The Range Customer service

eakinshelly

Hi all, this is the response that I received from The Range Head Office Customer service team, in regards to my trying to return faulty solar lights (less than 1 years since purchase) to be told in the shop that they can only be returned within 6 months.  I didn't think this was right so contacted Head Office.  Is this response factually correct?  Thanks in advance for any help.

Antony (The Range) 1 Jun 2022, 14:47 BST Good Afternoon Michelle,    Thank you for your correspondence.    I can inform you that As outlined by the Consumer Rights Act 2015, unfortunately, for faulty items you have 6 months from the date of purchase to report any issue to us, as we would expect a manufacturing defect to have made itself present within this time frame. However if it has been over 6 months you have until 6 years from the date of purchase to investigate a manufacturing defect yourself.    This can be done by hiring an independent tradesman to investigate your item, and if evidence of a manufacturing fault is found and the evidence/report is sent to us, we would then be able to assist you further.   I believe that the use of "Warranty" was used incorrectly by the store staff and they were to reference this as a general rule of thumb within the retail industry

born_again

Warranty is provided by product manufacture, not the retailer.
The response from the range is correct.

So if the lights have a 12 month warranty, then you have to take that up with the manufacture of the lights.

There is no general rule of thumb retail industry warranty.

the_lunatic_is_in_my_head

Hello OP

Their response is correct in that within the first 6 months it is taken the goods did not conform (had a problem) unless demonstrated otherwise but after 6 months this is no longer the case and so down to the consumer to show the goods did not conform at the time of delivery.

This doesn't mean a fault had to be visibly present at the time, for example goods must be durable so poor quality components that fail before their time are something that would have been originally present but not known.

You could have someone look at the solar lights (electrician maybe) and the store should cover any costs in doing so if the situation is found to be in your favour but there is a question of time vs reward depending upon how much you paid for the lights. 

If the lights came with any kind of warranty this would be in addition to your consumers rights and what is offered and who obligation lies with would depend upon the terms and the party providing the warranty. 

jon81uk

That is correct, after six months it is on the consumer to prove that it is a manufacturing defect.

pulliptears

As an aside, have you tried removing the batteries and putting them on charge?  I did a few non working sets last month, removed and charged batteries, cleaned the terminals and gave them a good charge.  All but one set came back to life.

mattyprice4004

Yup, what they're quoting is spot on. 

mobileron

You now have seen the light :