Late return

smartshopper80

It's my negligence really.

I might mix it up and thought this brand offered festive return till Jan 31, and it turned out I needed to request a return within 14 days the order was delivered, and post it back within another 14 days.

Well, this brand uses online return portal, and it prevents me from generating a return request/free label as 14 days has passed(but only 3-4 days late). And technically, it's 14+14 days, which means their return period hasn't really passed. 

One of the items is faulty, and I struggles to contact the CS, and also, no return address is listed on the website.

Any advice? Thank you. 

elsien

What is the company? It’s okay to name it on here.

Alderbank

The 14 day stuff is only for a change-of-mind (short term right to reject) return.

Your statutory right to return because the product is faulty doesn't have any time limits.

smartshopper80

elsien said:

What is the company? It’s okay to name it on here.

United Colors of Benetton.

I just double checked. I did not really postpone it or anything. It only passed a couple of days  as my mate signed for the parcel on Jan 2.

Well I saw the reviews on Trust Pilot, and it's shockingly bad(88% one star), so I'm nervous now. 

Thanks.

smartshopper80

Alderbank said:

The 14 day stuff is only for a change-of-mind (short term right to reject) return.

Your statutory right to return because the product is faulty doesn't have any time limits.

Thank you. 

ArbitraryRandom

smartshopper80 said:

Alderbank said:

The 14 day stuff is only for a change-of-mind (short term right to reject) return.

Your statutory right to return because the product is faulty doesn't have any time limits.

Thank you. 

Hold up... maybe not.

I could be mistaken but I don't think they're a UK company - at which point you don't have UK consumer rights, you have whatever rights Italian people have. 

 Edit: yes - this is the relevant section of their terms of sale (and it looks good for you if it's faulty as it seems to give 2 months... though it does also reference 6 months and 2 years, so who knows!?)


https://gb.benetton.com/terms/terms.html

I can't find an obviously appropriate email address so would recommend using the 'other' field in the contact form (making clear in the comment it's regarding a faulty item) and taking screenshots to prove you sent it/when? 

smartshopper80

ArbitraryRandom said:

smartshopper80 said:

Alderbank said:

The 14 day stuff is only for a change-of-mind (short term right to reject) return.

Your statutory right to return because the product is faulty doesn't have any time limits.

Thank you. 

Hold up... maybe not.

I could be mistaken but I don't think they're a UK company - at which point you don't have UK consumer rights, you have whatever rights Italian people have. 

 Edit: yes - this is the relevant section of their terms of sale (and it looks good for you if it's faulty as it seems to give 2 months... though it does also reference 6 months and 2 years, so who knows!?)


https://gb.benetton.com/terms/terms.html

I can't find an obviously appropriate email address so would recommend using the 'other' field in the contact form (making clear in the comment it's regarding a faulty item) and taking screenshots to prove you sent it/when? 

 Thanks for the response.
   
I think it should be fine. I only passed the time frame for creating the request for just 2-3 days, and not to mention I tried last weekend and that portal seemingly didn't work.
Like it's said in the T&C, within 30 days to report the defect, and which means the deadline is actually February 1, but if they grand it these 2 days, the parcel can still reach them within 28 days.
I will see. If they fail to response, then I will just open a case with PayPal first.


    

ArbitraryRandom

smartshopper80 said:

ArbitraryRandom said:

smartshopper80 said:

Alderbank said:

The 14 day stuff is only for a change-of-mind (short term right to reject) return.

Your statutory right to return because the product is faulty doesn't have any time limits.

Thank you. 

Hold up... maybe not.

I could be mistaken but I don't think they're a UK company - at which point you don't have UK consumer rights, you have whatever rights Italian people have. 

 Edit: yes - this is the relevant section of their terms of sale (and it looks good for you if it's faulty as it seems to give 2 months... though it does also reference 6 months and 2 years, so who knows!?)


https://gb.benetton.com/terms/terms.html

I can't find an obviously appropriate email address so would recommend using the 'other' field in the contact form (making clear in the comment it's regarding a faulty item) and taking screenshots to prove you sent it/when? 

 Thanks for the response.
   
I think it should be fine. I only passed the time frame for creating the request for just 2-3 days, and not to mention I tried last weekend and that portal seemingly didn't work.
Like it's said in the T&C, within 30 days to report the defect, and which means the deadline is actually February 1, but if they grand it these 2 days, the parcel can still reach them within 28 days.
I will see. If they fail to response, then I will just open a case with PayPal first.


    

If you paid via PayPal, then you could be better off if you follow the PayPal dispute process... not the seller's. 

i.e. go into your account resolution centre and report a problem - then pay attention to the timescales as I think you have to give the company time to reply, but you have to escalate it to a claim within 20 days - after that, PayPal will approve the return/refund on your behalf and there's no need to faff with the seller's problematic customer service etc.  

TELLIT01

People keep referring to faulty goods, the OP didn't say anything about the item being faulty.

eskbanker

TELLIT01 said:

People keep referring to faulty goods, the OP didn't say anything about the item being faulty.

Except where they did:

smartshopper80 said:

One of the items is faulty, and I struggles to contact the CS, and also, no return address is listed on the website.

ArbitraryRandom

TELLIT01 said:

People keep referring to faulty goods, the OP didn't say anything about the item being faulty.

From the OP: "One of the items is faulty..."