Refund under guarantee

Pennylane

We have quite a posh electric fire which we paid £400 approx for and it's still under guarantee. For the past few months it has been making odd noises and whining noises which are really annoying and getting louder. It was purchased Early Dec 2014 with a one year guarantee.

The retailer say they will not take it back as the manufacturer will not accept returns from them. The manufacturer has offered to replace with same model but we would rather have a refund. The retailer can't do this for the reason given above or so they say but that doesn't sound right to me.

Can we insist on a refund from either of them please or do we have to accept a replacement?

Thanks in advance.

marliepanda

You can't insist on a refund.

And if they did refund they would not have to refund you in full.

Guarantees have no legal status, it depends on their terms and conditions.

Even if you went the legal route they could replace it or even repair it.

JJ_Egan

As above manufacturer has no obligation to refund .
You can go down the SOGA route via the vendor but that does not give you a right to a refund .
As the product is over 6 months old you would need to prove the fault via an independent report .


Essence is replacement from manufacturer .
Or proceed via a paid for report against the vendor who can choose to repair or replace or refund . Refund will be subject to usage .

Pennylane

Thank you both. will keep you posted.

macman

Retailer can refund, replace or repair at their discretion. You have no contract with the manufacturer, so what they offer or do not offer is no concern of yours and a third party matter between them and the retailer.

tykesi

macman wrote: »

Retailer can refund, replace or repair at their discretion. You have no contract with the manufacturer, so what they offer or do not offer is no concern of yours and a third party matter between them and the retailer.

Which is exactly what the OP was told yesterday, what was the point of your post?

Pennylane

macman wrote: »

Retailer can refund, replace or repair at their discretion. You have no contract with the manufacturer, so what they offer or do not offer is no concern of yours and a third party matter between them and the retailer.

I have asked retailer for refund and they say, so far, that they do everything through the manufacturer and they have offered me a new one. I don't want a new one, I'd prefer a refund.

LilElvis

Pennylane wrote: »

I have asked retailer for refund and they say, so far, that they do everything through the manufacturer and they have offered me a new one. I don't want a new one, I'd prefer a refund.

You can't insist on a refund and if they do offer one they can deduct a percentage to reflect the use you have had over nearly a year. You could always accept the replacement and then sell it.

macman

Pennylane wrote: »

I have asked retailer for refund and they say, so far, that they do everything through the manufacturer and they have offered me a new one. I don't want a new one, I'd prefer a refund.

I'm sure you do, but they have no obligation to give you one, and they won't, since they'll then carry the loss, rather than the manufacturer.

macman

tykesi wrote: »

Which is exactly what the OP was told yesterday, what was the point of your post?

To emphasize the point. Which, going by their response in post 7, the OP still doesn't get.

whitegoods_engineer

macman wrote: »

To emphasize the point. Which, going by their response in post 7, the OP still doesn't get.

Christmas is coming, could do with some cash?