Can a full order be returned if one item is faulty?

Subterranean

Hi all looking for a quick bit of advice.

I ordered online multiple items to be used together, in the same order that arrive together. If one is broken can I ask for a refund for the whole order or only the broken item, given that the other items cannot be used by themselves. More detail below.

I bought a board game and two small expansions for it. The main item was in a cardboard box, like most boardgames and the expansions were in their own plastic "blister packs" ie quite soft plastic.

When they arrived, they had not been packed well, just wrapped in one of those plastic mail bags. One of the blister packs was completely squashed. The items inside look ok but I'd have to open it to check, and they are sealed so they could not be closed back up after opening. The other blister pack is a little dented but mostly ok.

Inside the main game are a number of plastic figures 2 of which are completely snapped and broken. I took photos of the damage, and emailed the retailer, along with the description of the condition of them and the squashed blister pack, asking for a refund for the whole order.

The first thing I was told was that because I had opened the box to see the items were broken, I could only get store credit. Obviously I said this was not good enough. They have now agreed to refund the main game with the broken pieces but will only give me store credit for the other two items. Is this the best I can get or can I still demand a full refund for everything considering:

The two expansion items were bought in the same order and could not be used without the main game item.

I bought online, advised I wanted to return within 24h of receiving the items.

I would consider one of the blister packs to be damaged as its crushed permanently and I doubt the retailer would put it on their shelves in that condition.

Any advice welcomed, and please ask if you need more information.

foxtrotoscar_2

In law you are entitled to return everything for a full refund not partial/store credit. How did you pay?

Subterranean

foxtrotoscar wrote: »

In law you are entitled to return everything for a full refund not partial/store credit. How did you pay?

I paid by paypal, using my debit card. the order was less than £100 so paying by CC would not have helped.

Do you know if theres a page on the .GOV website, or even "Which?" etc that states this explicitly so that I can email it to them? I've been searching through them but found nothing specific to my situation.


Many thanks for the help.

theonlywayisup

Where is the company based? If it's in the UK and the item can be posted and assuming this is within 180 days of purchase and the purchase is not excluded by PayPal then you need to open a case with them for SNAD (Significantly not as described). Do NOT muddy the waters, just explain xyzy is broken and if you can upload some photos.

If the resolution isn't provided you can escalate the case for Paypal to decide. They should rule in your favour if everything is as you say here and they will tell you to return the item tracked for a refund. You will have to pay the cost of the return(google Paypal Returns On Us for help with the returns cost).

Subterranean

theonlywayisup wrote: »

Where is the company based? If it's in the UK and the item can be posted and assuming this is within 180 days of purchase and the purchase is not excluded by PayPal then you need to open a case with them for SNAD (Significantly not as described). Do NOT muddy the waters, just explain xyzy is broken and if you can upload some photos.

If the resolution isn't provided you can escalate the case for Paypal to decide. They should rule in your favour if everything is as you say here and they will tell you to return the item tracked for a refund. You will have to pay the cost of the return(google Paypal Returns On Us for help with the returns cost).

Thanks for everyones help. After a couple of firm but not rude emails from me they have now said they "will be happy to refund your whole order". I doubt very much their use of the word 'happy' is genuine but I don't care. Thanks for everyones help again. Case Closed (hopefully).

theonlywayisup

Subterranean wrote: »

Thanks for everyones help. After a couple of firm but not rude emails from me they have now said they "will be happy to refund your whole order". I doubt very much their use of the word 'happy' is genuine but I don't care. Thanks for everyones help again. Case Closed (hopefully).

Just be mindful, if you encounter issues with the refund Paypal will only assist you if you have returned the item tracked. The seller should be paying for the return. But it may be easier to do it yourself.

As you paid by Paypal, there is nothing to stop you taking the up to £15 reimbursement they will give you to return it and then you can use a trackable method. You don't have to have a case open to use their reimbursement returns.

https://www.paypal.com/uk/webapps/mpp/refunded-returns