Refund from online order - received chipped tiles

born_again

I would ask your CC and see what they say. 
If there is on unit price (per tile) then you maybe in with a chance.

But your issue after that is the retailer is offering a solution, but you have to pay delivery. 

cbj442

born_again said:

I would ask your CC and see what they say. 
If there is on unit price (per tile) then you maybe in with a chance.

But your issue after that is the retailer is offering a solution, but you have to pay delivery. 

Well If I had a full refund including the delivery costs, then I could make the purchase again therefore it wouldn't be so much of an issue.

The delivery part is where it stings, if this goes unresolved.

HillStreetBlues

cbj442 said:

born_again said:

I would ask your CC and see what they say. 
If there is on unit price (per tile) then you maybe in with a chance.

But your issue after that is the retailer is offering a solution, but you have to pay delivery. 

Well If I had a full refund including the delivery costs, then I could make the purchase again therefore it wouldn't be so much of an issue.

The delivery part is where it stings, if this goes unresolved.

Have  you gone back to the retailer saying that a refund of 5 tiles doesn't address the problem as I will be left with 7 tiles that are now no good to me.
The are two ways to address this, either replace the 5 damaged tiles,  or uplift all 12 tiles and I have a full refund of tiles & postage costs.  I will not bear the cost of any uplift.

the_lunatic_is_in_my_head

born_again said:

I would ask your CC and see what they say. 
If there is on unit price (per tile) then you maybe in with a chance.

But your issue after that is the retailer is offering a solution, but you have to pay delivery. 

@born_again

Quick question, the trader is offering a solution but not one that complies with their obligations, should the OP have section 75 cover I assume they can accept the trader's offer and then seek to recover the delivery charges from the cc company (rather than the trader) should they wish? 

born_again

Interesting one.

I take it, you mean as the goods are faulty & should be a free return & replace as per consumer regulations.

Could be one of the rare cases when CC will contact retailer to put some pressure on them. Other than that it might depend on the good will of the CC simply writing the cost off.

cbj442

HillStreetBlues said:

cbj442 said:

born_again said:

I would ask your CC and see what they say. 
If there is on unit price (per tile) then you maybe in with a chance.

But your issue after that is the retailer is offering a solution, but you have to pay delivery. 

Well If I had a full refund including the delivery costs, then I could make the purchase again therefore it wouldn't be so much of an issue.

The delivery part is where it stings, if this goes unresolved.

Have  you gone back to the retailer saying that a refund of 5 tiles doesn't address the problem as I will be left with 7 tiles that are now no good to me.
The are two ways to address this, either replace the 5 damaged tiles,  or uplift all 12 tiles and I have a full refund of tiles & postage costs.  I will not bear the cost of any uplift.

I'll go back with this and ask the retailer to refund everything, however originally when I asked they said they would refund the tiles only and not the postage. 

With this info, on my response which consumer rights / law should I be quoting?

Thanks

HillStreetBlues

I think ask is all you can do,  but always worth asking again.
I tried to find ruling that favour you but couldn't (don't mean there aren't any hopefully someone else might have one)

If the retailer still refuses to refund the postage cost,  then you might have to swallow the postal costs.  Either on what you paid, or the cost of returning them, or cost for the new tiles.

I think it's unfair you should suffer the extra postal cost,

cbj442

Thanks HSB appreciate your time searching about for this.

So is it the case with any product purchased online that if this is received faulty the retailer doesn't have to return the postage costs?

Thanks

HillStreetBlues

cbj442 said:

Thanks HSB appreciate your time searching about for this.

So is it the case with any product purchased online that if this is received faulty the retailer doesn't have to return the postage costs?

Thanks

If everything is faulty then retailer should refund all monies paid including any return costs if there are any.
What the retailer has done in your case is refund the damaged title without the need to return, so there is no postage cost for return.
So  if you keep the seven then retailer can charge the postage as something has been delivered (the seven undamaged tiles).

If you decided to send the seven good tiles back, then the retailer would need to refund you the cost of the tiles and cost of them being sent to you. But as I understand it, you would have to pay the cost of returning the seven tiles.