Faulty goods purchased on-line

shanemilliner

My wife purchased a new camera from a company selling on Amazon. We checked the camera then wrapped it for my sons birthday. After one days use it has developed a fault.
The seller is refusing to replace / refund, Stating the Amazon 14 days returns policy, Although it is outside 14 days it is only by a week and only used for one day.
Please can anyone tell me if we are covered under UK law (sale of goods act). The seller is a UK vat registered company.

neilmcl

Yes you are indeed covered by SOGA. AFAIK the 14 days returns policy is for items returned due to a change of mind, not faulty goods. What, if anything, has the seller offered to do? Also, what is the fault?

shanemilliner

The seller has told us to go back to the manufacturer or to Amazon.
We have sent countless mails to them and have tried quoting the law but they will not help at all. We are starting to get very frustrated!!

Dogger69

You can submit an A-Z Guarantee claim through Amazon.

http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=200353900

nickcc

I bought a pair of expensive trainers through Amazon which were faulty upon arrival, seller wanted to inspect them and for me to pay return postage. The fault was so obvious that the seller must have known before posting so I claimed off Amazon, was fully refunded by Amazon after 2 days, that's what I call customer service.

arcon5

Contact Amazon - they are pretty good at keeping their customers happy and will probably arrange for a refund if you want one.

frugal_mike

shanemilliner wrote: »

The seller has told us to go back to the manufacturer or to Amazon.
We have sent countless mails to them and have tried quoting the law but they will not help at all. We are starting to get very frustrated!!

The seller either doesn't know the law or is trying to deceive you. Your contract is with him/her, not Amazon or the manufacturer. Although as others have said, Amazon will probably help.

In case they don't resolve it for you, how much was the camera and how did you pay? If it was over £100 and you paid on a credit card then the card issuer are equally liable and you can claim the money back using a section 75 claim.

Poppie68

Twice i have had to send something back after buying off Amazon. 1st item GHD stopped working after 4months, 2nd was a laptop back pack, one zip broke after 1 month. Both times i contacted Amazon and items were replaced within a week. Infact i recieved them before i had chance to send defective items back...Excellent customer service from Amazon.

shanemilliner

A MASSIVE thanks to everyone for such quick and helpful tips.
We have tried the Amazon A-Z claim and were turned down!!
The camera was £90.00, but I will be contacting the bank tomorrow to see if they will help.
The seller, Fonz Mania, are refusing point blank to do anything.
I have tried quoting the law to them word for word, Also told them I have consulted a solicitor and threatened to report them to the office of fair trading.
Apart from starting some lengthy legal process any suggestions?

artbaron

Amazon turned you down? Is there something you're not telling us? I've got refunds and swaps for stuff months old by just mentioning a fault over the phone.

unholyangel

shanemilliner wrote: »

A MASSIVE thanks to everyone for such quick and helpful tips.
We have tried the Amazon A-Z claim and were turned down!!
The camera was £90.00, but I will be contacting the bank tomorrow to see if they will help.
The seller, Fonz Mania, are refusing point blank to do anything.
I have tried quoting the law to them word for word, Also told them I have consulted a solicitor and threatened to report them to the office of fair trading.
Apart from starting some lengthy legal process any suggestions?

What basis is the retailer using to refuse?