Returned fault item

tigerlily10

I purchased a mini ice cream machine online received it ok but was faulty (rattling sound and burning smell) so the return was approved to send all items back and was given one returns note (pre paid) 
Id heard nothing from them the tracking shows they received this item back 6 days ago so I contacted them and asked when will I get my refund. They have responded with photos of the returned item the unopened unused ice cream mix which was inside had split open and gone everywhere so they’re only offering me 75% refund surely this should be claimed from the carrier as this has happened during transit. The returns method they gave me was collect plus which you drop off the parcel at a petrol station and it takes quite a few days to get back to them. The ice cream maker is like a mini fridge and needs to be kept upright and I returned using all the same packaging as I received it in. I paid on my credit card. What are my rights here? 

Aylesbury_Duck

As the return was arranged and pre-paid for by them, it's their problem to sort out.

pinkshoes

tigerlily10 said:

I purchased a mini ice cream machine online received it ok but was faulty (rattling sound and burning smell) so the return was approved to send all items back and was given one returns note (pre paid) 
Id heard nothing from them the tracking shows they received this item back 6 days ago so I contacted them and asked when will I get my refund. They have responded with photos of the returned item the unopened unused ice cream mix which was inside had split open and gone everywhere so they’re only offering me 75% refund surely this should be claimed from the carrier as this has happened during transit. The returns method they gave me was collect plus which you drop off the parcel at a petrol station and it takes quite a few days to get back to them. The ice cream maker is like a mini fridge and needs to be kept upright and I returned using all the same packaging as I received it in. I paid on my credit card. What are my rights here? 

I would contact them in writing and tell them that as they arranged the courier, and you sent it back in the original packaging supplied by them, then you look forward to receiving your full refund shortly. 

If they don't refund 100% then just contact your card provider.

sheramber

Was the packet of unused mix secured inside the package in the same way as  they sent it?