Who pays postage to replace damaged goods?

kyliecakes

Hi,

I ordered a radiator online which when it was plumbed in had a hole in so spurted out water. The coating on it was also very uneven and messy - we actually bought two and the other one was perfect. The company are being very slippery and difficult to get hold of. I have finally had a reply today saying they will send a replacement but I will need to pay courier charges. Now I'm pretty sure I don't, I have already paid to receive the radiators, one of which was defective. Surely it is up to them to provide a working one and I don't have to pay postage again? I'm finding it hard to word a reply, does anyone know the exact rights when it comes to this?

Thanks

theonlywayisup

Is the company in this country or another?

Have a read here. http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

kyliecakes

Hi,

Thanks - they're in the UK. I've had a read through Which but can only find information on who pays to return the faulty products. Theyre not asking me to return the faulty one, just pay for the postage of a new one.

Thanks

theonlywayisup

kyliecakes wrote: »

Hi,

Thanks - they're in the UK. I've had a read through Which but can only find information on who pays to return the faulty products. Theyre not asking me to return the faulty one, just pay for the postage of a new one.

Thanks

Are they refunding you for the faulty one then?

As long as you are paying the same original payment, if they refund and recharge for the replacement, you are in the same position. Or do you mean they aren't refunding for the faulty one but are charging the replacement as a postage only? If that is the case, tell them you don't want a replacement. Get a refund and they buy again, elsewhere if you can.

kyliecakes

Hi,

No they are not requesting the damaged one back, they are saying that they will send me a new one but only if i pay the courier charge. I don't see why i should pay this when I already paid delivery to receive a working radiator and don't have this. So there has been no talk of refunds, just to replace it but only if i pay the postage for a new one.

theonlywayisup

kyliecakes wrote: »

Hi,

No they are not requesting the damaged one back, they are saying that they will send me a new one but only if i pay the courier charge. I don't see why i should pay this when I already paid delivery to receive a working radiator and don't have this. So there has been no talk of refunds, just to replace it but only if i pay the postage for a new one.

Did you read my link? If you are within the 30 days just tell them you want a refund. Then buy it again.

Tealblue

They're trying it on.

Try this template letter from Which: http://www.which.co.uk/consumer-rights/letter/letter-to-request-damaged-goods-be-replaced