Seller Will Not Authorise Return

Beancounter

I bought an item last month, the seller (a business) had a 14 day return policy. After trying it out briefly it was clear it was not what I wanted so emailed the address given on the listing as per the returns instructions.

This email went to the support team who asked what the problems were and gave me various things to try out despite me asking for a returns authorisation. I tried to ask for an RMA 3 more times before going on holiday. On Tuesday I messaged the seller via Ebay but have as yet received no reply.

As it seems they have ignored my request for a return as I now within my rights to leave negative feedback for this?

System

have you contacted ebay to try to resolve this matter ?

melliott1963

Does the item do what it's meant to do and are you just unhappy with it because you thought it might do something which it doesn't? Or is the item actually faulty?

Regardless of this, as it's a business seller, they're legally obliged to accept returns, so I'd just raise a claim through Paypal (if you paid using this) or ebay and take it from there. I assume it's still less than 45 days since you purchased the item?

Beancounter

melliott1963 wrote: »

Does the item do what it's meant to do and are you just unhappy with it because you thought it might do something which it doesn't? Or is the item actually faulty?

Regardless of this, as it's a business seller, they're legally obliged to accept returns, so I'd just raise a claim through Paypal (if you paid using this) or ebay and take it from there. I assume it's still less than 45 days since you purchased the item?

It was purchased on December 5th.

The item is a Freeview PVR with wifi. The item has no faults as such, just a few software bugs but due to thottling of my broadband by BT I can't access one of the main services I purchased the item for.

http://www.ebay.co.uk/itm/260898984222?ssPageName=STRK:MEWAX:IT&_trksid=p3984.m1423.l2649

See the returns policy at the bottom of the listing.

I thought Paypal disputes could only be started if the item was faulty or not as described etc?

the_lunatic_is_in_my_head

Their terms state postage is not refunded (which is against the DSR) and so technically you are entitled to a refund of your full payment and only have to make the goods available for collection at their costs.

Send them one last email stating:

"I am writing to you to inform you of my notification that I wish to cancel our contract under the Distance Selling Regulations. Please refund my original payment in full (including the original outward postage) within 30 days of this notice. Please provide full details of returning the goods if you wish for them to be returned, alternatively I shall make them available for your collection."

If they do not reply then phone consumer direct and ask them for advice. For £150 I'd send the email, then send them a notice before action in the post by Recorded Delivery and then file through the small claims court. I think you'd win hands down.

theonlywayisup

You are still within the timeframe to open a SNAD case. As you have given the seller a chance to rectify, I would open a dispute (SNAD) and state the item is not working as it should (which is true). You will be asked to return it tracked at your expense. Make sure you insure it adequately as some couriers only give £50 of cover. Also note that recorded delivery by Royal Mail will not offer sufficient cover. You will then have to upload the returns tracking to the dispute and once finalised, the full initial payment you made (£150 plus £7.50) will be returned to you.

Beancounter

Thanks for that, I have opened a SNAD case, will let you know how it goes,:)

theonlywayisup wrote: »

You are still within the timeframe to open a SNAD case. As you have given the seller a chance to rectify, I would open a dispute (SNAD) and state the item is not working as it should (which is true). You will be asked to return it tracked at your expense. Make sure you insure it adequately as some couriers only give £50 of cover. Also note that recorded delivery by Royal Mail will not offer sufficient cover. You will then have to upload the returns tracking to the dispute and once finalised, the full initial payment you made (£150 plus £7.50) will be returned to you.

Obviously_the_best

For returning it, try to use:

• https://www.collectplus.co.uk
• https://www.myhermes.co.uk
• https://www.parcelmonkey.co.uk

As these are tracked, which is required for a PayPal dispute return

theonlywayisup

Obviously_the_best wrote: »

For returning it, try to use:

• https://www.collectplus.co.uk
• https://www.myhermes.co.uk
• https://www.parcelmonkey.co.uk

As these are tracked, which is required for a PayPal dispute return

Just ensure they have adequate cover.

Op, wait for the dispute to tell you to return it.

Beancounter

Just to update the thread. I returned the item as per the Ebay procedures and have today received a full refund including carriage to my Paypal account. Ebay even supplied me with a prepaid Parcelforce label to send it back to the seller:beer:

Thanks to all for the advice, particularly theonlywayisup as I wouldn't have thoughgt about opening a dispute.