Can I return my speakers for a refund?

evoke

I bought a set of active (powered) speakers online which were delivered to me on 18 September 2018. They are high definition studio monitors so having a 'clean' sound for a home studio setup is critical. Since delivery I've tried many different cables/connectors between my computer and the speakers to eliminate a hum and a crackling noise but have been unable to do so.

I contacted the online store yesterday and they told me to make a video of the issue, which I did and I sent a link to the video to them.

As far as I am concerned I am unable to use these speakers satisfactorily due to this interference noise.

Unfortunately I have already destroyed the packaging and the online store is reluctant to accept them back. This means I may be stuck with quite expensive speakers that I cannot use.

Could anyone offer me some advice so that I can get at least most of my money back as the speakers are defective as far as I am concerned.

motorguy

Have you tried them with various other devices?

mattyprice4004

As you’ve said yourself, it’s probably interference - try connecting them to your phone with a short wire.
If there’s no interference, the issue is either your cable run being long or past some mains wiring, or your PC - in which case that’s not the supplier’s problem.
If they buzz and crackle with any input, you can of course return them - but I’d imagine they would try and make a deduction for the missing packing.
Throwing packaging out immediately seems a little daft with an expensive item - but we’ve all done it

DoaM

Bought from a UK company?

If yes then (legally) you are entitled to report a fault and the supplier must bear all costs in providing a remedy (repair, replace, refund). It is not mandatory for the original packaging to be available.

(If the goods are found to be NOT faulty then the supplier can raise a claim against you to recover costs borne in investigating the fault report).

The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are what govern UK consumer purchases.

agrinnall

It's unfortunate that you didn't decide to ask this a few days ago, as the 14 days that the CCRs give you to return an online purchase have now passed. For a less technical description than the legislation link provided by DoaM see the MSE guide:


https://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange/?_ga=2.92288861.1738808903.1538380797-1706339514.1392649330#web

evoke

Thanks for the replies all.

unholyangel

mattyprice4004 wrote: »

As you’ve said yourself, it’s probably interference - try connecting them to your phone with a short wire.
If there’s no interference, the issue is either your cable run being long or past some mains wiring, or your PC - in which case that’s not the supplier’s problem.
If they buzz and crackle with any input, you can of course return them - but I’d imagine they would try and make a deduction for the missing packing.
Throwing packaging out immediately seems a little daft with an expensive item - but we’ve all done it

They can't make a deduction for missing packaging because it would be a loss caused by their own breach. In fact, they can't make any deduction at all - given the CRA expressly prohibits them from doing so if its within 6 months from purchase (although theres an exception for motor vehicles).

[Deleted User]

unholyangel wrote: »

They can't make a deduction for missing packaging because it would be a loss caused by their own breach. In fact, they can't make any deduction at all - given the CRA expressly prohibits them from doing so if its within 6 months from purchase (although theres an exception for motor vehicles).

What are you on about? What breach?

Of course a retailer can make a deduction if it reasonably makes the resale of the returned goods difficult. Or are you really saying I can buy something online, keep it for 5 months and just send it back with no packaging and the company has to give me a full refund?

ThumbRemote

camelot1971 wrote: »

What are you on about? What breach?

Of course a retailer can make a deduction if it reasonably makes the resale of the returned goods difficult. Or are you really saying I can buy something online, keep it for 5 months and just send it back with no packaging and the company has to give me a full refund?

unholyangel was specifically responding to a point about "If they buzz and crackle with any input, you can of course return them." Hence a breach of contract.

wesleyad

Buzzing and crackling with computer speakers is nearly always (anecdotal much?) caused by electrical interference from the computer power. Make sure the power plug is connected to a completely different wall socket (I know not always possible) or at the least not on the same gang.

If they are USB speakers try front ports, but really try to get 3.5mm jacks.