Damaged goods bought online from German company - my right to a refund

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NewBornBaby
NewBornBaby Posts: 79 Forumite
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in Consumer rights
Hello,
I bought something from the UK, on a .co.uk website but the company is in Germany and goods delivered from Germany.
Goods cost under £100 and I used my credit card to pay.
Goods arrived damaged.
The company are answering my emails but not agreeing to a full refund.
Do I have the same rights as if I'd bought from the UK?
Thank you,
«1

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  • powerful_Rogue
    powerful_Rogue Posts: 7,517 Forumite
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    NewBornBaby said:
    Hello,
    I bought something from the UK, on a .co.uk website but the company is in Germany and goods delivered from Germany.
    Goods cost under £100 and I used my credit card to pay.
    Goods arrived damaged.
    The company are answering my emails but not agreeing to a full refund.
    Do I have the same rights as if I'd bought from the UK?
    Thank you,
    The .co.uk means nothing. Anyone from any country can purchase one.
    Why are they not agreeing to a refund? Your rights should be similar, but not exactly the same.
    Have you contacted your credit card provider and enquired about a chargeback?

  • DoaM
    DoaM Posts: 11,863 Forumite
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    edited 31 July 2020 at 1:21PM
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    NewBornBaby said:
    Do I have the same rights as if I'd bought from the UK?
    Largely so - as the UK consumer legislation is derived from the same EU directive(s) as consumer legislation in all EU countries. There will be subtle differences though.

    Which website did you buy from? (We may be able to better guide you once we know who your contract is with).
  • Spank
    Spank Posts: 1,751 Forumite
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    How much of a refund are they offering?
  • theonlywayisup
    theonlywayisup Posts: 16,031 Forumite
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    Have you been asked to return the item first?
  • NewBornBaby
    NewBornBaby Posts: 79 Forumite
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    powerful_Rogue said:
    NewBornBaby said:
    Hello,
    I bought something from the UK, on a .co.uk website but the company is in Germany and goods delivered from Germany.
    Goods cost under £100 and I used my credit card to pay.
    Goods arrived damaged.
    The company are answering my emails but not agreeing to a full refund.
    Do I have the same rights as if I'd bought from the UK?
    Thank you,
    The .co.uk means nothing. Anyone from any country can purchase one.
    Why are they not agreeing to a refund? Your rights should be similar, but not exactly the same.
    Have you contacted your credit card provider and enquired about a chargeback?

    Yes I've started the chargeback process.
  • NewBornBaby
    NewBornBaby Posts: 79 Forumite
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    DoaM said:
    NewBornBaby said:
    Do I have the same rights as if I'd bought from the UK?
    Largely so - as the UK consumer legislation is derived from the same EU directive(s) as consumer legislation in all EU countries. There will be subtle differences though.

    Which website did you buy from? (We may be able to better guide you once we know who your contract is with).
    DoaM said:
    NewBornBaby said:
    Do I have the same rights as if I'd bought from the UK?
    Largely so - as the UK consumer legislation is derived from the same EU directive(s) as consumer legislation in all EU countries. There will be subtle differences though.

    Which website did you buy from? (We may be able to better guide you once we know who your contract is with).
    floormats.co.uk

  • NewBornBaby
    NewBornBaby Posts: 79 Forumite
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    Spank said:
    How much of a refund are they offering?
    First 16%, then 23%.
  • NewBornBaby
    NewBornBaby Posts: 79 Forumite
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    theonlywayisup said:
    Have you been asked to return the item first?
    They first asked for a photo which I sent. Now they have asked me to return the item first at my own expense.
  • The_Rainmaker
    The_Rainmaker Posts: 1,483 Forumite
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    It would appear they don't agree with you.  How is a floor mat damaged?
  • NewBornBaby
    NewBornBaby Posts: 79 Forumite
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    The corner of it is bent and mangled.  It's one of those palstic mats that goes on the floor so an office chair doesn't damage the carpet.
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