Cex return rules

I am confused about what companies can and cannot do in terms of returns.

My daughter bought a 3ds xl online from the cex website last week. It was used one with warranty for £100. It arrived by courier today. She tried it out but it struggled to run the 2ds games she had and also the 3d screen really affected her eyes. So, she went on the cex website and there is very little information about online returns. It talks about a maximum 2 day return period but mentions store purchases not online purchases. It also says only a voucher not a full refund.

Can anyone clarify what is possible with an online purchase from cex

Thanks

Replies

  • https://uk.support.webuy.com/support/solutions/folders/17000123471

    Any unwanted online order can be returned for a full refund by going into any CeX store or by posting the item(s) back to us within the first 14 days of the item(s) being delivered. 


    If you are unable to return your item(s) within the first 14 days you will need to notify us of your intention to return your item within the first 14 days. You then have a further 14 days from the date you notify, to return your items for a refund.


    In order to be eligible for a refund, items must be returned with all accessories and be in the same condition in which they were sold. 


    We will also refund the initial, individual shipping charges of any items that are refunded.


    We do not however cover any costs you incur in returning unwanted goods. When sending items back to us, we advise that you use an insured and/or traceable method of transit addressed to,


    CeX Returns Order #<insert your Order number here>

    Unit A
    Greycaine House
    21 Greycaine Road
    Watford
    WD24 7GP

  • p00hsticksp00hsticks Forumite
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    smallzoo2 said:
    She tried it out but it struggled to run the 2ds games she had and also the 3d screen really affected her eyes.

    FYI you can turn the 3D effect off - as far as I recall (I no longer have mine) there's a slider on the side of the console and it's also an option in the settings somewhere. 
  • SilverSluggerSilverSlugger Forumite
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    You most definitely can return this.. 
    I think you have two different routes to go:

    1) 14-Day money back guarantee from date item was delivered to you.
    2) 2 Year warranty on device.

    If I were you I would go for Option 1 stating it was not in the condition you expected. Option 2 will also work but could result in an exchange like for like (or as close to that as possible) item or store credit/refund (your choice).
  • Neil49Neil49 Forumite
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    You most definitely can return this.. 
    I think you have two different routes to go:

    1) 14-Day money back guarantee from date item was delivered to you.
    2) 2 Year warranty on device.

    If I were you I would go for Option 1 stating it was not in the condition you expected. Option 2 will also work but could result in an exchange like for like (or as close to that as possible) item or store credit/refund (your choice).
    Option 1 is a complete non starter - you are responding to a post that is a month old! 

  • benjonathandarlingbenjonathandarling Forumite
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    Where are the replies?
  • EmJHall97EmJHall97 Forumite
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    I wouldn't touch CEX as far as I could throw them, absolutely terrible company and just scam their customers, they don't even test the games they sell!

    If you want second hand, go to GAME. You'll pay more but they have a better refund policy and check everything before reselling it.

    Have you thought about a switch instead? If she will only play in handheld mode a Switch Lite would be ideal and cheaper. DS consoles have been discontinued now so no new games either!
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