I did not know it came from China, return post expensive, possible scam

simon1138

Hello, 
I bought a permanent hair removal device from an online seller, not ebay but a website selling the particular product. The device is faulty, I have a warranty and contacted the seller. They told me I can have a 50% refund and keep the device or return it at my own cost and get a refund of the device. The return is to China, mentioning things like shipping and insurance cost, paying any extras to get into China. Now it sounds like a difficult, time consuming and costly thing to return it. I can not help but think this is how they get out of the issues with faulty items. I had no idea it came from China, that was not mentioned on the site. Can I do anything about this? I paid with my nationwide account.

cymruchris

In your position - I'd take the 50% refund. Knowing the number of packages that get shipped - to ensure yours gets to its destination, and is acknowledged as being received, is going to take time and money. You might end up chasing them for months on end, and still get nowhere. Sadly there are many websites offering products at great prices but shipped from China - you have to look very carefully at who you're buying off before making a purchase.

Alderbank

Where is the seller? Are they a UK company?

What is the fault? Is it just an annoyance of is the device useless and beyond repair?

What did it cost and how did you pay?

simon1138

Alderbank said:

Where is the seller? Are they a UK company? 

What is the fault? Is it just an annoyance of is the device useless and beyond repair?

What did it cost and how did you pay?

I thought it was  a UK based company. They mention only shipping to UK locations. I assumed they are based in the UK.   The item doesnt seem to work when I press the button, it doesnt seem to do what it is supposed to do. 
It cost £149 and I paid with a card. 

This is on their website, as though it was a template and they did not fill it out completely. 

SECTION 20 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at support@deluxeskin.co.
Our contact information is posted below:
[INSERT TRADING NAME]
support@deluxeskin.co
[INSERT BUSINESS ADDRESS]
[INSERT BUSINESS PHONE NUMBER]
[INSERT BUSINESS REGISTRATION NUMBER]
[INSERT VAT NUMBER]

This was on their warranty information
To initiate a warranty claim, kindly reach out to our customer service department at [insert contact information]. Our dedicated team will assist you throughout the warranty process and provide detailed instructions on how to proceed.

Like they dont want me to contact them.

Brie

simon1138 said:

Like they dont want me to contact them.

Nope - they definitely don't!  

Lots of stuff on their website isn't functional and as you say info is missing.  

404 Not Found - Deluxe Skin UK

I'd suggest you go for the 50% refund and call it a hard learned lesson.  

cymruchris

Now I've seen the website - I'd definitely be going for the 50 percent refund and hope that you'll get it. Probably after exchange fees and who knows what else it might drop a bit below 50 percent. Lots of signs on the site to say 'Don't touch with a bargepole' - but appreciate not everyone sees them - and that's how they succeed. Always look at the contact details when buying from an unfamilar website - look for a UK phone number - UK address (and even check it on googlemaps if you're still suspicious) - check that their reviews are actually what they say they are. Sadly you've fallen for their sales patter this time - hopefully you'll be a bit more aware next time.

GrumpyDil

Did you pay by credit or debit card? If by credit I'd speak to your credit card company about a S75 credit card claim. 

Alderbank

GrumpyDil said:

Did you pay by credit or debit card? If by credit I'd speak to your credit card company about a S75 credit card claim. 

The OP placed an order and received goods in return. They still possess them, nothing has been returned.

The card issuer will say, 'Where's the breach of contract in that?'

TELLIT01

If the item is faulty the OP is entitled to a full refund and should be required to pay the return postage.  HOWEVER, the reality is that it's virtually impossible to enforce the rules if the vendor is outside the UK.  I would take the 50%.

crumpet_man

There is nothing on that website which shows the vendor is not in the UK and all the shipping details would make it appear that the company is UK based as they ship only to the UK.

There is no return address provided on the website.

I would try an S75 or chargeback claim as the vendor has supplied a faulty product and not provided a reasonable method to return the goods.

sheramber

They probably have a distribution warehouse that orders are shipped from . It will not be able to receive returned orders as these places are set for sending out orders only.