Consumer Act advice on trainers

ABC1591

Hello,

I have purchased trainers from New Balance and there was damage to the lettering on the tongue which peels off. I contacted them 28 days later to notify them and request a full refund. They've offered a 50% refund and stated it is because it took a month for me to notify them. The trainers haven not been worn and I sent photographs to prove this. The say it is their final offer but I am at a loss as why I can't get a full refund as I want to send them back for a full refund. 

Any advice would be appreciated as I am stuck with a pair of trainers that don't fit and are defective. 

the_lunatic_is_in_my_head

Assuming it's

https://www.newbalance.co.uk/

their terms are actually pretty good, simply point them towards:

https://www.newbalance.co.uk/terms.html

13. IF THERE IS A PROBLEM WITH THE PRODUCTS

(b) up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases; or

and ask if they can replace and if not why they aren't offering a full refund.  

ForumUser7

ABC1591 said:

Hello,

I have purchased trainers from New Balance and there was damage to the lettering on the tongue which peels off. I contacted them 28 days later to notify them and request a full refund. They've offered a 50% refund and stated it is because it took a month for me to notify them. The trainers haven not been worn and I sent photographs to prove this. The say it is their final offer but I am at a loss as why I can't get a full refund as I want to send them back for a full refund. 

Any advice would be appreciated as I am stuck with a pair of trainers that don't fit and are defective. 

You have up to 30 days to claim a full refund for goods that are not of satisfactory quality.

Quote Consumer Law to them and use the complain about goods template - https://www.moneysavingexpert.com/reclaim/how-to-complain/#templates. You’ll have to make it clear you notified them at 28 days though, so the template will need some rewording.

In the future though, it is much better to notify them sooner and as soon as you spot the fault. Sometimes retailers will say you went past their internal policy for reporting a fault and will be difficult. Eventually though, most will respect consumer law once this is quoted in writing.

The above is with regards to the damaged lettering.

Edit, the poster above has kindly provided their terms which do seem decent. The one thing to note though is that if you get a replacement, it’ll likely be in the same size you ordered unless you can get them do to some kind of goodwill gesture.

Alderbank

I don't really understand your post.

New Balance have a return policy which is more generous than your statutory rights.

Their refund policy is:

 If you aren't completely happy with your purchase, simply return it within 30 days from purchase.
You have 30 days after you have received the order to return your order completely FREE.

You said:  'I contacted them 28 days later to notify them and request a full refund.'

Did they send you the prepaid UPS label as per their policy? 

https://www.newbalance.co.uk/on/demandware.store/Sites-NBUK-Site/en_GB/OrderReturn-Landing

the_lunatic_is_in_my_head

Alderbank said:

I don't really understand your post.

New Balance have a return policy which is more generous than your statutory rights.

Their refund policy is:

 If you aren't completely happy with your purchase, simply return it within 30 days from purchase.
You have 30 days after you have received the order to return your order completely FREE.

You said:  'I contacted them 28 days later to notify them and request a full refund.'

Did they send you the prepaid UPS label as per their policy? 

https://www.newbalance.co.uk/on/demandware.store/Sites-NBUK-Site/en_GB/OrderReturn-Landing

I would imagine using such a policy on defective goods is likely to lead to complications  

Best to have them acknowledge the non-conformity and agree to providing a remedy.

Re-reading, as it appears to have been 28 days OP can exercise the short term right to reject if they are agreeing the goods do not conform.

Okell

I suspect the OP hasn't made it clear to NB what they are doing.  Are they complaining about the faulty lettering on the tougue, or are they complaining that they don't fit, or are they trying to cancel the contract?

The NB T&Cs linked to earlier seem to comply fully with both the CRA and the CCRs, so unless either the OP hasn't explained the issue properly or they've been unlucky enough to deal with a NB employee who doesn't understand their own T&Cs I'm not sure why NB don't just pay a full refund