FAULTY PRODUCT. Am I entitled to a refund?

Ella235

Hello everyone.
I am looking for a bit of advice regarding a faulty ghd hair styler.
I purchased the ghd eclipse In white in February 2015 from a concession in a John Lewis store
I paid £125 for them. In August 2015 they stopped turning on. I read online a few others had this issue with the same styler. I sent them to ghd who sent me a new pair in September - this styler was called the platinum black which is different to the styler I originally bought. In December 2015 this pair broke in a similar way. They appear to over heat and turn off and less than 5 minutes use.
I emailed ghd explaining how disappointed I was to have had two stylers break on me in less than 12 months and explained that I wanted a full refund and not another replacement styler as I've lost all faith in the product.
They emailed back saying they were shocked at the poor service I'd had and that the product is high quality, however they only offered to replace or repair not offer a full refund as they only offer that for 21 days.
In all honesty I just want a refund
I paid a lot of money less than a year ago for something I thought would be a high quality product that has broken twice. It is difficult for me to send them off, to get go a post office and I have no printer at home to print all the evidence and forms they want me to send. I did this back in August when the product was first faulty and now I'm being asked to do it again when I very little faith thay the new product won't do the same.
Am I entitled to a refund? What are my consumer rights?
Many thanks
Becky
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BykerSands

You refund would come from the retailer and not the manufacturer.

shaun_from_Africa

Ella235 wrote: »

Am I entitled to a refund? What are my consumer rights?
Many thanks

As Byker states, any consumer rights that you have are against JL and it is them that you should contact.
If the fault is due to a manufacturing defect (something that JL could ask you to prove but in all likelihood won't), they have to resolve the problem. They can repair, replace or refund (and this can be a partial refund).
You can state your preference but JL have the final say in which option they go for.


Their customer service is normally very good so they may well agree to a full refund.

Ella235

I went to John Lewis when the last styler broke and they told me it is nothing to do with them as it was bought through ghd. The concession is in John Lewis but ghd are responsible. That is what I was told anyway

neilmcl

Ella235 wrote: »

I went to John Lewis when the last styler broke and they told me it is nothing to do with them as it was bought through ghd. The concession is in John Lewis but ghd are responsible. That is what I was told anyway

Then that may be the case, was your original receipt/invoice from JL or GHD?

Either way, as the product was purchased nearly 11 months ago you would not necessarily be entitled to a full refund anyway and the seller is entitled to offer the alternate remedies of repair or replacement. I think your best bet is to get another replacement from GHD.

DCFC79

Ask to use a friends printer if you pay x amount for the paper you use.

Ella235

My original receipt was from JL, they gave me information for where to send it but said it was out of their hands to deal with.
I know I can use someone's printer, I just wanted to see if I was entitled to a refund as I feel it is not good enough for a product to break twice in 11 months, especially when that product has already been replaced once.