Return postage

scotty1971

I bought a inflatable waterslide from Toyzworld 2 weeks ago £495 + £4.95 delivery charge. I have spoken to customer service who have agreed for me to return it for a full refund.As the kids go right over the wall at the bottom of the slide which is very dangerous, and they are also all scratches down their legs with going down the slide.I was told by customer services to stop using it immediately which i did.Received an e-mail this morning saying it must completely dry and and original packaging which it will before returning,as they will resell it as a used item.But i would need to pay the return postage,shipping weight will be around 40kg which will be approx £40.Should they not organise and pay for return?

thanks

Scott

Chucky1234

It's not fully clear, but have they admitted the item is faulty/not fit for purpose or are they thinking that it's more of a 'change of mind' purchase which they are giving you a refund out of goodwill?

The fact that they said they are going to resell it as a used item would suggest the latter to me.

scotty1971

Chucky1234 wrote: »

It's not fully clear, but have they admitted the item is faulty/not fit for purpose or are they thinking that it's more of a 'change of mind' purchase which they are giving you a refund out of goodwill?

The fact that they said they are going to resell it as a used item would suggest the latter to me.

It is certainly not a change of mind purchase,just seems strange that they told us to stop using it immediately due the children being marked by the slide and the dangers by them going over the wall over the top.And are now thinking about reselling it.

scotty1971

First e-mail from them.

[FONT=&quot]Hi Maria[/FONT]
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[FONT=&quot]First of all I would like to apologise for the issues that you are having for with your item and I am very sorry that it is not suitable for your children. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Due to the points that you have raised I would strongly suggest not letting your children use the item from now on if it is causing discomfort.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I will also mention all of the points that you have raised with the manufacturer so that they can be addressed[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]We have a number of other bouncy castles and slides in stock on our website, which would be happy to exchange your item for. Please take a look at www.toyzworld.co.uk and reply with the item you would like.[/FONT]
[FONT=&quot]
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[FONT=&quot]No other item on there website we wanted[/FONT]
[FONT=&quot]
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[FONT=&quot]second e-mail[/FONT]
[FONT=&quot]
[/FONT]

[FONT=&quot]HI Maria,

An email was sent to you on Monday (please see below)
[/FONT][FONT=&quot]
Thank you for taking the time to look through our product range and please accept my apologies that you cannot find a more suitable item to exchange. We would not usually accept a return for refund once an item has been used, however I have spoken to my manager and in this instance we will be happy to provide a refund for the product on return the item.

Your water slide will be re sold as a used item, therefore could you please ensure the item is packed in the original packaging and completely dry before folding away – this is very important as the warehouse will not accept a dirty or wet item which could result in a delay to your refund.

We would suggest using www.parcel2go.co.uk www.interparcel.co.uk or www.parcelmonkey.co.uk to return the water slide as these companies offer very competitive rates.

Can you please ensure that you returns reference R2652 and your name are on both the inflatable box and the skateboard for return. It is imperative that your name and reference are visible outside of the parcels as any goods delivered without this reference visible cannot be identified and may be rejected.[/FONT]

Chucky1234

Looking at their emails, it looks like to me that they think the item is simply unsuitable for your children, rather than the item actually being faulty.

If you're 100% sure its faulty and not something such as your children jumping down when they're not supposed to for example (not suggesting they are doing this btw) then I would email the company stating the item is faulty and as such you are rejecting the item for a full refund as is your right under the consumer rights acts. Due to this, it is up to them to cover the return postage so can they confirm that they will also be refunding that. Something along those lines.