Consume Rights Act - Repair Quality

Trinitrotoluene

Hello everyone,
I am currently attempting to assist someone with a situation where they sent an item off to a retailer for repair under the warranty, and instead of repairing it they replaced it but with something that is scratched and not as good a quality as the one she sent in for repair.
I've looked in the Consumer Rights Act 2015 directly and can't find a clause to indicate they can't do this, it certainly feels wrong. Anyone have any more information on this? Would appreciate it. Thank you!

Aylesbury_Duck

Trinitrotoluene said:

Hello everyone,
I am currently attempting to assist someone with a situation where they sent an item off to a retailer for repair under the warranty, and instead of repairing it they replaced it but with something that is scratched and not as good a quality as the one she sent in for repair.
I've looked in the Consumer Rights Act 2015 directly and can't find a clause to indicate they can't do this, it certainly feels wrong. Anyone have any more information on this? Would appreciate it. Thank you!

If it was sent under warranty, it's the terms of the warranty that apply.  Check to see if that gives them the right to replace where it's more cost-effective than a repair, or where a repair isn't possible or practical.  Your friend can't expect betterment if that's not provided for in the terms, so for example, a sports watch with a dodgy battery that has gone in for repair under warranty might be replaced by a refurbished model rather than a new-for-old replacement.