Faulty fridge freezer bought online do they have to refund delivery?

whitedragon101

Item : fridge freezer
purchased : last Friday 26th aug
delivered : last Sunday 28th aug
Retailer : AO (uk online retailer)
Payment : visa credit card 

What happened 
It’s faulty. Confirmed by an engineer yesterday wed 31st. AO confirmed over the phone they have the faulty report from the engineer and are offering a refund.  Collection for free has been arranged.

The problem

I paid £35 for delivery and £30 for “installation.”  Installation was them taking the packaging off and wheeling it into its slot in the kitchen.

My take
This page on Which (the consumer review website) says if the item is faulty I have a right to be refunded the delivery costs including expedited delivery. (I can’t post links but if you Google the exact text of the quote it will show you the page).

“If you want to return your faulty goods for a refund, a repair or replacement, you should be refunded the delivery cost you paid to get it sent to you.  If you paid for enhanced or express delivery and you’re returning the faulty goods early on, this will also be refunded to you.” - Which consumer advice webpage

But I wonder if quoting a which article will be too weak an argument.  Is there a specific place in actual legislation that covers this?

This section of the consumer rights act 2015 was suggested by a user on Reddit which states the remedies for the goods being faulty and right to reject under those conditions.
CRA2015 S20 (10)
“To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money.”

That does seem to say they have to pay all of the money back inc delivery/ install.

Help

Do they have to refund the delivery and or installation costs?
If so which part of consumer protection guarantees this right? (Is it the one quoted above or something else)

If AO refuse to pay what options do I have?

Many thanks 

Manxman_in_exile

If the fridge they supplied is faulty (and more importantly they have accepted it's faulty) then they have to refund all the money you paid under the contract.  That includes any delivery costs and installation fees you paid under the contract.  (After all, if AO delivered and installed a faulty product to you, why should you pay for that delivery and installation if it doesn't work?  Under your contrcat it was their responsibility to deliver and install something that worked).

I note that AO haven't yet told you that they won't refund the full amount.  If they do refuse, come back here or quote to them that bit of legislation you have already mentioned yourself  -  s20(10) here  Consumer Rights Act 2015 (legislation.gov.uk)

whitedragon101

Manxman_in_exile said:

If the fridge they supplied is faulty (and more importantly they have accepted it's faulty) then they have to refund all the money you paid under the contract.  That includes any delivery costs and installation fees you paid under the contract.  (After all, if AO delivered and installed a faulty product to you, why should you pay for that delivery and installation if it doesn't work?  Under your contrcat it was their responsibility to deliver and install something that worked).

I note that AO haven't yet told you that they won't refund the full amount.  If they do refuse, come back here or quote to them that bit of legislation you have already mentioned yourself  …….

Thanks. 

It was an instant win.  I explained what the other customer service rep said about not refunding delivery or installation.  Then quoted the CRA2015 that they needed to refund it all.  The guy instantly apologised for the mistake and said he would feed that back so the person who told me would be informed of the regulations for fault required a full refund.