CarSupermarket Return within 'No Quibble 15 days'

ANW194

Hi all, need some information please.

As the title suggests, I bought a car and returned it within the CarSupermarket 15 day 'no quibble' 15 days warranty.  They accepted the car back without issue, but I haven't received any notifications on a refund and they're refusing to return my trade-in car.

Their T&C's say: 'If your agreed order included a part-exchange, we cannot guarantee that we will be able to return this.'

Well this makes sense, since they may have prepped and sold the car in those 15 days.  However, I've seen my car at the dealership, it's still there, not prepped.  In this scenario, surely I can demand the return of my car?

It's making life awkward without a car and since I don't have the funds returned, I can't go and buy another one.

TELLIT01

Although your old car is still physically at the dealership that doesn't mean it hasn't been sold.  It could be waiting for service and/or valeting before the new owner takes delivery.  Have you asked them directly why they can't return your car to you?

ANW194

TELLIT01 said:

Although your old car is still physically at the dealership that doesn't mean it hasn't been sold.  It could be waiting for service and/or valeting before the new owner takes delivery.  Have you asked them directly why they can't return your car to you?

Yup, they've just said "We don't normally do that, it causes issues".  If they'd prepped the car etc.  They hadn't, it's sat in the back lot.  That was when I spoke to the dealer on the day of returning my car (several days back now), since then it's still there, so isn't sold or prepped for sale.

bluelad1927

It may be their policy not to return a car as they could potentially be accused of damaging or faults arising while  in their possession

ANW194

bluelad1927 said:

It may be their policy not to return a car as they could potentially be accused of damaging or faults arising while  in their possession

That's fine, but then in that case they shouldn't be ambiguous on the terms and conditions and indicate they may return it if asked and if it's still available.

Debbie9009

I wouldn’t say the terms are ambiguous, they clearly state they cannot guarantee to return a trade in.  They may have already sent the V5 for change of ownership, which might be why they won’t return it.

bluelad1927

ANW194 said:

bluelad1927 said:

It may be their policy not to return a car as they could potentially be accused of damaging or faults arising while  in their possession

That's fine, but then in that case they shouldn't be ambiguous on the terms and conditions and indicate they may return it if asked and if it's still available.

There's nothing ambiguous about it. If the T & Cs say they can't guarantee it means just that.  You asked, they said no so therefore not breaking the guarantee that they didn't give in the first place.

Their policy may be to return any part ex in the first 24hrs or where they feel they can accomodate

Olinda99

don't want to be pedantic but when you say 'my car' it in fact no.longer legally belongs to.you it is the property of Carsupermarket.

ANW194

Lol, surprised at all the 'accept you lot' comments this received.  Anyway, they accepted that they could actually return the trade-in and I now have it back.  You see 'may not be able to return' means 'MAY NOT' and doesn't mean 'WILL NOT'.  If you pursue it you can get your vehicle back.

This is a credit to CarSupermarket, as I am aware this is definitely not something available from most other dealerships.

eskbanker

ANW194 said:

You see 'may not be able to return' means 'MAY NOT' and doesn't mean 'WILL NOT'.  If you pursue it you can get your vehicle back.

The wording 'may not' wasn't actually used in the originally quoted Ts & Cs:

ANW194 said:

Their T&C's say: 'If your agreed order included a part-exchange, we cannot guarantee that we will be able to return this.'

but the fact remains that just because you got a result doesn't mean that others would be able to.