Looking for credit note advice.

MikeGolfBravo

Hi,
A few months ago I ordered some network powerline adaptors from 'box', I could not get them to work and box dragged things out for several weeks before agreeing to replace them but the replacement were also faulty and several more weeks gone before I heard back from them.
At this point I said I was not keen on getting another replacement and could I have a refund, they said they did not refund but I could have a store credit but when I got the details on the credit I find it is only valid for 9 months so I wondered if anyone could tell me if they were within their rights to put a time limit on it?
I have looked at various consumer rights stuff and it seems they don't have to refund as they dragged the process out so long but I can't find anything about time limits.

user1977

In practice these things (like gift cards) always have some sort of time limit.

Had you told them you were prepared to accept a credit note? You should really be pushing for a refund, as it sounds like you're entitled to one.

Ergates

Have you used other network over powerline adaptors before (or since) in your home?   There are circumstances in which they won't work due to the way the house is wired.   e.g. if parts of your house are on a totally separate circuits.

MikeGolfBravo

I did ask for a refund but they said they would only give the credit, I haven't told them that the credit is acceptable and they have not replied to my last email yet.
We previously had Solway powerline adapters working OK but they were quite old and not up to video streaming and stuff so ordered some Asus ones that sounded good, but turned out not to be, I did enquire about why box took so long and they said they had sent them off for testing and agreed both sets were faulty. So after this we 'bit the bullet' and pulled the floors up to run a network cable to the other end of the house and have an old router there acting as an access point. I am still using the solway adapters to get network into the garage about 20 meters away as the car wants an internet connection quite frequently to update stuff.
We have been looking on the box web site but can't find anything we particularly want, they also seem quite expensive for a lot of stuff compared to such as amazon, it was just unfortunate they had the best price on the powerline adapters at the time.

Manxman_in_exile

What date did you buy the first ones?  How long after buying them did you notify the trader that they didn't work?  When did they send replacements and when did you tell them that those didn't work either?

Assuming "box" is a UK trader your purchase is subject to this legislation:  Consumer Rights Act 2015 (legislation.gov.uk)

Basically, (AIUI) within the first 30 days* after purchase you can reject faulty goods for a full refund of the purchase price (plus postage etc).

After 30 days* the trader can have one attempt to repair or replace the faulty items.  If that attempt fails or proves also to be faulty, you are entitled to a refund.  A full refund if within 6 months* or a partial refund after 6 months to reflect any use you have had of the item (which should be none in this case if they've never worked).

Unless you agreed to accept a credit note they can't make you agree to it, it sounds to me like you are probably entitled to a full refund now.

*I'd argue that the clock stopped ticking each time you notified them that the goods are faulty.  Therefore - together with the fact that they've never worked (is that right?) - I'd have thought you should have a full refund.  (But see what others say - I'm often wrong and you haven't really given enought detail to answer your own question)

MikeGolfBravo

I believe Box is a UK trader, box.co.uk.
First order was May 25, I think it was a couple of days later that I reported problems then it took some weeks to get them returned and tested or whatever and replacements sent, replacements were reported as faulty within a day or so of arriving here and same return/test routine then I seem to have lost some emails but i declined the next replacement and requested a refund and the reply I got to that was on Tue June 28 saying they would only give credit.

MikeGolfBravo

Update, just after me making last reply I got an email from box saying they would refund!
Many thanks for all the help on here.