Unable to return faulty bicycle, need help

Ergates

cidfenmaria said:

cymruchris said:

They appear to have only around 10-12 items for sale across the entire site - which show no matter which heading you click.  It's going to be a bit of an uphill struggle to get your £40 back I think - but you can but try. In their terms and conditions there's no mention of reporting a fault within 24 hours. Damage yes, but faults no. If something is out of true/balance - that's not damage but a faulty component. Damage to me is if the box has had a big whack and the whole thing is dented and warped. If on the surface everything looks fine, and it's just not performing properly - that's more likely a fault than damage. Anyway - do let us know how you get on. 

Great thanks for your input. Imagine if they do specify 24 hours fault policy would that really be reasonable? not everyone (perhaps most people) has the time to check/set it up immediately, especially delivered on a week day. Not to mention the fault can only be decided after adjustment as you need time to rule out incorrect installation?

That wouldn't be reasonable and that wouldn't align with consumer protection laws in the UK.

cidfenmaria

the_lunatic_is_in_my_head said:

cidfenmaria said:

paid by credit card, price £199 if that helps

S75 cover on this surely?

Assuming recently is less than 6 months a full refund is due, trader should cover the costs of return and goods are taken to not conform (have an issue) unless demonstrated otherwise. I'd not bother with the retailer and just raise a S75 claim with the card provider.

would the retailer then says I refuse to return it, as I do not agree the return postage?

born_again

TBH.

Warranty

3 Year warranty is for motor only. It doesn’t cover you against accidental damage or cosmetic damage or general wear and tear of the item. For breakages/damages of the product you must contact your home insurance company or find an online accidental damage claim service for home appliances, some companies specialise in this kind of insurance cover.

We do not fit the new motor but provide instruction of how to remove the old motor and install the new one. The instructions are clear, the process is simple and requires only a screwdriver.

All motors are free of charge but are delivered directly from our manufacturers in China. The airway bill delivery charges and taxes from door to door (China factory to UK Home), for a motor of this size and weight are around £40 to £60. Customers are expected to bare the freight and tax charges.

All motor part delivery arrangements and customs clearance are managed by our after-sales support team, the warranty can only be used once, keep your proof of purchase, invoice or voucher from when you originally made the purchase to make a claim.

We do not provide a warranty card or special warranty ID number; the receipt of purchase is enough to locate your order and submit your claim.

Ergates

born_again said:

TBH.

Warranty

3 Year warranty is for motor only. It doesn’t cover you against accidental damage or cosmetic damage or general wear and tear of the item. For breakages/damages of the product you must contact your home insurance company or find an online accidental damage claim service for home appliances, some companies specialise in this kind of insurance cover.

We do not fit the new motor but provide instruction of how to remove the old motor and install the new one. The instructions are clear, the process is simple and requires only a screwdriver.

All motors are free of charge but are delivered directly from our manufacturers in China. The airway bill delivery charges and taxes from door to door (China factory to UK Home), for a motor of this size and weight are around £40 to £60. Customers are expected to bare the freight and tax charges.

All motor part delivery arrangements and customs clearance are managed by our after-sales support team, the warranty can only be used once, keep your proof of purchase, invoice or voucher from when you originally made the purchase to make a claim.

We do not provide a warranty card or special warranty ID number; the receipt of purchase is enough to locate your order and submit your claim.

Did you mean to post that here?

paulttt

cidfenmaria said:

I have another bike under £150 and now is around 10 years old and is working perfectly

So earlier in the thread when you said "I need a bike ASAP, you already had one that was perfectly functional? 

cidfenmaria

paulttt said:

cidfenmaria said:

I have another bike under £150 and now is around 10 years old and is working perfectly

So earlier in the thread when you said "I need a bike ASAP, you already had one that was perfectly functional? 

it's for a familiy member, which I bought &set it up myself

the_lunatic_is_in_my_head

cidfenmaria said:

the_lunatic_is_in_my_head said:

cidfenmaria said:

paid by credit card, price £199 if that helps

S75 cover on this surely?

Assuming recently is less than 6 months a full refund is due, trader should cover the costs of return and goods are taken to not conform (have an issue) unless demonstrated otherwise. I'd not bother with the retailer and just raise a S75 claim with the card provider.

would the retailer then says I refuse to return it, as I do not agree the return postage?

The retailer's terms about 24 hours are not enforceable. The retailer should collect rejected goods unless you have agreed to return them (check their terms to see if you have, not sure if website info binds you to this I would have thought it would have to be durable, i.e in emails they sent or on paper) but they should cover the cost of return.

S75 places the same liability on the card provider as it does the retailer.

If the retailer is refusing to honour your rights of repair/replacement and return at their cost then contact the card provider and request a Section 75 claim.

born_again

Ergates said:

born_again said:

TBH.

Warranty

3 Year warranty is for motor only. It doesn’t cover you against accidental damage or cosmetic damage or general wear and tear of the item. For breakages/damages of the product you must contact your home insurance company or find an online accidental damage claim service for home appliances, some companies specialise in this kind of insurance cover.

We do not fit the new motor but provide instruction of how to remove the old motor and install the new one. The instructions are clear, the process is simple and requires only a screwdriver.

All motors are free of charge but are delivered directly from our manufacturers in China. The airway bill delivery charges and taxes from door to door (China factory to UK Home), for a motor of this size and weight are around £40 to £60. Customers are expected to bare the freight and tax charges.

All motor part delivery arrangements and customs clearance are managed by our after-sales support team, the warranty can only be used once, keep your proof of purchase, invoice or voucher from when you originally made the purchase to make a claim.

We do not provide a warranty card or special warranty ID number; the receipt of purchase is enough to locate your order and submit your claim.

Did you mean to post that here?

Yes. That is another of this companies gems....

Ergates

born_again said:

Ergates said:

born_again said:

TBH.

Warranty

3 Year warranty is for motor only. It doesn’t cover you against accidental damage or cosmetic damage or general wear and tear of the item. For breakages/damages of the product you must contact your home insurance company or find an online accidental damage claim service for home appliances, some companies specialise in this kind of insurance cover.

We do not fit the new motor but provide instruction of how to remove the old motor and install the new one. The instructions are clear, the process is simple and requires only a screwdriver.

All motors are free of charge but are delivered directly from our manufacturers in China. The airway bill delivery charges and taxes from door to door (China factory to UK Home), for a motor of this size and weight are around £40 to £60. Customers are expected to bare the freight and tax charges.

All motor part delivery arrangements and customs clearance are managed by our after-sales support team, the warranty can only be used once, keep your proof of purchase, invoice or voucher from when you originally made the purchase to make a claim.

We do not provide a warranty card or special warranty ID number; the receipt of purchase is enough to locate your order and submit your claim.

Did you mean to post that here?

Yes. That is another of this companies gems....

Ah right.   Definitely a well established and reputable UK company then.

cidfenmaria

the_lunatic_is_in_my_head said:

would the retailer then says I refuse to return it, as I do not agree the return postage?

The retailer's terms about 24 hours are not enforceable. The retailer should collect rejected goods unless you have agreed to return them (check their terms to see if you have, not sure if website info binds you to this I would have thought it would have to be durable, i.e in emails they sent or on paper) but they should cover the cost of return.

S75 places the same liability on the card provider as it does the retailer.

If the retailer is refusing to honour your rights of repair/replacement and return at their cost then contact the card provider and request a Section 75 claim.

thanks in general how long would a S75 claim take would it be lengthy or straight-forward, if my case involves a faulty part of the purchased goods?