Replacement Product

mitch84

Hi,
I'm after some help with regards to a replacement product I received.


I bought a faulty bathroom product with a 10 year guarantee. The product developed a fault after 6 months and the retailer arranged for a replacement.
They gave me the option of taking the old product back to swap for new or take the new product and leave a deposit until I took back the old product. I opted for leaving a deposit to save the bathroom fitter coming out twice.
When I returned the product they wouldn't refund my deposit as they said they need to get the credit back from the manufacturer first and confirmation that it is faulty. This wasn't the original agreement but I have nothing in writing to prove this.
Are they allowed to do this or should I be entitled to a refund straight away?
Thanks for any help

bris

Why would they want a deposit for an exchange if it wasn't to confirm fault first?


They are entitled to have the product examined to determine a genuine fault or customer damage.


From what I gather they allowed you the new product straight away to save you waiting about on the proviso that you left a deposit. They are not going to give you it back until they get confirmation or there would have been no point taking a deposit in the first place.

LilElvis

bris wrote: »

Why would they want a deposit for an exchange if it wasn't to confirm fault first?


They are entitled to have the product examined to determine a genuine fault or customer damage.


From what I gather they allowed you the new product straight away to save you waiting about on the proviso that you left a deposit. They are not going to give you it back until they get confirmation or there would have been no point taking a deposit in the first place.

That's not my understanding of the situation.

I read that OP had a choice of:

1) remove faulty fitting and take the fitting back to the store to receive a straight swap. This would have entailed the OP paying his plumber for two visits - one to remove and the second to reinstall.
2) receive the replacement fitting on the spot, but leaving a deposit because he was still in possession of the faulty one. He believed, therefore, that the deposit would be refunded once he returned the faulty fitting to the store.

The fact that they were prepared to offer a "swap" doesn't suggest that the replacement would be contingent on the manufacturer confirming the fault first. Hence why the OP was surprised that they are now saying that this is what they intend doing before refunding the deposit.

I could be wrong, but that was what I understood.

mitch84

My understanding was the same as lilelvis that I would get the deposit back regardless and wouldn't have had to leave one if taking the unit back first.
However. they said when I asked for deposit back that I would have had to leave one in either case.