Cex Voucher

Spoonhead88

Hello,

in july 2011 i bought a second hand htc wildfire phone for £150 on a debit card from the store cex (computer exchange) A few days ago the screen on the phone stopped woring. I took the phone back with my reciept and they said they would test it come back in 2 hours. I returned to be told that yes the phone has a fault and they will refund me hte money. Unfortanly they could only pay in a store voucher for the value of phone now not when i bought it. So i'm stuck with a £132 vocuher from cex. I have 2 questions.

Should they have paid me the value of what i paid for the item?

Can they under law only offe me a store voucher?

Thank you

whitelabel

this has been asked before so ill cut and paste from previous post

Esqui wrote: »

In a roundabout, slightly weird way...yes. Almost.

They can remedy a fault with repair, replacement or refund (with some taken off on account of having had usage). You can suggest a remedy, but they can reject it if it's disproportionately costly - in effect, this allows them to choose the cheapest method.

however Statutory rights over rule a "you must take a voucher policy" but only for 28 days or so.
Do I have to accept a credit note if a shop offers it?

Do I have to take a credit note/voucher ?
If you're simply exchanging goods that aren't faulty – then yes, as you have no legal rights to exchange non faulty items, so if that's the store policy that's it. If you do get a credit note – watch out for the restrictions as to how and when you can spend it.
Yet if the goods are faulty then your statutory rights over-ride the stores policy and provided you take it back in time
http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange


Buy From CeX In store


Once you have purchase an item, you have the following returns options:
48 Hour Goodwill return - We will offer you the amount paid in CeX voucher if you return any item for any reason within 48 hours of purchase.

28 Days Statutory Refund Policy - Did your item develop a fault, that has occurred through no fault of your own? Provided it is returned with a receipt and we can verify the fault, we can offer a full refund to payment method, repair or replace the item, or exchange it for something else of equal value.

12 Month warranty on all items (except consumables) - Outside of the 28 day period, if your item develops a fault through not fault of your own, we will aim to repair/ replace the item. In the event this isn't possible - we will refund to the current sale value in CeX voucher.

bod1467

Sounds like they've refunded you under their 12 month warranty terms. You can insist they treat it as a SOGA return* and thus refund you to the card used for payment.

* In theory they could ask for you to provide a report confirming the fault was inherent. In this case though they've already accepted the item is faulty. But this is only if the item is >6 months old - up to 6 months a fault is assumed to be inherent and the retailer must prove otherwise. When exactly did you purchase it, and when did you report the fault? (Need dates).

The retailer is still allowed to deduct an amount from the refund for usage, but this doesn't normally happen for issues within the first 6 months. (Not sure of the legal technicalities on this). Looks like they've deducted about 12% off the original purchase price.