Online Purchase Breaks after 5 months - What are my rights?

Tuckers75

Please help:

I bought a car seat online in the January sales using my credit card. My daughter was born end of April and on Monday this week I was carrying her in her Kiddy car seat from the front door to the car when the handle just broke clean away from the main body. Everly was thankfully unhurt. I have contacted the seller (Babyboom2000) and they say they need to pick it up and have the manufacturer inspect it before a repair or replacement can be agreed. The problem is we have lost all faith in this product and will not accept a repair or replacement because we will be permanently worried about a reoccurrence or worse. Plus we will be without a car seat for the duration of this process. I have told the seller and the manufacturer this but they refuse to issue an immediate refund. What can I do?

marliepanda

Tuckers75 wrote: »

Please help:

I bought a car seat online in the January sales. My daughter was born end of April and on Monday this week I was carrying her in her Kiddy car seat from the front door to the car when the handle just broke clean away from the main body. Everly was thankfully unhurt. I have contacted the seller (Babyboom2000) and they say they need to pick it up and have the manufacturer inspect it before a repair or replacement can be agreed. The problem is we have lost all faith in this product and will not accept a repair or replacement because we will be permanently worried about a reoccurrence or worse. Plus we will be without a car seat for the duration of this process. I have told the seller and the manufacturer this but they refuse to issue an immediate refund. What can I do?

Unfortunately it is their choice to replace, repair or refund.

Tuckers75

That is unfortunate. Fortunately, my Nationwide credit card offers Purchase Protection against accidental damage. Would this be a better avenue to take if I don't want to risk them insisting on a repair or replacement?

unholyangel

Tuckers75 wrote: »

That is unfortunate. Fortunately, my Nationwide credit card offers Purchase Protection against accidental damage. Would this be a better avenue to take if I don't want to risk them insisting on a repair or replacement?

To add on to the above, they do have the right of choice but any repair or replacement should be carried out within a reasonable time and without causing significant inconvenience - if they are unable to repair/replace within a reasonable time, you can insist on a refund. You could theoretically buy another seat, let them test the old one to ensure its inherently faulty then argue a refund under the above rule but there is always the chance the retailer will dig their heels in - so perhaps speak to them about your concerns and see what they say when you suggest the above (getting another and them refunding the old one).

As for your card providing accidental damage cover, you would need to read the terms to see what they say about timeframes etc. If the car seat was over £100, then you can make a section 75 claim against the card company - which gives you the same rights with them as you have with the retailer.

wealdroam

Tuckers75 wrote: »

That is unfortunate. Fortunately, my Nationwide credit card offers Purchase Protection against accidental damage. Would this be a better avenue to take if I don't want to risk them insisting on a repair or replacement?

Having read about Nationwide's Credit card purchase protection & travel accident cover, I would say - yes.

Although I am somewhat surprised that there is no apparent time limit specified.

powerful_Rogue

So is the item faulty and you're going to claim under the Consumer Rights Act or did you accidentally break the item and as such claiming under the Nationwide policy?

Hintza

Tuckers75 wrote: »

What can I do?

Buy a new seat from an alternate manufacturer!

wealdroam

powerful_Rogue wrote: »

So is the item faulty and you're going to claim under the Consumer Rights Act or did you accidentally break the item and as such claiming under the Nationwide policy?

It appears to me that the thing broke by accident.
Whether that is due to an inherent fault appears to be unknown at this time.

If a claim in the N/W policy can be made, then that is clearly the easiest route. Even if the N/W claim is rejected, the OP is in no worse a position than he/she is now.