Do I Have to Pay for Return on Faulty Items?

anotheruser

Bought an item about a week ago.
It's faulty.
Do I have to pay for the return?

Florin72

What does the seller say? Sometimes you pay for the return but you get refunded by the seller. Best thing to do is to contact the seller.

mrcol1000

If it is Ebay then no, just request a return and choose the option it is not working or not as described. If it is direct from a website then legally no but getting them to pay for the return is not always as straight forward.

theonlywayisup

Was this an online sale? If so, which website? How did you pay?

anotheruser

Hi

Sorry, it isn't eBay but this didn't really fit into another section.

The ordering is complicated.
I ordered and entered half my card details online.
The company then calls you to get your long card number. They then put both bits together and take the payment.

theonlywayisup

anotheruser wrote: »

Hi

Sorry, it isn't eBay but this didn't really fit into another section.

The ordering is complicated.
I ordered and entered half my card details online.
The company then calls you to get your long card number. They then put both bits together and take the payment.

That doesn't help.

For the purposes of a distance sale, was this an online purchase - did you go into a store to see the item or did you order online?

How did you pay?

Is the company based in the UK or another country?

anotheruser

I didn't see the product but it was half online, half over the phone.
UK based.
Paid by card.

RFW

If it's faulty the seller has to pay for the return. Legally they should furnish you with the means to return it before doing so (either by paying you or providing a prepaid label) or they can collect it.

Phone/online payment isn't relevant, either way it's a distance sale.

In short, the law is such that if you buy a faulty item you shoudn't be in a worse position financially after having returned it.

theonlywayisup

RFW wrote: »

If it's faulty the seller has to pay for the return. Legally they should furnish you with the means to return it before doing so (either by paying you or providing a prepaid label) or they can collect it.

Phone/online payment isn't relevant, either way it's a distance sale.

In short, the law is such that if you buy a faulty item you shoudn't be in a worse position financially after having returned it.

This.

Have you spoken with the company about the fault? If so, what have they said?

anotheruser

They said they'd exchange it once only and I had to pay for the returns as it was in their ts and Cs.

forgotmyname

Tell them their terms and conditions are overridden by your
consumer rights.

If they do not arrange a return at no cost to you then you will just
claim a full refund from your card supplier and they can arrange collection
under your terms.