Apple watch from Very.co.uk refusing to accept a return

overpricedcoffee

Looking for some advice as I am a bit stuck as to what to do and if I have indeed made a mistake ordering an Apple Watch from Very


So I ordered an Apple Watch from Very and unboxed it, checked that it looked ok i.e no damage, no marks or scratches and turned it on synced it with my iPhone whilst I left it charging, tried it on and decided there and then to return it and get the 42mm version.


Called up very today as I could not make the return online due to their "home approval return policy" and was told by the advisor that as I had opened the packaging at the very least I am unable to return the item for a refund and/or replacement of a slightly different model.


The customer advisor also stated that the DSR does not apply as I have already opened the box and/or used the Apple Watch so even if I did return it they would check it was all ok before returning it back to me.


I thought under the DSR you are allowed to test the item as you would in store and are legally allowed to send back any item as long as you contact them in writing within 14 days.


If I have made a mistake and I am not within my rights to return it I will simply keep it (it's in it's box right now at home)

pinkshoes

overpricedcoffee wrote: »

Looking for some advice as I am a bit stuck as to what to do and if I have indeed made a mistake ordering an Apple Watch from Very


So I ordered an Apple Watch from Very and unboxed it, checked that it looked ok i.e no damage, no marks or scratches and turned it on synced it with my iPhone whilst I left it charging, tried it on and decided there and then to return it and get the 42mm version.


Called up very today as I could not make the return online due to their "home approval return policy" and was told by the advisor that as I had opened the packaging at the very least I am unable to return the item for a refund and/or replacement of a slightly different model.


The customer advisor also stated that the DSR does not apply as I have already opened the box and/or used the Apple Watch so even if I did return it they would check it was all ok before returning it back to me.


I thought under the DSR you are allowed to test the item as you would in store and are legally allowed to send back any item as long as you contact them in writing within 14 days.


If I have made a mistake and I am not within my rights to return it I will simply keep it (it's in it's box right now at home)

Under the DSR you can examine it like you would in a shop.

The bit in bold is beyond what a shop would allow.

overpricedcoffee

So Very are within their rights to refuse a return irrespective of the 14 day policy under DSR because I have used and/or synced the watch with my phone?

Greta_Sharbo

Its not the DSRs anymore - CCRs (consumer contracts, information, cancellation and additional charges regulations)

The answer though is they cant refuse to cancel if you are within the 14 days but they could make deductions for unnecessary handling (which might then lead you to the conclusion that its not worth cancelling)

overpricedcoffee

Will ask them if there are any charges and see what they say, didn't have any luck before speaking to them so won't hold my breath.