Broken on receipt

50Twuncle

I ordered an excercise cycle on Monday - it arrived on Wednesday - I opened the box on Thursday - only to find the plastic fairing cracked
I emailed the company who ignored me for 24 hours (despite "reading" my email) - to inform me :

"We are so sorry to learn of the damage to the machine. This has been reported to the relevant personnel and we will respond very soon with further advise."

How long should I have to wait for a fix / replacement ?
I cannot return it - the multiple parts will never go back into the box !!

bod1467

If they came out they'll go back in, but perhaps not so easily. Retailer is responsible for the cost of returning faulty goods. I would also say that you're still in the "reasonable time to reject" window, so you can reject it for a full refund - you don't have to accept a repair or replacement (despite what the retailer may say).

As to how long the retailer should take to respond I don't know. But I would think 7 days is reasonable.

ThumbRemote

As bod1476 has said, you are quite entitled to reject the goods for a full refund - including any postage costs there and return costs. Alternatively, you may ask the retailer to supply a replacement.

Fitting it in the box isn't an issue, it doesn't have to be returned in the same state you received it. Just make sure it's all packaged up together.

Personally, I'd email again to say what you want to happen. If you're rejecting the goods, ask them how they want it shipping back - will they arrange courier or you? - and how will they process the refund. Leave it a week then if you haven't heard write a formal letter and progress it from there.