Who pays for packaging when returning large faulty item?

heyitsroth

I need to return a faulty item I bought online. I think I'm right in saying that I shouldn't have to lose out financially in this situation, meaning the company have to arrange a collection or reimburse me for return shipping (correct me if I'm wrong)

But does this extend to packaging? The item is quite large and not particularly robust, so would need a large box. I usually keep the boxes things come in, but this one was so large that I had to throw it out. Am I within my rights to expect the company to send me a box with appropriate packaging, or reimburse the cost of acquiring one myself?

AndyMc.....

At what point did you discover it was faulty?

heyitsroth

Within the first 6 months

heyitsroth

I see this in the legislation:

If the consumer requires the trader to repair or replace the goods, the trader must—
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

But does that mean purely shipping costs, or all costs involved in postage? Things are often sold 'plus postage and packaging' which could suggest they are two separate things..

unholyangel

heyitsroth wrote: »

I see this in the legislation:



But does that mean purely shipping costs, or all costs involved in postage? Things are often sold 'plus postage and packaging' which could suggest they are two separate things..

If its a loss caused by their breach (as in you wouldn't have incurred that cost but for their breach) and foreseeable (imo this would be obvious to the world at large), then they are liable.

But the costs should be reasonable. There are rules on mitigation. That doesn't mean it needs to be the cheapest option - just that you should take reasonable steps to mitigate where possible and not take unreasonable steps to increase your loss.

[Deleted User]

heyitsroth wrote: »

I need to return a faulty item I bought online. I think I'm right in saying that I shouldn't have to lose out financially in this situation, meaning the company have to arrange a collection or reimburse me for return shipping (correct me if I'm wrong)

But does this extend to packaging? The item is quite large and not particularly robust, so would need a large box. I usually keep the boxes things come in, but this one was so large that I had to throw it out. Am I within my rights to expect the company to send me a box with appropriate packaging, or reimburse the cost of acquiring one myself?

What did the company say when you called them to ask?

heyitsroth

They suggested that a local bike shop should have a wheel box (the item is a bike wheel), however I've asked my only local bike shop and they don't have any boxes.

The company also advised me that certain parts of the item need to be protected and, if damaged in transit, repair work on those areas will not be covered under warranty. Am I right in thinking it's a bit unfair to put the responsibility of preventing this damage on me, considering its such an awkward thing to package? And should I push them to send me out a box to put it in?

I haven't replied to them yet, I wanted to make sure I was in the right before I started complaining

JJ_Egan

No they are 100% right if you send .
Agree that it would be better for them to arrange .

heyitsroth

Sorry, yes I understand that they shouldn't be held liable for things getting damaged in the post, but I meant more is it right to expect me take all responsibility to package something fragile and of a difficult size, when I'm only having to send it back because it was faulty?

LadyDee

Put a request on Freecycle for a box large enough to take a bike wheel - often see posts on there asking if people want a huge box before it gets broken down.

molerat

Go to your local bike shop and get a bike box. You can cut it down to suit. A bike wheel is not really that large.