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Can't make a claim against RealMe (phone company) because they won't give a UK address...

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becky3343
becky3343 Posts: 19 Forumite
10 Posts First Anniversary
edited 4 August 2021 at 5:23PM in Consumer rights
I bought a phone from Realme in March and spent ages trying to return it because their form wouldn't work. Eventually, I was able to return it after hours of chatting online with them but it's been 3 months now and they still haven't sent a refund. I tried to make a small claim on the government website but can't because I can't find a UK address for this disgusting company even though the phone was shipped from the UK. I returned it to a UK address but it was to a third party repair centre they work with. I've tried multiple times to get a UK address from them, asking over and over in chat and they simply ignored my question until finally, they point blank said they can't give me that info.

Is there anything I can do or is that £175 down the drain? I can't believe they can legally trade in the UK like this.

Comments

  • Sandtree
    Sandtree Posts: 10,628 Forumite
    10,000 Posts Fourth Anniversary Name Dropper
    Why do you think they have a UK entity? 

    If you look on their website their T&Cs state you are contracting with their entity in Hong Kong and therefore its them that you would need to sue. This puts you outside of the MCOL process however the debt recovery prospects are poor even if you do claim and win
  • p3ncilsharpener
    p3ncilsharpener Posts: 352 Forumite
    100 Posts Name Dropper
    edited 4 August 2021 at 5:35PM
    They're not really trading in the UK, so they can certainly do this.

    Although their terms claim the sale will be governed by the customer's local law their address is listed as 

    ASCENSION INTERNATIONAL TRADING CO., LIMITED trading as realme and registered in the Hong Kong and with its registered office at Unit E, 26/F, CNT Tower, 338 Hennessy Road, Wanchai, Hong Kong.

    So in reality there's fat chance of you getting anything out of them via the UK court system.

    How did you pay. If by credit card you could try S75 against your card issuer.
  • becky3343
    becky3343 Posts: 19 Forumite
    10 Posts First Anniversary
    Thanks for the replies. When I bought the phone, everything was in GBP so I didn't think anything of it. I thought they would have a UK address if they dispatch phones from the UK. Unfortunately, I paid by debit card so looks like my money's long gone :(
  • mattyprice4004
    mattyprice4004 Posts: 7,492 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    They probably just pay a fulfilment company to dispatch the phones - and a company can price in GBP and have a .co.uk address without being a UK company. 

    Always always check the ‘about us’ or terms and conditions to see exactly where a company is based :) 
  • they are a sub division of oppo and oppo are usually more forthcoming with info... maybe ask oppo for a realme address
  • Sandtree
    Sandtree Posts: 10,628 Forumite
    10,000 Posts Fourth Anniversary Name Dropper
    becky3343 said:
    Thanks for the replies. When I bought the phone, everything was in GBP so I didn't think anything of it. I thought they would have a UK address if they dispatch phones from the UK. Unfortunately, I paid by debit card so looks like my money's long gone :(
    its an off the shelf javascript file and a few lines of code to set up a website to identify the country of the visitor from their IP address and then localise the content such as showing prices in local currency. Means they run FX risk but you can load the conversion if you want and just block certain countries with hyperinflation etc by adding just a little more code.

    To be honest these are one of the better companies as their T&Cs are very clear and hang together with their privacy policy etc. There are many more companies that are more deceptive about who and where they are but that is normally then teamed up with nonsense terms, obvious translation issues etc.
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