Tesco returns policy-won't accept faulty 18mth old item

klpr30

Hi there

I have been trying to return a faulty kettle bought from Tesco 18 months ago as it has developed a leak. Got a flat refusal in store as it was over 12 months old and would have to take it up with manufacturer. Phoned Tesco customer services and told same thing, they don't take responsibility after 12 months but they could put it through their process of claiming for items over 12 months old and they would use a formula to calculate how much I would get back and could receive a percentage of value.

Then spoke to the manufacturer - they told me that as I didn't take out the free extended 2 year warranty they can't help as my contract is with the retailer. This is also my understanding of the Consumer Rights Act too but Tesco will not acknowledge it. Kettle was £35 so I don't think it is reasonable to have a fault after 18 months.

Firstly - what can I do? Should I just accept the offer from Tesco when it comes? Will this compromise my rights to accept. It will take a few days. In store, Manager kept telline me that they have no responsibility after 12 months. Am EXTRA confused because a few months ago I got a replacement Bluetooth speaker in the same store that was over 12 months old, without an issues!

wealdroam

klpr30 wrote: »

Hi there

I have been trying to return a faulty kettle bought from Tesco 18 months ago as it has developed a leak. Got a flat refusal in store as it was over 12 months old and would have to take it up with manufacturer. Phoned Tesco customer services and told same thing, they don't take responsibility after 12 months but they could put it through their process of claiming for items over 12 months old and they would use a formula to calculate how much I would get back and could receive a percentage of value.

Then spoke to the manufacturer - they told me that as I didn't take out the free extended 2 year warranty they can't help as my contract is with the retailer. This is also my understanding of the Consumer Rights Act too but Tesco will not acknowledge it. Kettle was £35 so I don't think it is reasonable to have a fault after 18 months.

Firstly - what can I do? Should I just accept the offer from Tesco when it comes? Will this compromise my rights to accept. It will take a few days. In store, Manager kept telline me that they have no responsibility after 12 months. Am EXTRA confused because a few months ago I got a replacement Bluetooth speaker in the same store that was over 12 months old, without an issues!

Hi klpr30, welcome to the forums.

A refund is an acceptable remedy under The Consumer Rights Act, and that refund can be reduced to take account of the use you have had.

If I were you I would wait for their offer, particularly as they could if they wanted to ask you to prove that the leak is due to an inherent fault rather than misuse, fair wear and tear, etc.

klpr30

Thanks for your reply and advice. Will be interested to see how much they reckon it's worth!

pinkshoes

klpr30 wrote: »

Thanks for your reply and advice. Will be interested to see how much they reckon it's worth!

I would expect a kettle to last three years, so if it is faulty after 18 months then a 50% refund would be appropriate.

They will often offer you money off another...