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

NewBornBaby

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,

powerful_Rogue

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

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

How much of a refund are they offering?

theonlywayisup

Have you been asked to return the item first?

NewBornBaby

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

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

Spank said:

How much of a refund are they offering?

First 16%, then 23%.

NewBornBaby

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

It would appear they don't agree with you.  How is a floor mat damaged?

NewBornBaby

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.