Would i be entitled to a refund ?

emerald21

Good Evening, I was wondering if I am entitled to a refund or just a replacement regarding my hob. I have had the hob for 11 months and one of the plates has stopped working. I have been to Homebase a few times this last two weeks and haven t been offered a satisfactory resolution up to now.

I don't wish to have it mended or exchanged as I've lost faith in it . My contract is with Homebase not the firm who supplied them. At the moment one is blaming the other . Any advice please. Thank you.

unholyangel

After 6 months the retailer can require you to prove the fault is inherent before offering a remedy (which can be repair, replacement or refund - which can be partial - you can request one over the other but the retailer can refuse if your choice is disproportionately costly or impossible).

At this stage they're likely telling you to claim under warranty.

But warranty will be down to the T&C's of the warranty.

However, even using statutory rights....you have no right to demand a refund unless the fault is inherent and the retailer are unable to repair/replace without causing significant inconvenience and within a reasonable time.

Quiet_Spark

No you aren't entitled to a refund after 11 months, if the retailer has offered a repair then they have done all they need to do in law.

Why exactly have you lost faith in it?

emerald21

Quiet_Spark wrote: »

No you aren't entitled to a refund after 11 months, if the retailer has offered a repair then they have done all they need to do in law.

Why exactly have you lost faith in it?

Now one plate has gone how long will the others last i m thinking. If I don't get a refund then so be it. I don't want it to be repaired or even a new one. We are talking about £90, not much to Homebase but quite a bit to me.

emerald21

unholyangel wrote: »

After 6 months the retailer can require you to prove the fault is inherent before offering a remedy (which can be repair, replacement or refund - which can be partial - you can request one over the other but the retailer can refuse if your choice is disproportionately costly or impossible).

At this stage they're likely telling you to claim under warranty.

But warranty will be down to the T&C's of the warranty.

However, even using statutory rights....you have no right to demand a refund unless the fault is inherent and the retailer are unable to repair/replace without causing significant inconvenience and within a reasonable time.

Hi it s about £90 so not unreasonable I would have thought. The assistant in the shop would have loved to have given me my money back or on a gift card but unfortunately it wasn t up to her. Homebase are saying it's the provider of the hob to do something and they are saying Homebase.

Takeaway_Addict

emerald21 wrote: »

Hi it s about £90 so not unreasonable I would have thought. The assistant in the shop would have loved to have given me my money back or on a gift card but unfortunately it wasn t up to her. Homebase are saying it's the provider of the hob to do something and they are saying Homebase.

Why is it not unreasonable? Should they refund every customer for every faulty product however long it has been used?

As mentioned, they legally can offer repair or replacement. The one thing you do have right is that your contract is with the retailer under SOGA for them to sort out but as mentioned before they could ask you to prove that the fault was inherent.

stevemLS

I don't understand why you wouldn't want a repair if that is the best that is on offer - surely it's better than nothing?

emerald21

stevemLS wrote: »

I don't understand why you wouldn't want a repair if that is the best that is on offer - surely it's better than nothing?

Yes it is better than nothing but not what I want. There are other issues with this hob and as I said earlier if I don't get a refund so be it. I was just enquiring what my choices were regarding goods that haven t lasted a reasonable amount of time and in my opinion 11 months isn t a reasonable amount of time.

emerald21

Takeaway_Addict wrote: »

Why is it not unreasonable? Should they refund every customer for every faulty product however long it has been used?

As mentioned, they legally can offer repair or replacement. The one thing you do have right is that your contract is with the retailer under SOGA for them to sort out but as mentioned before they could ask you to prove that the fault was inherent.

Yes up to 12 months.

wiogs

emerald21 wrote: »

Yes up to 12 months.

That may well be your opinion however the law takes a different view.

SuperHan

emerald21 wrote: »

Yes up to 12 months.

That's a lovely opinion you have.

Now, back to what the others were saying about the law.

You're entitled to a repair OR replacement OR (partial) refund. The retailer gets to choose.

They are the ones that have to do anything. If they want you to send it to the manufacturer, let them do it on your behalf and then you're cut out of the argument over who is responsible (legally, it's Homebase).

They'll get you a working hob, that's all your entitled to, whether that's what you want or not.