A sticky problem with a refund

zaax

Yeah right. What is the make of the phone?

bod1467

MissVix wrote: »

The transaction was processed by play.com so I'd assume they're my 'retailer' in this instance?

Not necessarily - they may simply be the payment portal. (Same as when people pay by Paypal - Paypal aren't the supplier, just the payment handler).

MissVix

bod1467 wrote: »

Not necessarily - they may simply be the payment portal. (Same as when people pay by Paypal - Paypal aren't the supplier, just the payment handler).

Thanks very much. And quite right. I did a lot of reading of the terms. It seems that play specifically have the FairPlay agreement so it seems they have some interest in the matter although it seems like a agreement rather than anything specific.

Interestingly, it is play that actually process the transaction and their name appearing on my credit card statement so I believe the card company would go after them if I did pursue the S75 route.

MissVix

zaax wrote: »

Yeah right. What is the make of the phone?

Indeed. A Samsung. Cost of charger on Samsung's own site? £20.

However as it's an accessory for a faulty item, can this cost even be claimed as a deduction from the total value of the item?

MissVix

Update: after much to-ing and fro-ing it seems the company have agreed a refund of the price I paid but are now bemoaning paying the postage charges they had offered to pay for the two returns I've made.

Furthermore, they are still insisting that I must return all accessories (in this case the charger) as otherwise they lose money. Not that this is my concern, but I'd be keen to find out whether or not this is accurate.

As they say, all signs point to 'no' but is there anything definitive anyone can show me, please?

molerat

I worked for a major retailer and we often had faulty returned items sent back to us from manufacturers / distributors if they were not complete, in fact one manufacturer would keep the item and not give us credit so yes that is possible.

rustyboy21

You still have the charger , you state it in you OP. Why not just send it back?


I cannot send product back through my wholesalers with bits missing out of them, if I do then they get sent back to me and the credit cancelled.


Unless you are trying to hold out on returning the charger, so they pay you quicker, it is obviously not working. Just send it back, get your refunds and shop elsewhere. The charger isn't of any use to you is it?

unholyangel

rustyboy21 wrote: »

You still have the charger , you state it in you OP. Why not just send it back?


I cannot send product back through my wholesalers with bits missing out of them, if I do then they get sent back to me and the credit cancelled.


Unless you are trying to hold out on returning the charger, so they pay you quicker, it is obviously not working. Just send it back, get your refunds and shop elsewhere. The charger isn't of any use to you is it?

This is what OP said:

I was told this could only happen if I sent back the box and charger, which I did.

The last items were sent over a week ago. It has not arrived - either undelivered and waiting at the sorting office or genuinely lost in the post.

OP has sent charger back, it has went missing in the post.

MissVix

rustyboy21 wrote: »

You still have the charger , you state it in you OP. Why not just send it back?


I cannot send product back through my wholesalers with bits missing out of them, if I do then they get sent back to me and the credit cancelled.


Unless you are trying to hold out on returning the charger, so they pay you quicker, it is obviously not working. Just send it back, get your refunds and shop elsewhere. The charger isn't of any use to you is it?

I did send the charger back. Unfortunately it's somewhere in Royal Mail transit (either attempted delivery or lost, I can't find out until 15 days have elapsed....).

However, I don't believe that in the case of a faulty item the absence of any part of the accessories or box would affect my statutory rights, or would it? I think that's the crux of the conundrum.