Delivery charges, installation charges, etc.

leitmotif

Hi all,


I bought a fridge-freezer back in March. Just coming up for five months. We've always had it set to 1° C as it doesn't seem cold enough otherwise, and stuff at the back on the top shelf doesn't seem to get cold at all (at best slightly cool). We put up with it until now, when a separate problem developed. Over the past few weeks, we've had numerous instances of walking into the kitchen to find water all over the floor from the freezer, despite the freezer door being ostensibly shut and the seal around it being fine. So it's going to have to go back.


This is the first product I'll be returning since the Consumer Rights Act replaced the Sale of Goods Act, so I want to be sure I know my rights. As I understand it, after 30 days but before 6 months, I'm entitled to a repair or replacement (choice of which is at the company's discretion?). And if that doesn't work, then a full refund.


The company I bought from tends to offer a cheaper headline price compared to competitors but bump this up with a £25 delivery charge, so it works out broadly the same as its cheapest rivals. Which is fine, but when it comes to refunds or replacements, do you get the delivery charge refunded as well? After all, if I get a replacement and they won't refund the delivery charge and I also have to pay a second delivery charge for the replacement, then I'll have spent £50 getting a working fridge-freezer rather than £25, and if that fridge-freezer doesn't work and I end up getting a 'full' refund I could be £50 out of pocket and without a fridge-freezer. Is that right?

marliepanda

Are you sure your fridge dial is degrees to start with? Mine goes from 1-5 with 5 being the coolest.

If your fridge is similar then you may have it on the warmest setting...

Fosterdog

I wouldn't waste time taking it back, call the retailer first as large appliances like this usually have an engineer come out to your home to diagnose/repair it.

unholyangel

If you have either the short term right to reject or the final right to reject and its within 6 months from purchase then they need to refund all monies paid under the contract (which would include delivery).

Once you get past that 6 month point then they are allowed to reduce the refund, but only to account for use you have had of the goods.

macman

As post 3. You won't be returning it until you report the fault to the retailer, and they will certainly want an engineer report before they make the decision to repair or replace/refund. You can only then reject it if the repair fails. Do not allow a second attempt.
If the retailer was DSG, expect a whole load of grief before the problem is resolved.