and we will charge the cost of collecting the goods or services, and will deduct this from any sum owed by us to you. Alternatively, you can return the goods or services to us by contacting a customer service operator on 0844 249 5022 (between the hours of 9.00am to 6.00pm) who will be able to provide you with address details;
• We will refund any monies you have paid to us within 30 days of receipt of your cancellation notice.

They are broadly in line with the DSRs, so you should be ok.

Mrled_2

Thanks for your replies. I will send them another message now and see what happens.

Flyboy152

What the flip is a GHD?

wealdroam

Flyboy152 wrote: »

What the flip is a GHD?

Google is your friend.

Rex_Mundi

wealdroam wrote: »

Google is your friend.

lol.....That's exactly what I was going to say

Flyboy152

wealdroam wrote: »

Google is your friend.

There's no need to be patronising. A quick post saying "They are hair straighteners" would have been less effort than taking the pss.

unholyangel

You want to outright reject them under SoGA. This means they are responsible for any costs involved.

Personally I would write them a LBA since they do not seem to be listening to you. In your letter you'll want to state what the problem is, what solution you seek (full refund) and when you want it by (7-14 days is around "normal" i think).

Alternatively.....how did you pay? What was the price paid for the straighteners? If over £100 with credit card you could make a section 75 claim. If debit card, you could action a chargeback via your issuer.

wealdroam

Flyboy152 wrote: »

There's no need to be patronising. A quick post saying "They are hair straighteners" would have been less effort than taking the pss.

That's ok... you're welcome.

bod1467

Even I knew what GHDs are - and I'm almost bald