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Partial refunds - can they do this?
MyRy83
Posts: 2 Newbie
Hi all,
I'd appreciate some help please. We recently had our house renovated and because money is now really tight I decided to get some sofa covers to cover the old ones (as they're pretty past their best) while we save up for new ones. Found some fairly cheaply on one of the first sites that came up in a search. We made sure we got the measurements and checked the returns section of their website - it states that if you want to return the product it's at your expense (no problem).
The covers turned up after 15 days and some chasing of the customer service team - it turns out they've been shipped from Shanghai. On trying them out they were poor quality and didn't fit, so we decided we had to send them back. Got them all packaged up and looked on the website - it said to look at their terms and conditions before sending them back (the link was broken) and then to email them for details.
When they finally emailed back they said that I needed to confirm I'd watched the installation video (I had, and they're still useless). They then said that they would give me a 35 per cent refund and 70 per cent discount on a replacement, as this means I don't have to send them back and is better for the environment. I challenged that and said I didn't want to buy an alternative as the product is poor quality and despite us checking all the info and installing correctly they don't fit. They've now said I can have a 50 per cent refund and keep the items. I can appreciate it'll probably cost a bit to send them back to China, but I don't think they can block me from doing this, can they? I've not agreed anything yet but said I was seeking advice! The total price was around £95 so while it isn't a huge amount of money I really want to be aware of my rights here, and it's a lesson learned to not just buy a product without checking the fine print first
Thank you!
I'd appreciate some help please. We recently had our house renovated and because money is now really tight I decided to get some sofa covers to cover the old ones (as they're pretty past their best) while we save up for new ones. Found some fairly cheaply on one of the first sites that came up in a search. We made sure we got the measurements and checked the returns section of their website - it states that if you want to return the product it's at your expense (no problem).
The covers turned up after 15 days and some chasing of the customer service team - it turns out they've been shipped from Shanghai. On trying them out they were poor quality and didn't fit, so we decided we had to send them back. Got them all packaged up and looked on the website - it said to look at their terms and conditions before sending them back (the link was broken) and then to email them for details.
When they finally emailed back they said that I needed to confirm I'd watched the installation video (I had, and they're still useless). They then said that they would give me a 35 per cent refund and 70 per cent discount on a replacement, as this means I don't have to send them back and is better for the environment. I challenged that and said I didn't want to buy an alternative as the product is poor quality and despite us checking all the info and installing correctly they don't fit. They've now said I can have a 50 per cent refund and keep the items. I can appreciate it'll probably cost a bit to send them back to China, but I don't think they can block me from doing this, can they? I've not agreed anything yet but said I was seeking advice! The total price was around £95 so while it isn't a huge amount of money I really want to be aware of my rights here, and it's a lesson learned to not just buy a product without checking the fine print first
Thank you!
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Comments
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You may have limited consumer rights if it was bought from a chinese company. Might be useful to tell us which companyt you bought it from so someone can advise.0
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First of all you'd have to check which legal jurisdiction the contract was formed under to know what rights you may have. If its formed under England & Wales then you'd have a statutory right of return but exercising that right against an overseas company can be difficult. If its under Chinese law you;d need to see your rights there.
How did you pay? The other avenue is looking at a chargeback or such but for that you'd need to have returned the goods.0 -
According to Whois the address is showing as Toronto, Cananda
Come on you Irons0 -
With a US postal address and Ts&Cs apparently according to French law.
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