Is it my responsible for this Amazon return?

vertex

Hi
Last week I bought a lawn mower off Amazon. Its defected and Ive been in communication with the seller and theyve been giving me advise on how to dismantle it and diagnose the issue. After sending them photos it seems that it cant be fixed. Theyve said that Im to return the product directly. 
What does this involve? Are their costs associated? Ive gone through so much hassle trying to fix it, and now they want me to go to additional hassle (and possible fees) to return the item.
Ive asked them for a refund, or a replacement item. I just want to get my lawn cut! Its been over a fortnight now.
Can anyone tell me where I stand on this? Should I ask my bank to perform a chargeback on my credit card? How easy is it to return an item to Amazon? 
Thanks

theonlywayisup

Open a return on Amazon.  What happens depends on who fulfilled the order.
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161010

For eligible orders, you will receive a prepaid return label when you arrange a return via the Online Returns Centre. For non-eligible orders, you will have to contact the seller to request a return label, and wait 48 hours for the seller to respond.

vertex

Thanks. Its a 3rd party seller.

I dont have a printer and Im all over the place with work. Is there no way they can arrange collection, or just refund my money? Or just deliver me a working product and collect the defective one? 

ThisnotThat

vertex said:

Thanks. Its a 3rd party seller.

I dont have a printer and Im all over the place with work. Is there no way they can arrange collection, or just refund my money? Or just deliver me a working product and collect the defective one? 

They could do all of those things, but if they choose not to then there's nothing you can do about it.

unholyangel

ThisnotThat said:

vertex said:

Thanks. Its a 3rd party seller.

I dont have a printer and Im all over the place with work. Is there no way they can arrange collection, or just refund my money? Or just deliver me a working product and collect the defective one? 

They could do all of those things, but if they choose not to then there's nothing you can do about it.

That's not true. 

Consumer rights act states the consumer isn't bound to return the goods, unless they agreed to return them. If they didn't agree then their only responsibility is to make the goods available for collection.

Of course, despite that being the law...sometimes going the past of least resistance is the more sensible route.

MattMattMattUK

Do not start a charge back unless you want your Amazon account close permanently. Follow the returns procedure, Amazon are very good with those kinds of things, but you also can not expect to keep the goods and get a full refund, be reasonable and they will be as well.

elsien

MattMattMattUK said:

Do not start a charge back unless you want your Amazon account close permanently. Follow the returns procedure, Amazon are very good with those kinds of things, but you also can not expect to keep the goods and get a full refund, be reasonable and they will be as well.

Amazon generally are good, but this is a third party seller so the response can be a lot more variable. 

sheramber

vertex said:

Thanks. Its a 3rd party seller.

I dont have a printer and Im all over the place with work. Is there no way they can arrange collection, or just refund my money? Or just deliver me a working product and collect the defective one? 

All you have to do is drop it off at your local Post Office. You don’t even have to print a return label at home. If you prefer, you can just pop into your local branch and we’ll scan the QR code straight from your phone.

Making an Amazon return with us

• Log in to your Amazon account, go to Your Orders and select the item you want to return

• Select Return or Replace items. Let them know why you’re returning the item and add any extra details (if the item was not sold by Amazon.co.uk, sometimes you need to submit a request and wait for approval). Select Royal Mail Drop Off – no printer required or Other Dropoff – printer required. Then you’ll either get QR code for your phone or a return label to print out.

• Pack your item(s) and if you have printed a returns label affix it to your item(s)

• Bring your package with its label or your QR code to your local Post Office - and we’ll do the rest.

 

Just drop into your branch and drop off your package and take your proof of posting with the tracking details.

You can check the progress of your Amazon return in Your Orders or at https://www.postoffice.co.uk/track-trace

Should you have any questions about your return, just go to the help section in your account.

custardy

sheramber said:

vertex said:

Thanks. Its a 3rd party seller.

I dont have a printer and Im all over the place with work. Is there no way they can arrange collection, or just refund my money? Or just deliver me a working product and collect the defective one? 

All you have to do is drop it off at your local Post Office. You don’t even have to print a return label at home. If you prefer, you can just pop into your local branch and we’ll scan the QR code straight from your phone.

Making an Amazon return with us

• Log in to your Amazon account, go to Your Orders and select the item you want to return

• Select Return or Replace items. Let them know why you’re returning the item and add any extra details (if the item was not sold by Amazon.co.uk, sometimes you need to submit a request and wait for approval). Select Royal Mail Drop Off – no printer required or Other Dropoff – printer required. Then you’ll either get QR code for your phone or a return label to print out.

• Pack your item(s) and if you have printed a returns label affix it to your item(s)

• Bring your package with its label or your QR code to your local Post Office - and we’ll do the rest.

 

Just drop into your branch and drop off your package and take your proof of posting with the tracking details.

You can check the progress of your Amazon return in Your Orders or at https://www.postoffice.co.uk/track-trace

Should you have any questions about your return, just go to the help section in your account.

Only caveat. Unless its changed, Post Offices cant print those labels.
Its RM customer service points only. Amazon fail to understand the distinction for a few things.

theonlywayisup

Have you opened the return case?

I would suggest you open it and ask the seller to arrange a collection - it is a lawnmower therefore quite a legitimate request. But until you ask you do not know what their response will be and you will not be able to fall back on an A-Z claim unless you've tried. 

sheramber

 Amazon gave me an address to put on a parcel manually to return an item as an alternative to the QR code.