Amazon Seller Not Refunding in Full

roof30

Last week I bought a laptop cooling pad from an Amazon Marketplace seller. Upon receipt (on Friday) it turned out to be faulty and I returned it to the seller using their own returns label, which happened to be a two day delivery service. They have contacted me today to say they will be refunding me, minus £5 for the return delivery.

As far as I am aware the Consumer Rights Act says the onus is on the seller to refund in full, including delivery, where they have sold a faulty item. Can anyone confirm or deny this, and if you can confirm, can you please cite where in the CRA it says this?

I have emailed the seller to let them know that I am expecting the return of the £5, but would like to back this up with evidence as I have no doubt they will try and fight it.

Many thanks,
Ruth

unholyangel

If they do get awkward, just involve amazon. Marketplace sellers need to have a returns policy that is equal to or better than amazons own.

As for which part of the CRA, try section 20 (8).

(8)Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.

theonlywayisup

Amazon have a buyer protection programme and it covers exactly this.

It is called Amazon A-Z.

I would send a message to the seller explaining the full refund is due as the item was faulty. I would add that they have 48 hours (or whatever timescale you feel is fair) to refund or you will open an A-Z claim.

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201889730

If they fail to refund, open the claim and do what the claim tells you. A-Z claims are the killer of an Amazon seller.

Your consumer rights are in addition and you should use the Amazon A-Z if the seller fails to engage as Amazon will support you. CRA legislation is in addition to your Amazon rights and is not as easy to enforce.