minimum order amount and refund.

negativpitch

We wanted to buy an item online (hamster wheel) you can only get this one from the one supplier online, its a special kind of wheel made in Germany.
The wheel cost £9.99, they have a minimum order of £15, thats where they have you, you can only buy from them, the wheel is one of the most popular wheels but under the minimum order, so we made the rest of the amount up with food, which we really didn't need,
The items arrived today, the wheel is faulty, so I emailed them to ask for an exchange.
They replied this afternoon saying that because of the price of the wheel, it would not be worth sending it back so we could either keep it or give it to an animal charity etc, and they have refunded the money (£9.99) for the wheel.
So what do we do now, we bought the food to make up the amount, we would like to buy another wheel because we can not have an exchange, but that would mean having to make up the amount again, seems they have a win win situation here.
So we entitled to ask for a refund for the food as well and the postage costs.
many thanks for any replies.

frugal_mike

Are they a UK based company? If so then the Distance Selling Regulations apply and you can cancel the order for a full refund (including initial postage costs to you) within a minimum of 7 working days starting the day after delivery. Even if they aren't UK based then I think all E.U countries have to have a DSR equivalent.

One caveat is that some goods are exempt from DSR, including perishable goods. I imagine hamster food would not be exempt, but you never know.

Also they can require you to pay the return postage if that was in the terms of the contract. That may make it non-cost-effective for you to return, in which case you would probably be best just selling the food.

SuperHan

Buy two wheels and put one on eBay ?

What's so special about the wheel, by the way?

negativpitch

SuperHan wrote: »

Buy two wheels and put one on eBay ?

What's so special about the wheel, by the way?

its quite…..very quite
its wooden and uses ball bearings, you would be surprised how many people recommend them on the forums….like most others, we have tried all sorts, and most are rubbish after a few weeks.
I would like to point out its my daughters…not mine
since buying one (a hamster) you wouldnt believe how much rubbish is sold at the local supermarket pet stores, and the size of wheels. cages etc that they really need.
for example…the average wheel that comes with a cage is 6", most hamsters need 10" to 12" or it can damage their back.

negativpitch

frugal_mike wrote: »

Are they a UK based company? If so then the Distance Selling Regulations apply and you can cancel the order for a full refund (including initial postage costs to you) within a minimum of 7 working days starting the day after delivery. Even if they aren't UK based then I think all E.U countries have to have a DSR equivalent.

One caveat is that some goods are exempt from DSR, including perishable goods. I imagine hamster food would not be exempt, but you never know.

Also they can require you to pay the return postage if that was in the terms of the contract. That may make it non-cost-effective for you to return, in which case you would probably be best just selling the food.

Thanks for the help

Fosterdog

If you wan't a quiet wheel have you considered a silent spinner? They were great for my rats and being made out of plastic instead of wood will be easier to clean/more hygienic and unlikely to be chewed to bits

negativpitch

Fosterdog wrote: »

If you wan't a quiet wheel have you considered a silent spinner? They were great for my rats and being made out of plastic instead of wood will be easier to clean/more hygienic and unlikely to be chewed to bits

It was a toss up between the two, we went for the Karlie Wonderland in the end, both pretty good though.
we went for the wonderland because it has a wooden base, the last we had was the trixie which has the same sort of base as the silent spiiner, and it tended to slide all over the place on the cage not saying that the silent does.:)
The Trixie was great for about two weeks then really went down the toilet.

unholyangel

negativpitch wrote: »

It was a toss up between the two, we went for the Karlie Wonderland in the end, both pretty good though.
we went for the wonderland because it has a wooden base, the last we had was the trixie which has the same sort of base as the silent spiiner, and it tended to slide all over the place on the cage not saying that the silent does.:)
The Trixie was great for about two weeks then really went down the toilet.

Wrap one or two rubber bands around the base? should give it some traction to stop it sliding.

arcon5

Have you actually replied pointing out your dilemma with them?

negativpitch

arcon5 wrote: »

Have you actually replied pointing out your dilemma with them?

Yes, replied to their email, waiting for a reply
Forgot to say, I thought they were UK based, but not sure now as I have just found this old thread.

https://forums.moneysavingexpert.com/discussion/3331534

So might explain the shipping costs etc…the clue might have been in the wheel and also the food, wheel made in Germany, food was all in German

negativpitch

Just had a reply email from them.
They are sending out a new wheel :T