Very.co.uk refusing return if faulty item

straymuffin

Hi,

I bought a DJI Osmo Mobile 3 from Very and it’s faulty. After 2 days of trying to get it to work and discussions with DJI online support they have said it would be best to return the faulty item.

When I contacted Very to return it, they refused and insist I must call DJI and arrange a return with them.

Surely, my contract is with Very and not DJI? Should I fight this or just deal with DJI?

Has anyone had similar problems with Very?

Anna1912

Yes, it is. But sometimes you get somebody not very well aware of the consumer rights.

I find that using resolver template - always deliver the results.

bris

How long have you had it? If it's over 30 days then the short time right to reject for a refund has passed so that would have been the preferred choice for you (not saying you wanted that just it would have been an option).


If it's under six months the onus is on Very and they really should be dealing with it and probably will if you complain hard enough about your consumer rights being breached.


If it's over six months then they don't actually have to do anything unless you can get an independent report to state it's inherently faulty and make them act on that (very hard to do).


Best option although some will bang on about their rights is to just let the manufacture deal with it. It's twice as fast and all the retailers do is send it to them anyway but the difference is it takes a lot longer.


So for anything over 30 days the result will be the same, just the timescale will be different depending on who you want to deal with it.

DoaM

If you use the manufacturer, make sure the seller is aware and has had the opportunity to provide a remedy. That way you don't lose any rights with the seller. (E.g. if the goods go faulty again you can demand a refund as the seller has already had their single opportunity to provide their remedy of choice).

straymuffin

Thanks for the replies. After a couple of calls the Very both ending with them telling me to contact the manufacturer, I tried their online chat and got someone more helpful who seemed to be aware of the Consumer Rights Act. All was going well and they were just about to tell me how to return the item at my local post office and then the chat window closed!
I can only assume that it was because I had just passed 8pm which is when the chat line closes so they just cut me off. Brilliant customer service!