Can I get my money back?

solmend

I bought a stand up paddle board (£375) from a company on 26th July, through paypal.
There was a leak in the board - which I only found on holiday last week. I contacted the company and they said it would still be within warranty if I attempted a repair. I did so and although there was still a leak I managed to get some use out of the board - 3 days out of the 9 day holiday.
The company apologised and said I could return the board when I got back in exchange for another.
Now I'm back I've lost faith in the company. I'd like a refund but they're suggesting returning only the board and not the accessories and then they'll send a new board. There are signs of wear and tear on the accessories (paddle and pump) and the carry bag has got marks on it from its journey in the aircraft hold there and back.
Do I have the right to ask for a refund or must I just accept their swap for a new board?
Thanks

robatwork

You've had use out of it - something about having your cake and eating it.

If you had wanted a full refund you should have packed it back up, not used it, not fiddled with it and returned it as soon as practical.

I think the company are being more than fair with you offering a replacement on a bodged board.

Aylesbury_Duck

Agreed. There has been a spate of similar threads recently, from posters wanting free hire of stuff for holidays. They have the use of the item for their holiday and once back, “lose faith” in it on trivial grounds and want a refund rather than accept the reasonable exchange offered. By my recollection in the last two weeks alone there have been two expensive tents, a roof rack and now this.

My luggage is getting a bit scruffy. Which retailer do you think will lend me some new suitcases for nothing?

solmend

I intended to use the board every day of the holiday. Due to a problem I had no control over I was only able to use it for three days - a third of the holiday. I couldn’t return it there and then - I was abroad. The carrying bag was already marked from being in the hold - easyJet not always the gentlest luggage handlers.
And yes I have lost faith because at no point has the company offered to compensate me for the fact I couldn’t use their product for 6 days. Also I paid extra for hold space for this item. I was determined to get some use out of the board even if it meant returning to pump it up a couple of times an hour.
It’s wrong for you to make unpleasant assumptions about me.

DCFC79

You can ask for a refund but they are doing it by the book by offering to swap the board for another.


Maybe you could read up on your rights.

Aylesbury_Duck

solmend wrote: »

I intended to use the board every day of the holiday. Due to a problem I had no control over I was only able to use it for three days - a third of the holiday. I couldn’t return it there and then - I was abroad. The carrying bag was already marked from being in the hold - easyJet not always the gentlest luggage handlers.
And yes I have lost faith because at no point has the company offered to compensate me for the fact I couldn’t use their product for 6 days. Also I paid extra for hold space for this item. I was determined to get some use out of the board even if it meant returning to pump it up a couple of times an hour.
It’s wrong for you to make unpleasant assumptions about me.

So what's wrong with accepting an immaculate replacement? A puncture is hardly reason to "lose faith" in the company. What would expect them to do, ship a replacement out to you on holiday? If you accept a replacement, you've had use of the board for the holiday and you'll get a pristine replacement for your next trip.

I stand by my assumption because you are being unreasonable.

lewishardwick

Get it swapped. If the replacement has a puncture, then you have reason to lose faith.

Not every single issue can be identified during the manufacturing process.

Fosterdog

Is it possible that the leak was caused by the rough handling of the airline? Did you try it out at all before taking it away to see if it was fine then?

Smellyonion

Let's be real. You used it for your holiday so no longer require it and you would prefer a refund.

If the company were to offer a refund, they should deduct the wear that you created in those 3 days.

reason2

yea, seems to me like you wanted to borrow the use of a board for a few days and now the holiday is over you want your money back..
doesnt work that way though im afraid

pinkshoes

Were you not able to hire a board instead?

Is it possible the damage occured on the flight that caused it to leak?

The company are being fair. Accept the replacement and sell it on if you no longer want it.