Faulty Product - should I have to wait 8 weeks for a refund?

mjq

Hi,
I ordered a replacement PCB for my boiler last week, and when it arrived the other day I found that there was a faulty switch on it. I immediately phoned the retailer, and sent photographs, and they have said it will be 6-8 weeks before I can get a refund as they have to send it back to the manufacturer.

Do I really have to be £230 out of pocket for 2 months because they have sent me a faulty part? I would have thought I should be entitled to a refund straight away.

I am also still stuck with no hot water...:(

neilmcl

Why not ask for a working replacement?

mjq

They have offered to sell me a new one (Another £230), and wait for 8 weeks to be refunded on the first one.

neilmcl

Remind them that legally under the SOGA they have to provide a remedy within a reasonable time and without causing a significant inconvenience.

Whilst it's true that they are entitled to check that the item is indeed faulty the assumption is that it is and they shouldn't be asking you to wait for a solution for that amount of time.

agrinnall

Did you order it online or by phone? If so then I believe the CCRs, which include cover for SOGA in this type of case, require a refund to be made within 14 days.

mjq

I ordered online and paid a premium for first class postage - in the belief that I would get it quicker that way...

Does the 14 days apply for online orders too?

neilmcl

mjq wrote: »

I ordered online and paid a premium for first class postage - in the belief that I would get it quicker that way...

Does the 14 days apply for online orders too?

It applies specifically to online orders/distance sales.

wealdroam

mjq wrote: »

I ordered online and paid a premium for first class postage - in the belief that I would get it quicker that way...

Does the 14 days apply for online orders too?

Yes it does.

See here:

(4) Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or
(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.
(6) Otherwise, the time is the end of 14 days after the day on which the trader is informed of the consumer’s decision to withdraw the offer or cancel the contract, in accordance with regulation 44.

mjq

Ok - thank you very much. I shall let them know that this!

agrinnall

mjq wrote: »

Ok - thank you very much. I shall let them know that this!

Hopefully showing them that you know the law will work for you - and feel free to thank me for alerting you to it :cool:.

foxtrotoscar_2

agrinnall wrote: »

Did you order it online or by phone? If so then I believe the CCRs, which include cover for SOGA in this type of case, require a refund to be made within 14 days.

Less perhaps a deduction? Buyer damage for example?