online rights..with Box limited

vectragbw

Hi

Never posted a thread before so please bear with me.
I've bought a security camera from Box Limited. We've only had it a couple of days, and we've been trying to get it to work....I managed briefly, but my phone with the app keeps saying the camera is 'offline' but it shouldn't be, it's linked directed to the router and all my other devices are fine. We've really struggled with it and finally decided that it's either faulty or far too complicated (than it stated online), that we don't want it anymore. We emailed the manufacturor and they still haven't got back to us, so I contacted Box Limited who I bought it off and I told them I thought it may be faulty and I would like to return it. They sent me an email with a link and with details of the process. When filling it in I had to click on a box to agree to their terms and conditions, and it also stated that if they found it to not be faulty on return that I may have to pay charges for checking and returning to stock etc of between £20 and £50 which would be knocked off the refund!! I'm horrified...I very rarely return items and I find this awful. I filled out the form and they've sent any email stating: " Our Customer Service Department will aim to process your application within 1 working day and then contact you with your RMA number either by e-mail or by phone.
Please do not hesitate to reply to this email if you require any additional information.
Please Note: Do not send any products back to us until you receive confirmation that your RMA has been accepted"
Is there anyone out there that that can advise. I thought that I had rights of a full refund if returned within 14 days. I'm very stressed.:(

shaun_from_Africa

Contact them again and state that you are returning the camera using your cancellation rights under the Consumer contract regulations and you are doing so in accordance with section 9.23 and 9.8 of their own terms and conditions:
https://www.box.co.uk/conditions-of-sale

9.2.3. Unless a return is arranged under the Consumer Contract Regulations (see 9.8), the Seller reserves the right to make a handling and restocking charge of 25% on Goods which are returned if they were ordered in error or are no longer required by the Buyer. Alternatively the goods can be sent back to the buyer once the engineer and transport costs of £62+VAT have been paid in full.

9.8 If you are not a Business and have ordered an item by mistake, or have changed your mind, you can send the item(s) back to us under the Consumer Contract Regulations (CCR). To return a product under the CCR the product should be in “as new” condition and all software unused and unregistered. The (CCR) is to designed to protect consumers from mistakes, change of mind, false advertisements and misrepresentations. Under CCR consumers are entitled to open and inspect goods to ensure goods are acceptable and “as advertised“. If you decide to reject goods under CCR you need to notify us in writing (by letter, fax or email) of your decision to cancel your order under Consumer Contract Regulations within 14 calendar days after the day of delivery (Working days means all days other than Saturdays, Sundays and public holidays). Once you have notified us or your choice to return the goods under CCR you then have 28 days to return them to us at your expense.

Bear in mind that they are legally entitled to make a deduction from the refund but only if you have handled the goods excessively and have reduced their value because of this.
Have you had to register or activate any software in order to set up the camera?

SouthUKMan

Assuming you bought the camera online as per the thread title, you have 14 days (from point of delivery I believe) to inform the company that you will be returning the item and a further 14 days in which to do so. You do not have to prove it is faulty or anything like that. In simple terms the law states that because when you buy online you've not had a chance to physically see the goods, you have an automatic right to return them if they're not suitable. A company's T&Cs can NOT overturn the law!

As for postage, if you are claiming that the item is faulty then the company should pay for the return, if you are simply changing your mind about the purchase, then you will pay the postage. Make sure you use a reputable company, choose insurance and ensure you opt for tracked.