Consumer advice needed

Dennymc123

Hi all,

I need a little help.

I bought a vape mod from a local shop and after 5-6 weeks it stopped working
I returned it to the shop and they told me they have a 14 day returns policy and they would have to return the item to the manufacturer in China and couldn't refund me or offer a replacement.
It has been 6 weeks now and I have never been updated and have always had to call myself, I did so today and was told the item has been returned to their head office and will be back at my store tomorrow. They said nothing could be done with the item and as it is still in warranty I would have to contact the company myself to arrange a replacement.
This doesn't seem right to me at all, if I had bought this on Ebay or Amazon I would have been able to send it back for a refund or replacement.

Where do i stand with this?

Any help would be greatly appreciated.

Thanks

Hasbeen

Dennymc123 wrote: »

Hi all,

I need a little help.

I bought a vape mod from a local shop and after 5-6 weeks it stopped working
I returned it to the shop and they told me they have a 14 day returns policy and they would have to return the item to the manufacturer in China and couldn't refund me or offer a replacement.
It has been 6 weeks now and I have never been updated and have always had to call myself, I did so today and was told the item has been returned to their head office and will be back at my store tomorrow. They said nothing could be done with the item and as it is still in warranty I would have to contact the company myself to arrange a replacement.
This doesn't seem right to me at all, if I had bought this on Ebay or Amazon I would have been able to send it back for a refund or replacement.

Where do i stand with this?

Any help would be greatly appreciated.

Thanks

My understanding its up retailer to repair or replace. They can then take it up with MFG

Have a look here might help. https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product

Dennymc123

Hi Hasbeen,

Thanks, that's pretty much what I thought.

I have emailed the retailer so will wait and see what reply I get, your help is appreciated.

Dennymc123

Ok so now I have emailed the retailer and had no reply, emailed the manufacturer in China who say the retailer has to deal with it and they have sent a replacement.

Went back to the retailer who refuse to replace or repair the item and say they don't need to deal with it at all, quoted the consumer rights act and was told it doesn't apply as they have a 14 day return policy. I left the item with them as I don't want to take ownership of it again.

They have no paperwork from the manufacturer to say it was returned or checked only the original form I filled in when I returned it to them.

I guess i will have to call trading standards and see what they say but looks like I have bought a paperweight rather than a vape mod.

Can't believe how this company is behaving.

DoaM

How did you pay? (Cash? Credit card? Debit card?)

Dennymc123

Hi
I paid with debit card, I have spoke to my bank about using the chargeback service but I would need it in writing from the retailer stating that they will not repair or replace the item on headed paper or by email, both of which k know I will not be able to get.
I cannot believe how this retailer will be able to get away with it because that's how it looks at the moment.

Dennymc123

Shockingly the retailer has now backtracked and given me a refund.

Thanks for all your help, the info you gave me helped me fight my corner