What are my rights?

CountingPenniesClaire

Hi

im wondering if someone can advise what is the best course of action to either get a refund based on the circumstances below:

I ordered a sub old wine fridge through Amazon in April 2022. It arrived and soon after developed a fault and stopped working. After discussions I agreed to be sent a part and instructions to fit and return the faulty part. I did so and the fridge worked again. 

The same problem occurred in March this year and I contacted them and was advised that they would send the part out for me to fix. I said “This is the second time the unit appears to have had the same issue within a year and I am concerned it is faulty and this will likely happen again. Aware that the 1 year warranty expires shortly I would like to have a refund and have the unit collected.”

The seller responded as follows: “I am sorry to advise, a refund is not eligible. At point of purchase, the terms and conditions are agreed when making a purchase that if the goods become faulty after the first 30 days return period this falls under warranty for repair or replacement if unit is deemed irreparable. I will need to arrange a collection for the return and repair under warranty in our workshop. Collections are possible Monday-Friday, and will take place between 9am and 5pm. Please note that we are unable to book specific time slots. Please ensure the item is fully packaged, boxed and protected for return shipping. Where possible, please include a note of your Order ID & Full Name inside the box in the event the label becomes obscured, we will still be able to identify the parcel on return to our warehouse. Note - we are unable to provide packaging for returns. The item doesn't have to be returned in the original packaging, as long as it's secure and robust enough to avoid any damage that could potentially be caused in transit.”

I didn’t really want the hassle of the return and don’t have faith that the item would be sufficiently repaired or that a replacement would not be plagued with problems, so I agreed to be sent a part and instructions to fit and return the faulty part. 

Today a loud crack sounded and the fridge stopped working, so I’m a bit fed up! I don’t want a fix or replacement and would prefer a refund. It is not possible to request the refund through Amazon.

I am wondering what my rights/options are? If anyone who knows about these things can advise I’d be very grateful. 

Thanks for reading 

Claire 

Alderbank

CountingPenniesClaire said:

Hi

im wondering if someone can advise what is the best course of action to either get a refund based on the circumstances below:

I ordered a sub old wine fridge through Amazon in April 2022. It arrived and soon after developed a fault and stopped working. After discussions I agreed to be sent a part and instructions to fit and return the faulty part. I did so and the fridge worked again. 

The same problem occurred in March this year and I contacted them and was advised that they would send the part out for me to fix. I said “This is the second time the unit appears to have had the same issue within a year and I am concerned it is faulty and this will likely happen again. Aware that the 1 year warranty expires shortly I would like to have a refund and have the unit collected.”

The seller responded as follows: “I am sorry to advise, a refund is not eligible. At point of purchase, the terms and conditions are agreed when making a purchase that if the goods become faulty after the first 30 days return period this falls under warranty for repair or replacement if unit is deemed irreparable. I will need to arrange a collection for the return and repair under warranty in our workshop. Collections are possible Monday-Friday, and will take place between 9am and 5pm. Please note that we are unable to book specific time slots. Please ensure the item is fully packaged, boxed and protected for return shipping. Where possible, please include a note of your Order ID & Full Name inside the box in the event the label becomes obscured, we will still be able to identify the parcel on return to our warehouse. Note - we are unable to provide packaging for returns. The item doesn't have to be returned in the original packaging, as long as it's secure and robust enough to avoid any damage that could potentially be caused in transit.”

I didn’t really want the hassle of the return and don’t have faith that the item would be sufficiently repaired or that a replacement would not be plagued with problems, so I agreed to be sent a part and instructions to fit and return the faulty part. 

Today a loud crack sounded and the fridge stopped working, so I’m a bit fed up! I don’t want a fix or replacement and would prefer a refund. It is not possible to request the refund through Amazon.

I am wondering what my rights/options are? If anyone who knows about these things can advise I’d be very grateful. 

Thanks for reading 

Claire 

What is a sub old wine fridge?

Do you mean a used Sub-Zero wine cooler or is it something else entirely?

CountingPenniesClaire

Alderbank said:

CountingPenniesClaire said:

Hi

im wondering if someone can advise what is the best course of action to either get a refund based on the circumstances below:

I ordered a sub old wine fridge through Amazon in April 2022. It arrived and soon after developed a fault and stopped working. After discussions I agreed to be sent a part and instructions to fit and return the faulty part. I did so and the fridge worked again. 

The same problem occurred in March this year and I contacted them and was advised that they would send the part out for me to fix. I said “This is the second time the unit appears to have had the same issue within a year and I am concerned it is faulty and this will likely happen again. Aware that the 1 year warranty expires shortly I would like to have a refund and have the unit collected.”

The seller responded as follows: “I am sorry to advise, a refund is not eligible. At point of purchase, the terms and conditions are agreed when making a purchase that if the goods become faulty after the first 30 days return period this falls under warranty for repair or replacement if unit is deemed irreparable. I will need to arrange a collection for the return and repair under warranty in our workshop. Collections are possible Monday-Friday, and will take place between 9am and 5pm. Please note that we are unable to book specific time slots. Please ensure the item is fully packaged, boxed and protected for return shipping. Where possible, please include a note of your Order ID & Full Name inside the box in the event the label becomes obscured, we will still be able to identify the parcel on return to our warehouse. Note - we are unable to provide packaging for returns. The item doesn't have to be returned in the original packaging, as long as it's secure and robust enough to avoid any damage that could potentially be caused in transit.”

I didn’t really want the hassle of the return and don’t have faith that the item would be sufficiently repaired or that a replacement would not be plagued with problems, so I agreed to be sent a part and instructions to fit and return the faulty part. 

Today a loud crack sounded and the fridge stopped working, so I’m a bit fed up! I don’t want a fix or replacement and would prefer a refund. It is not possible to request the refund through Amazon.

I am wondering what my rights/options are? If anyone who knows about these things can advise I’d be very grateful. 

Thanks for reading 

Claire 

What is a sub old wine fridge?

Do you mean a used Sub-Zero wine cooler or is it something else entirely?

Sorry - predictive text! Subcold is the brand. 

DullGreyGuy

CountingPenniesClaire said:

I am wondering what my rights/options are? If anyone who knows about these things can advise I’d be very grateful.  

Assuming the company is in the UK then you have the option to exercise your "final right to reject" under section 24 of the Consumer Rights Act 2015 as they have failed to make a lasting fix to the item

https://www.legislation.gov.uk/ukpga/2015/15/section/24

As noted in clause 8 though, the merchant can discount your refund to reflect the use you have already had from the item