Issues with Faulty Goods 30 Day Right to Reject

Mikey86

Hello All,

I've been trying to exercise my right to reject faulty goods within 30 days under the consumer rights act 2015 but I am encountering issues with the retailer and would appreciate some advice.

On 14th January I ordered a Nintendo Switch Console and Game bundle from very.co.uk, delivery was attempted on 16th January but as I was not in I had to collect from the depot on 19th January.

The Nintendo switch was displaying an intermittent error code and has now completely stopped reading game discs - I've tried different game discs in the console, none of which work , however they do work in another console I have, proving the fault is the console itself.

I contacted Very today to make them aware of my intention to activate my right to reject within 30 days as the Nintendo Switch was unfit for purpose as it does not read game discs. As per the Consumer Rights Act 2015, I explained that I was within my statutory rights to ask for a refund of the original cost paid.

This is where I have encountered some issues.

The Very representative told me (on the phone) that they would provide me with a refund but only after I returned the Nintendo Switch to the supplier, and asked me to contact them directly. At this point I stressed that my contract was with Very and not the supplier, and that it was their responsibility to handle my complaint and return request. The Very representative then assured me once again that the process is to return the item to the supplier, at which point the supplier notifies them and I will then receive a refund.

The Very representative then asked me to hold the line while she contacted the supplier (Nintendo) and then advised me she had explained the situation to the contact at Nintendo and advised she would transfer me through to speak with them and arrange the return. Cue a very confused Nintendo representative who asked me what Very had discussed with me and I told them that they had offered me a refund. He then clarified to me that the service Nintendo provided was purely a repair service, so I could send the item back to them for a repair and that if I want a remedy other than this I should speak with the retailer.

I'm feeling very fobbed off here - I'm sceptical of the fact that Very are asking me to return the item to the supplier and even more confused after talking to the suppliers themselves.

My understanding is that I should be returning to Very and they should be handling everything at that point, can anyone please advise? Any assistance would be much appreciated!

DoaM

Your consumer rights are with Very. Please be aware that when trying to enforce the 30 day rule for a full refund the supplier can require you to prove that any fault is inherent.

Consumer Rights Act 2015