Refund refused by online retailer as when faulty item was returned it was damaged

TUL105

Tbf, my husband sent a well wrapped computer case via My Hermes. When it arrived, the buyer was disgusted because it looked like it had been kicked around. Add to the fact that the courier didn't receive the item from the pick up point until 3-5 days later, we were out of pocket. We claimed from My Hermes, who fully refunded us the value we sold the case for and courier costs. We never used that pick up point again. The buyer provided pictures of the damage when asking for a refund. I suggest you do the same.

pinkshoes

Aquamania wrote: »

Eh? :huh:

4 people have thanked you too! :eek:

DSR did not specifically cover faulty goods - it essentially gave a cooling off period to cancel a contract for goods (by returning them for a refund) that a consumer bought from a business at a distance ... for any/no reason
(Some exclusions applied, such as personalised goods, as I mentioned)

Moreover, DSR no longer applies in UK law. It was replaced 13 June 2014 with new Consumer Contracts Regulations.

It was indeed replaced by CCR, which also states your right return anything if faulty, regardless of whether it was personalised.

The retailer also needs to pay the return cost.

Here's the basics:


http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations