Unsure of my rights, online purchase.

trickydicky14

Unsure of my legal rights,
Purchased a pair of boots online with a credit card. After six weeks light use the heel came off one of the boots. Contacted online shop and I was asked to send Photos of fault, condition of sole, inside label and general condition of boots, this I did.
After four days with no response I contacted them by phone to be told the photos have been sent to the manufacturer for comment and until a response is given they will not refund or replace boots.
Is this above board? I thought my issue would be just with the online shop and the shop would have to deal with the manufacturer separately. When I stated this on the phone I was told the rules are different for online purchases.
They appear to be saying, the manufacturer has the power to dictate how my claim will be dealt with.
Hope I have made myself clear, thanks for any advice.

theonlywayisup

As the purchase is faulty and is less than 6 months old, the fault is deemed inherent.

Have a read of a simplified version of the CRA.

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

You do not have any contract with the manufacturer, your contract is with the retailer.

waamo

I suspect they want the manufacturer to confirm they are faulty and not been subjected to damage by the wearer.

molerat

The onus is on the retailer to prove they are not inherently faulty and they are the ones that have to provide the remedy if they are. They have the right to seek expert opinion and in this case they have asked the manufacturer. If the manufacturer states the cause as misuse then they can use that as their proof. It is not a simple right to "less than 6 months = replace / repair / refund".

trickydicky14

Thanks for all three replies and I now understand things a little better.
Can I ask, how long do you think is reasonable for me to have to wait for a decision?