Extended Refund Rights

Peter_87

A number of retailers have been offering extend refund policy’s as a result of COVID restrictions.

Are these seen as an extension of Consumer Rights Act 2015 or selective extensions?

My case relates to tablet purchased from Argos as Christmas gift - item is faulty (apps crashing and icons disappear) however is over 30 days now so they are only offering repair.

Unfortunately I require tablet for daughters home schooling so do not wish to send off as she will be unable to do work.

Argos offer extended returns policy which specifically includes Faulty Item section however they are refusing to refund.

Anyone able to advise?

unholyangel

Peter_87 said:

A number of retailers have been offering extend refund policy’s as a result of COVID restrictions.

Are these seen as an extension of Consumer Rights Act 2015 or selective extensions?

My case relates to tablet purchased from Argos as Christmas gift - item is faulty (apps crashing and icons disappear) however is over 30 days now so they are only offering repair.

Unfortunately I require tablet for daughters home schooling so do not wish to send off as she will be unable to do work.

Argos offer extended returns policy which specifically includes Faulty Item section however they are refusing to refund.

Anyone able to advise?

Where are you seeing that? 

I see a returns section, which says:

If you've changed your mind and need to return an item, we've extended our returns policy - any purchases made from 18 October 2020 can be returned up to 24 January 2021. Item(s) purchased before 18 October 2020, will still fall within our usual 30 days returns guarantee.

You can take your item(s) to any open Argos store or Argos store within a Sainsbury’s supermarket. In-line with our returns policy, your item(s) needs to be:

• Unopened
• Unused
• In its original packaging (with the tags)
• In a resaleable condition
• With its proof of purchase
• You’ll also need to return any free items that came with the product.

But makes no mention of faulty.

Faulty items can be found 2 sections down from the returns section but imo it's pretty clear the extension is to their own returns policy as faulty is clearly a different section in its own right rather than a subsection of returns. 

Peter_87

The whole page is returns policy?

Also if you look under Q&A at “COVID-19: CAN I HAVE A REPLACEMENT FOR A DAMAGED OR FAULTY ITEM?”

If your item is faulty, please start by checking our product support page to see if we can solve your issue. If you do need to return your, depending on where you live, we have made some changes to how you can return an item:

In England ....

To avoid any non-essential journeys, we’ve extended our returns policy – any purchases made from 18 October 2020 can be returned up to 30 days from the re-opening of non-essential retail in your area, in-line with our returns guarantee.

...

unholyangel

Peter_87 said:

The whole page is returns policy?

Also if you look under Q&A at “COVID-19: CAN I HAVE A REPLACEMENT FOR A DAMAGED OR FAULTY ITEM?”

If your item is faulty, please start by checking our product support page to see if we can solve your issue. If you do need to return your, depending on where you live, we have made some changes to how you can return an item:

In England ....

To avoid any non-essential journeys, we’ve extended our returns policy – any purchases made from 18 October 2020 can be returned up to 30 days from the re-opening of non-essential retail in your area, in-line with our returns guarantee.

...

That returns guarantee says it must be unopened & unused. 

To avoid any non-essential journeys, we’ve extended our returns policy – any purchases made from 18 October 2020 can be returned up to 30 days from the re-opening of non-essential retail in your area, in-line with our returns guarantee.

mattyprice4004

You’re confusing returning an unopened item with their warranty.
Unfortunately they do have the right to one repair - so you’re going to need to make alternative arrangements. 

Peter_87

That returns guarantee says it must be unopened & unused. 

How do you know it’s faulty if you can’t open it and use it?

Spank

You can't, they are diffrent policies. They can resell an unopened item, but not a broken one.

Peter_87

mattyprice4004 said:

You’re confusing returning an unopened item with their warranty.
Unfortunately they do have the right to one repair - so you’re going to need to make alternative arrangements. 

My understanding is within 30 days you have right to reject repair and opt for refund

As return policy is extended 30 day rights is I would have thought all aspect were (like supported by Q&A)

Main issue is sending it off leaves me without a device for home schooling - have another child at home using laptop and no other alternative device available.

Under normal circumstances it would not be an issue. 

Mingarryman

Allow your daughter to use what you use to access the internet until it's fixed/replaced?

DCFC79

Peter_87 said:

mattyprice4004 said:

You’re confusing returning an unopened item with their warranty.
Unfortunately they do have the right to one repair - so you’re going to need to make alternative arrangements. 

My understanding is within 30 days you have right to reject repair and opt for refund

As return policy is extended 30 day rights is I would have thought all aspect were (like supported by Q&A)

Main issue is sending it off leaves me without a device for home schooling - have another child at home using laptop and no other alternative device available.

Under normal circumstances it would not be an issue. 

Theres charities out there offering free devices to allow children to do school work, why not look into one of these, and when her tablet returns then you can offer the charity tablet to someone else.

Ive no idea how the donation scheme works so you will need to look into it.

MattMattMattUK

Peter_87 said:

My case relates to tablet purchased from Argos as Christmas gift - item is faulty (apps crashing and icons disappear) however is over 30 days now so they are only offering repair.

That sounds more like a software issue than a hardware issue. What is the tablet, is it the same apps crashing, lots of different ones, what are the icons for (apps)?