Won't refund return postage costs...

jimjamyaha

Hi,

Advice please.

Simply put:

• Purchased a bathroom fan last November. Installed it and then after a period of time 2-3 months realised that the humidity setting wasn't working correctly
• Contacted online retailer, who then put me onto manufacturer, who after confirming a few things thought it sounded faulty.
• Online retailer to agree to return it for a replacement. I stated that I would expect return postage to be covered.
• I returned the fan which was then confirmed as faulty. Retailer just sent out another one but refuses to refund cost of postage I spent sending it back, quoting their policies.

I thought as this is a clear case of faulty goods they would have to cover the return postage cost, despite the policies - as per Which's advice:

Returning faulty goods
If you receive faulty goods and wish to return them, The Consumer Contracts Regulations are in addition to your other legal rights.
So, if your goods are faulty and don’t do what they're supposed to, or don’t match the description given, you have the same consumer rights under the Sale of Goods Act as you have when buying in store.
Any terms and conditions that say you must cover the cost of returning an item wouldn’t apply where the goods being returned are faulty.

wealdroam

jimjamyaha wrote: »

Hi,

Advice please.

Simply put:

• Purchased a bathroom fan last November. Installed it and then after a period of time 2-3 months realised that the humidity setting wasn't working correctly
• Contacted online retailer, who then put me onto manufacturer, who after confirming a few things thought it sounded faulty.
• Online retailer to agree to return it for a replacement. I stated that I would expect return postage to be covered.
• I returned the fan which was then confirmed as faulty. Retailer just sent out another one but refuses to refund cost of postage I spent sending it back, quoting their policies.

I thought as this is a clear case of faulty goods they would have to cover the return postage cost, despite the policies - as per Which's advice:

Returning faulty goods
If you receive faulty goods and wish to return them, The Consumer Contracts Regulations are in addition to your other legal rights.
So, if your goods are faulty and don’t do what they're supposed to, or don’t match the description given, you have the same consumer rights under the Sale of Goods Act as you have when buying in store.
Any terms and conditions that say you must cover the cost of returning an item wouldn’t apply where the goods being returned are faulty.

You, and Which, are right.

Section 48B of The Sale of Goods Act states (amongst other things):

Repair or replacement of the goods

(2)If the buyer requires the seller to repair or replace the goods, the seller must—
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage)