Return an expensive item

w00519773

I recently asked this question: Garmin Fenix 5 Plus very difficult to charge — MoneySavingExpert Forum.  I spoke to Garmin again and I was asked to return the item so they can send a replacement.

They have advised it is my responsibility to get the item back to them.  The item is a Garmin Fenix 5 Plus watch, which was bought for £479.99.

I have sent a few items back before to Amazon if they did not fit who deal with everything for you.  As it is my responsibility (and it is an expensive item); my concerns are that during transit:

1) The item is lost
2) The item is stolen
3) The item is broken
etc

I realise that what I have said is unlikely, however I would like to think in terms of worse case scenario as this is an expensive item.  I have looked into this and I have found Royal Mail Special Delivery: Special Delivery Guaranteed by 9am | Royal Mail.  Is this what I should use? My Hermes only seem to cover items up to a value of £300: Can I buy cover for my parcel? FAQ's - Hermes (myhermes.co.uk)

Is it reasonable to ask Garmin to refund the cost? I have read the terms and conditions and I cannot find anything that helps.

dj1471

If you’re returning it under warranty then you’re bound by the terms of that warranty - if it says you must cover the cost of returns (which most of them do) then that’s that.

I would use RM Special with the appropriate level of cover, definitely not Hermes.

Brie

Presumably you are returning the item to Garmin in Southampton??  

My watch died 2 months out of warranty and I was able to get a new replacement for £100 but had to pay to send it to them. 

Can't remember the cost of postage but I used RM and I made sure that I was covered for the full price of a new version of my watch not what I paid for it. 

I followed the info about not sending anything but the watch itself, not the charger, strap,  anything.  What I was sent instead was a complete new watch not my old watch repaired.  Not happy about having the thing die but very pleased that they had my new watch to me within about a week of me sending the old one in.

w00519773

Brie said:

Presumably you are returning the item to Garmin in Southampton??  

My watch died 2 months out of warranty and I was able to get a new replacement for £100 but had to pay to send it to them. 

Can't remember the cost of postage but I used RM and I made sure that I was covered for the full price of a new version of my watch not what I paid for it. 

I followed the info about not sending anything but the watch itself, not the charger, strap,  anything.  What I was sent instead was a complete new watch not my old watch repaired.  Not happy about having the thing die but very pleased that they had my new watch to me within about a week of me sending the old one in.

Yes, I am returning the item to Southampton and I live in the UK.  I guess this is what I should choose: Special Delivery Guaranteed by 9am | Royal Mail (£24.46 option i.e. 100g insured up to £1000?) Is this about what you paid? Thanks.

theonlywayisup

You need Special Delivery, you don't need 9am but if you need to enhance insurance then do. 

Assuming the 100g you quote is correct , with insurance for £500 then it will be £11.22

https://www.royalmail.com/sending/uk/special-delivery-guaranteed-1pm

Brie

w00519773 said:

Yes, I am returning the item to Southampton and I live in the UK.  I guess this is what I should choose: Special Delivery Guaranteed by 9am | Royal Mail (£24.46 option i.e. 100g insured up to £1000?) Is this about what you paid? Thanks.

No much less than that as I wasn't trying to rush it but just ensured that it was some sort of signed for service that covered the cost of the watch.  Mine's a cheaper version than yours (about £250 new).  I was thinking it might have been £8 but it might have been £11.  Quite recent too - beginning of May?  so current rates. 

w00519773

theonlywayisup said:

You need Special Delivery, you don't need 9am but if you need to enhance insurance then do. 

Assuming the 100g you quote is correct , with insurance for £500 then it will be £11.22

https://www.royalmail.com/sending/uk/special-delivery-guaranteed-1pm

Thanks.  I think that is what I will go for.

theonlywayisup

w00519773 said:

theonlywayisup said:

You need Special Delivery, you don't need 9am but if you need to enhance insurance then do. 

Assuming the 100g you quote is correct , with insurance for £500 then it will be £11.22

https://www.royalmail.com/sending/uk/special-delivery-guaranteed-1pm

Thanks.  I think that is what I will go for.

Keep your receipt from the PO, that is your proof of posting and if anything happens RM will need that. 

bris

To be fair no one needs to cover the cost of special delivery. Even with consumer rights basic postage costs is all the retailer needs to pay, enhanced postage is down to the sender.

theonlywayisup

bris said:

To be fair no one needs to cover the cost of special delivery. Even with consumer rights basic postage costs is all the retailer needs to pay, enhanced postage is down to the sender.

This sounds like a warranty claim to me, I may be wrong, but as the OP spoke to Garmin (and I haven't read their previous thread) then the 'send back for a replacement' is a standard warranty statement. In which case the OP is bound by the T&C, which usually ask the buyer to return at their cost/cover. 

Edit - I have now clicked through the OP's link and it was purchased in January 2019, so I'm sure it's a warranty replacement.  

JJ_Egan

OP photos of the item in the box before posting helps .