Online shop won't refund already opened product?

undrop79

I hope someone can advise me with this as I'm getting frustrated talking to the shops "customer service" department.

I ordered a Logitech keyboard and mouse set which arrived on Saturday only to notice when opening the box that the keyboard was missing the £ sign. I then also noticed that some of the other symbols weren't in the same place as my old keyboard. I did some searching on the internet and worked out that this keyboard had an American layout instead of a British layout.

I went back onto the website I purchased the item from however the main title for the listing only stated Logitech MX800 with the subtitle in smaller text stating MX800 Wireless Desktop Set US/INT 2.4GHZ. From what I now understand, the US bit in the subtitle is how they identify the layout for the keys even though it doesn't specifically state that the US bit is relevant to the layout.

I have also gone though the Overview of the listing and there is no mention that this is not for a standard British keyboard layout.

http://www.lambda-tek.com/-~sh/B2011798

I've contacted the seller on the same day that I received the goods but they are telling me that I can't send it back for a refund because the package has been opened (the photo on the packaging even shows a keyboard with a British layout).

What rights do I have?

LilElvis

undrop79 wrote: »

I hope someone can advise me with this as I'm getting frustrated talking to the shops "customer service" department.

I ordered a Logitech keyboard and mouse set which arrived on Saturday only to notice when opening the box that the keyboard was missing the £ sign. I then also noticed that some of the other symbols weren't in the same place as my old keyboard. I did some searching on the internet and worked out that this keyboard had an American layout instead of a British layout.

I went back onto the website I purchased the item from however the main title for the listing only stated Logitech MX800 with the subtitle in smaller text stating MX800 Wireless Desktop Set US/INT 2.4GHZ. From what I now understand, the US bit in the subtitle is how they identify the layout for the keys even though it doesn't specifically state that the US bit is relevant to the layout.

I have also gone though the Overview of the listing and there is no mention that this is not for a standard British keyboard layout.

http://www.lambda-tek.com/-~sh/B2011798

I've contacted the seller on the same day that I received the goods but they are telling me that I can't send it back for a refund because the package has been opened (the photo on the packaging even shows a keyboard with a British layout).

What rights do I have?

The link you posted clearly shows within the "detailed specs" tab that the keyboard language is US International, so you can't return on the grounds that it wasn't as described. You can return the item for a refund though. Whether it will be a full refund will depend on exactly what you have done with the keyboard in terms of using it.

wealdroam

Over £100 for a keyboard and mouse. Wow!!

That aside, cancel your order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Read about your cancellation rights here.

LilElvis

Actually, looking briefly at their t&c's you might well be entitled to the whole lot back as they may not have held up their end of distance selling regulations. I'm sure someone else will reply shortly after having a proper read of them - I'm off for a late lunch!

Was there anything either sent by email or in the package about returns? This could be very important.

neilmcl

wealdroam wrote: »

Over £100 for a keyboard and mouse. Wow!!

That aside, cancel your order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Read about your cancellation rights here.

^^ Do this.

BlueEyedGirl

Yes as someone else mentioned under detail specs it clearly states it is a US International Keyboard

undrop79

Thanks everyone. Can I cancel the order under the Consumber Contracts Regulations 2013 if I have opened the packaging (2 plastic circles on each end of the box, the insides are perfectly intact and haven't been opened)?

BlueEyedGirl, if you have to navigate to another page to find the listing that states the keyboard language, would you say that is clear enough? If the standard would be to sell keyboards with UK keyboard layout in England, would it not be logical to be totally transparent to the customer so that they are aware that the one you are selling is not the standard?

The same could have been said about VHS players in the past. From what I remember they used different formats for different regions (PAL for UK and SECAM for US?). If I was selling a video player in the UK and hid the fact that it was restricted to SECAM in the specs which were located on another page from the main listing, would this not be arguable if it's not what the buyer was intending to buy?

wealdroam

undrop79 wrote: »

Can I cancel the order under the Consumber Contracts Regulations 2013 if I have opened the packaging (2 plastic circles on each end of the box, the insides are perfectly intact and haven't been opened)?

Yes you can... even if it had a UK keyboard.

undrop79

Ok thanks. Here goes nothing!!

bod1467

If all you've opened is the outer box, and the inner cellophane wrapping is intact, then they'd be hard-pressed to say there was any detrimental handling. After all, the picture on the outer box didn't match the contents, did they.

LilElvis

undrop79 wrote: »

Ok thanks. Here goes nothing!!

As their terms don't even reflect the current legislation I wouldn't expect that they're going to just give in graciously.