RS:100 will not issue full refund! Any advice?

medway29

Hi there,

I purchased a wall bracket from RS:100 online for £99.97 it was described as slimline and wasnt till i got out of box that I found that in fact it was bulky and stuck out from the wall at least 6" which to me was no good at all as where I wanted it meant id be looking at the side of the tv more than anything.I since found one that only sticks out just under 3"
I phoned them up and was told that I would be given a full refund once they recieved the item back.

However they only gave me a refund for £79.00 and was told that it says in the terms and conditions that they will give a refund minus 15% for handling fee and any delivery costs incurred by RS100.

I had to pay £15.00 to send the item back by parcelforce which was bad enough but now not to receive a full refund for an item which was described incorrectly does not seem fair to me, is there anyway I can get this money back?

Any advice grately appreciated.

Thanks

scottishlass

Have you got the T&C? As you incurred the delivery cost rather than them there may be someway around it,

medway29

Hi thanks for speedy response:)
here is the T&C for refunds:

Refunds Policy
• Goods cannot be sold on a trial basis and we hope you will be highly satisfied with any product purchased. If you have purchased via Mail-order or the Website (rs100.co.uk) please refer to Section 7 within this document. The Distance Selling Regulations do not apply when purchasing goods from any of our Showrooms.
• Please note that, with the exception of faulty merchandise, we cannot exchange or accept the return of certain items which have been opened and used for example:LCD bracket opened and tried, cartridges, styli, fog/haze/bubble/snow machines etc
• ALL goods returned in an acceptable condition for refund are subject to a 15% re-stocking fee.
• If a refund has been agreed, we aim to make this as quick and convenient as possible. Please note you will be refunded the full amount paid for the product less a 15% handling fee and any delivery costs incurred by RS100.
• Any item can be returned as long as it is returned in the original packaging in an unused, unopened and re-saleable condition with all of the included original packaging, instructions, leads and accessories. A deduction will be made for missing items.
• Refunds will be processed within thirty [30] days from the date you tell us of a product return and refunds will not be issued until the product has been received by us.
• Music CDs, DVDs, Karaoke Disks, Video recordings and computer software cannot be accepted for return unless such items have a proven technical fault in which case the product will be replaced with an identical item.



Any advice on this?

medway29

Oh and here is the section 7 they talk about

Distance Selling Regulations
• Under the Distance Selling Regulations you have the right to cancel your order for any item purchased and claim a full refund. This right does not apply in the case of audio or video recordings or software where the seal has been broken. To cancel your order you must notify us within seven [7] days following the day of delivery. You must return the product to us as required by these Terms but if you do not or if you return the product at our expense we may charge you the reasonable costs of returning product.
• Should you wish to exercise your rights under the Distance Selling Regulations your order may only be cancelled in writing, by fax or by e-mail. Telephone cancellations cannot be accepted. Please contact our Returns Team for further information if required. returns@rs100.co.uk
• Any product returned to us for refund must be returned in the original packaging in an unused, unopened and re-saleable condition. All items originally sent as part of the product must also be returned. This list (which is not exhaustive) includes all instruction booklets, manuals, cables, cartridges, brackets and connectors as well as associated free gifts or accessories. A deduction will be made for missing items. You are responsible for the cost of safe carriage back to us. You are strongly advised to arrange for adequate insurance to cover the product during its return journey.
• The product should be returned within seven [7] days from the date we receive your cancellation. If you are unable to return the product to us within seven [7] days you must contact us to arrange a collection which will be at your cost. If the goods are not returned within the seven [7] period we will assume that you wish to keep them.
• You may cancel Services in the same way, within seven [7] days of purchase, unless the services begin sooner. The Distance Selling Regulations do not apply to financial and insurance services.
• Software, Video, or Audio recordings can only be returned if the seal on the product is completely intact. The only exception to this is if the product is faulty or misdiscribed. Should this be the case, please contact our Returns Team.