Returning faulty item to store - bought online using paypal

tquarter

I bought an item from Ann Summers online and due to ease paid via PayPal as this was an option... I was unaware this would effect my options of returning a faulty item and never was this made clear at the time of purchase. I had the item delivered to my local store and I collected it from there.

The item had a fault so within two days I returned the item to the same store for a refund. The were willing to exchange (which I didn't want), but we're not able to refund. I was told due to the payment method I would have to send the item back.

Is this right? Had I paid via any other method I would have been able to have a refund in store. I understand that they refund via the method paid and the store is unable to make a refund to PayPal but does this contravene any consumer right? I had proof of purchase and the item was faulty.. Does this not deem a refund despite the payment method?

Obviously I have no choice but to send the item back and wait the 15 working days I have been quoted for the money to be returned.. But for experience sake I am just generally curious.

Thanks

AJXX

I agree with them. With PayPal it is way to easy for you to get the item home then whack in a dispute and get your money back via PayPals kangaroo court system of the buyer is always right.

tquarter

AJXX wrote: »

I agree with them. With PayPal it is way to easy for you to get the item home then whack in a dispute and get your money back via PayPals kangaroo court system of the buyer is always right.

I understand why.. And to be fair don't dispute that. However had I been aware of the potential problems paying by PayPal could have resulted in I could have made the informed choice to get off my bum and grab my debit card and made the online payment using that.

Instead I wasted my time and fuel cost attempting to return a faulty item to the store I collected it from with no success.

A failure of a system surely cannot be at the cost of a consumer?

AJXX

tquarter wrote: »

I understand why.. And to be fair don't dispute that. However had I been aware of the potential problems paying by PayPal could have resulted in I could have made the informed choice to get off my bum and grab my debit card and made the online payment using that.

Instead I wasted my time and fuel cost attempting to return a faulty item to the store I collected it from with no success.

A failure of a system surely cannot be at the cost of a consumer?

I can't really answer the question. If it was purely an online transaction then you'd be covered under distance selling. But the fact you collected from a physical store may make it a grey area.

If they offered do to exchange it then id say that was good, I don't actually think they have to offer you anything. They could have just referred you to customer service since it was an online order.

Have you read the terms and conditions - it'll no doubt be on there.

tquarter

AJXX wrote: »

Have you read the terms and conditions - it'll no doubt be on there.

Yep I read the terms and conditions and there is absolutely nothing in there about the rights being different for payments made via PayPal. Nothing is mentioned in the FAQ either.

unholyangel

AJXX wrote: »

I can't really answer the question. If it was purely an online transaction then you'd be covered under distance selling. But the fact you collected from a physical store may make it a grey area.

If they offered do to exchange it then id say that was good, I don't actually think they have to offer you anything. They could have just referred you to customer service since it was an online order.

Have you read the terms and conditions - it'll no doubt be on there.

It only makes a difference if payment is taken at the time of collecting and not online at the time of ordering.

Where you order and pay online, the store is merely the delivery address and CCRs apply.