Consumer rights postage refund success!

ElefantEd

This should possibly go in the Praise section (as in Praise for MSE.com for being such a useful resource) but I thought I should report a resounding successful application of consumer rights.

My wife bought a circular saw, which proved to be faulty after a few weeks. She contacted the company, they arranged a courier and it was returned without a problem. They refunded the original cost of the saw, obviously agreeing that it was faulty, but didn't refund the original postage. This is noted in their T&Cs but of course these can't override your statutory rights.

A quick email along the lines suggested here, mentioning the Consumer Rights Act 2015, and the company responded promptly and agreed a refund of the postage costs.

If nothing else, this goes to show that it is worth making a small effort and that even companies that may be trying to pull a fast one are responsive to the correct language.

theonlywayisup

To be fair your post isn't very informative without naming the company. 

TELLIT01

theonlywayisup said:

To be fair your post isn't very informative without naming the company. 

I disagree.  The important information is that postage costs should be refunded on the return of faulty goods, and that any statement in the T&C cannot override that entitlement.  Which particular company the OP dealt with is of no importance.

ElefantEd

Also I can't remember the name of the company, as I had nothing to do with the purchase! As Tellit01 says, I figured the key thing was that the mention of the Consumer Rights Act did the trick, even on a company whose T&Cs weren't in accordance with the law; to encourage others to do the same.

Sandtree

So no one commenting on the wife buying a circular saw for herself???

Mine has a studio full of woodworking tools and everyone always passes comment on them being hers rather than mine.

Not clear how much of a fight was put up by the seller... I know generally when an item is returned in the normal returns window and its not a large company with good IT systems etc that distinguishing between change of mind and fault doesnt always work the best resulting in failure to differentiate rights on postage (plus potentially sending faulty goods out)

theonlywayisup

TELLIT01 said:

theonlywayisup said:

To be fair your post isn't very informative without naming the company. 

I disagree.  The important information is that postage costs should be refunded on the return of faulty goods, and that any statement in the T&C cannot override that entitlement.  Which particular company the OP dealt with is of no importance.

The 'important information' as you put it, is actually written into legislation.  It isn't new.

The fact that a lot of sellers fail to adhere is also not new.

The company being prompted to act correctly, is something of note and by virtue of the other pointers; new.