Returning an opened but unused Laptop to Argos that I bought online 9 January at 2:42PM in Consumer rights 32 replies 1.9K views

oestcote

Hello all, 

I purchased a laptop online on Argos 7 days ago and picked up in-store. When I got home I opened up the box to inspect the laptop and was unsatisfied with the quality (felt cheap, colour was different than I was expecting, etc.)

As per Consumer Contract Regulations of 2013 I was under the impression that I could exercise my right to return the product I purchased online for a refund or exchange within 14 days as the product was unused. While unused I did, however, open the packaging to inspect the product as would be reasonably expected to ascertain the quality and characteristics of the product I purchased. I did not damage or use the product.

I went to the store I did the pick-up from, stating the above, but the manager refused to accept the return. He stated that because the seal on the packaging had been broken he would not accept it. The Consumer Contract Regulations and Argos Return policy specifics that only audio, video recording and software cannot be returned if the seal is broken. I can't see anywhere where it specifies laptops. 

I explained this to the manager and also reiterated that the product is unused, re-sellable and re-packagable. I will send an email to Argos customer care but I first wanted to get your insights here.

Am I in the right here or is this something I need to take on the chin?

Thanks 

DullGreyGuy

oestcote said:

I purchased a laptop online on Argos 7 days ago and picked up in-store. When I got home I opened up the box to inspect the laptop and was unsatisfied with the quality (felt cheap, colour was different than I was expecting, etc.)

Did you pay for it online when you ordered or in store when you went to collect?

HillStreetBlues

oestcote said:

Hello all, 

I purchased a laptop online on Argos 7 days ago and picked up in-store. When I got home I opened up the box to inspect the laptop and was unsatisfied with the quality (felt cheap, colour was different than I was expecting, etc.)

As per Consumer Contract Regulations of 2013 I was under the impression that I could exercise my right to return the product I purchased online for a refund or exchange within 14 days as the product was unused. While unused I did, however, open the packaging to inspect the product as would be reasonably expected to ascertain the quality and characteristics of the product I purchased. I did not damage or use the product.

I went to the store I did the pick-up from, stating the above, but the manager refused to accept the return. He stated that because the seal on the packaging had been broken he would not accept it. The Consumer Contract Regulations and Argos Return policy specifics that only audio, video recording and software cannot be returned if the seal is broken. I can't see anywhere where it specifies laptops. 

I explained this to the manager and also reiterated that the product is unused, re-sellable and re-packagable. I will send an email to Argos customer care but I first wanted to get your insights here.

Am I in the right here or is this something I need to take on the chin?

Thanks 

You have the right to inspect the item,  you can not do this without opening the box.
As you bought on-line and want to return within 7 days I can't see any reason Argos can reject the return,

Broken seal are in relation to CD  or software type (as they could be copied).

oestcote

DullGreyGuy said:

oestcote said:

I purchased a laptop online on Argos 7 days ago and picked up in-store. When I got home I opened up the box to inspect the laptop and was unsatisfied with the quality (felt cheap, colour was different than I was expecting, etc.)

Did you pay for it online when you ordered or in store when you went to collect?

Paid for it online. Did not pay for it when I collected it. 

HillStreetBlues

DullGreyGuy said:

Did you pay for it online when you ordered or in store when you went to collect?

You can no longer reserve an item on-line and pay in store.

DullGreyGuy

HillStreetBlues said:

DullGreyGuy said:

Did you pay for it online when you ordered or in store when you went to collect?

You can no longer reserve an item on-line and pay in store.

Cannot remember the last time I bought anything from Argos (ignoring the transactions some made after stealing the Mrs' card). 

If you reserve online and pay in store it doesnt count as an off premises sale and so would remove it from the scope of the CCR

HillStreetBlues

DullGreyGuy said:

If you reserve online and pay in store it doesnt count as an off premises sale and so would remove it from the scope of the CCR

Totally agree as you bought it in store.

Argos disabled the reserve on-line feature during COVID and haven't restored it.
In store they can reserve it to another store, but of course that would mean you still buy instore.

Aylesbury_Duck

It seems that they're considering this an in-person sale, because you had the opportunity to inspect the laptop before taking it home.  If that's correct, then it's down to their returns policy.  If that says that packaging must be unopened if you want to return it, then you wouldn't be entitled to return it.

DullGreyGuy

Aylesbury_Duck said:

It seems that they're considering this an in-person sale, because you had the opportunity to inspect the laptop before taking it home.  If that's correct, 

Its not, the commitment to the contract happened off premises and as such the OP is free to perform their inspection at their leisure within the time limits allowed by the CCR and at a location of their choosing. 

HillStreetBlues

Aylesbury_Duck said:

It seems that they're considering this an in-person sale, because you had the opportunity to inspect the laptop before taking it home. 

I can't see how that would matter.
OP bought on-line so has 14 days to inspect the item, where the OP inspects it is the OP's choice,

Olinda99

Since you paid online you have 14 days to return it for any reason