Manufacturer refusing refund

nicolefor

My mum bought me Voduz Hair straighteners from Gordon’s Chemist in 2019 for Christmas. I won the Voduz competition and won straighteners. My mum returned the ones she got me and got me a hair dryer in its place. 15 months later, the hair dryer blew up and something flew out of the hairdryer and stuck to my head and burnt me. I contacted Voduz about this and they agreed to replace it as long as I paid for the postage to return it. My replacement came March 2021 and as of February 22, it has been part of a recall due to them blowing up. 

I informed Voduz I didn’t want any more of their products as in 2 years, my straighteners no longer work and I have gone through 2 hairdryers. 

Because the product was bought in Gordon’s Chemist, Voduz are only offering me a replacement or a credit note. 

My question is, do I have any rights for the money to be refunded?

I do not want any more of their products as they don’t last. 

Thank you

cx6

My view is even if you did get a refund they would be entitled to deduct for the over 2 years of use you have had.

zoob

Your mother bought them from Gordens chemist so any rights your mother has to refund, credit or exchange is with Gordon's, your mother didn't purchase anything from Voduz so no entitlement to refund from them 

Alderbank

nicolefor said:

My question is, do I have any rights for the money to be refunded?

I do not want any more of their products as they don’t last. 

Thank you

UK consumer law surrounding product recalls could be better. It is unclear and contradictory in parts and would benefit from being tidied up. Roughly speaking your entitlement is whatever the recalling company wants to offer provided it does not reduce your existing consumer law rights.
Vodus has offered you a replacement without charge. That is all you (or your mum) are entitled to. They don't have to refund you.
Since your mother bought it from Gordon's Chemist she could try claiming from them, but they will probably offer the Vodus voucher too, which again is all they have to do.
Basically your rights when you buy something are to enjoy the safe use of that product (or a replacement) for a reasonable amount of time. Bought online you have a few days to decide you don't like it or don't like the brand but beyond that you have no rights to a refund for something you just don't like any more.

I appreciate you had a very unpleasant experience with this company's product. However after the cost and scrutiny of a product recall it is fairly certain that the current product is as safe as can be. I would accept the new, safer model.

shiraz99

Alderbank said:

nicolefor said:

My question is, do I have any rights for the money to be refunded?

I do not want any more of their products as they don’t last. 

Thank you

UK consumer law surrounding product recalls could be better. It is unclear and contradictory in parts and would benefit from being tidied up. Roughly speaking your entitlement is whatever the recalling company wants to offer provided it does not reduce your existing consumer law rights.
Vodus has offered you a replacement without charge. That is all you (or your mum) are entitled to. They don't have to refund you.
Since your mother bought it from Gordon's Chemist she could try claiming from them, but they will probably offer the Vodus voucher too, which again is all they have to do.
Basically your rights when you buy something are to enjoy the safe use of that product (or a replacement) for a reasonable amount of time. Bought online you have a few days to decide you don't like it or don't like the brand but beyond that you have no rights to a refund for something you just don't like any more.

I appreciate you had a very unpleasant experience with this company's product. However after the cost and scrutiny of a product recall it is fairly certain that the current product is as safe as can be. I would accept the new, safer model.

Who mentioned anything about a product recall?

Manxman_in_exile

shiraz99 said:

Alderbank said:

nicolefor said:

My question is, do I have any rights for the money to be refunded?

I do not want any more of their products as they don’t last. 

Thank you

UK consumer law surrounding product recalls could be better. It is unclear and contradictory in parts and would benefit from being tidied up. Roughly speaking your entitlement is whatever the recalling company wants to offer provided it does not reduce your existing consumer law rights.
Vodus has offered you a replacement without charge. That is all you (or your mum) are entitled to. They don't have to refund you.
Since your mother bought it from Gordon's Chemist she could try claiming from them, but they will probably offer the Vodus voucher too, which again is all they have to do.
Basically your rights when you buy something are to enjoy the safe use of that product (or a replacement) for a reasonable amount of time. Bought online you have a few days to decide you don't like it or don't like the brand but beyond that you have no rights to a refund for something you just don't like any more.

I appreciate you had a very unpleasant experience with this company's product. However after the cost and scrutiny of a product recall it is fairly certain that the current product is as safe as can be. I would accept the new, safer model.

Who mentioned anything about a product recall?

The OP?    

nicolefor

Thanks everyone for your help. 

I thought I had more rights as the original blew up and the replacement they gave me is now being recalled for the same issue. The replacement isn’t even 1 year old and it is turning yellow on one side which I am assuming is down to the reason it is being recalled. 

So I would be better taking this hairdryer back to Gordon’s Chemist and getting a refund there and letting them return it to Voduz? I really do not want another electrical item from them. 

sheramber

The original purchase was returned to the manufacturer who sent out a replacement. Have Gordon's Chemist any liability towards the replacement since they did not supply it.

If they do it is your mum who will have to approach them about it as she made the original purchase. 

nicolefor

That is a good point. So the liability should lie with the manufacturer as they supplied the replacement 

Alderbank

No it's not. The liability under CRA does not shift to the manufacturer.
They don't have an obligation to but Gordon's Chemist might give your mother a full refund if she asks. It's worth a try.