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Matalan

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carolann312 Posts: 70 Forumite

14 April 2019 at 4:02PM in Shop but don't drop

I have a suitcase bought at Matalan in July 2018. It has only been used half a dozen times within the UK and now one of the wheels is damaged and it can only be carried. I emailed IT luggage as it has a 10 year warranty but they said that as it was purchased within the last 12 months I need to take it back to the retailer and they would offer a replacement or a refund.

I went to Matalan today and was planning on getting a refund as I did not want a replacement in case the same thing happened again. However, they said their policy was either a replacement or a credit note. As I did not want to purchase anything from Matalan with a credit note I had to accept a replacement suitcase. I questioned their policy as the suitcase is damaged and, therefore, not fit for purpose but they still refused a refund.

Are Matalan within their rights or should I have been able to claim my money back?

Thanks

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