Cefaly from BHR Biosynex

steviebuk

My partner had the old model of her Cefaly for ages and has loved it. Said it really helps with her migraines. Unfortunately the battery has started to die to she saw the new model out, found and discount and bought it. The only people that sell it are BHR Biosynex. The new model is much large and annoyingly they have gotten rid of the charging port on the device and you now have to stick it on their dock so contact charging. 

It was only lasting two sessions before needing recharging and giving no indication battery is low as claims it should. So returned it as faulty. Never got a refund on the £8 return cost. They sent a replacement but it has all same faults.

Where do we stand with this? Another return and another charge for return postage that they again won't refund? We've got to the point we think the new model is also not as good as the old so thinking of telling them we just want a full refund. Is this a legal right? 

screech_78

You’ll need to provide further information before anyone can help. The original date of purchase being the most important. 

Alderbank

Assuming this is an online purchase your wife had the legal right during the 14 days since she received it to tell them she didn't think much of it and just wanted a refund, but that time has now passed.

Is it less than 60 days since she received it?

Cefaly say

60 Day Cooling-Off Period
The device comes with a 60 day cooling period. If you did not see the benefit of using the device within this time, you can return the item to us.
Only products returned in their entirety and in their original packaging can be accepted for return. Items missing will not be refunded.
Upon the return of the item, a refund of £320 will be issued to your payment method. BHR retains £58 to dispose of the product safely. This option applies only to online sales to consumers.

The above would apply between 14 days and 60 days.

Alternatively if they accept your claim that it is faulty then since they have had one go at replacing it and you say the replacement is equally faulty then yes, your wife has the right to a refund including postage.

However it's not very clear to me that it is actually faulty. I think the replacement was a goodwill gesture.

See what they say.

steviebuk

It was purchased recently and yes its online as its the only option they have. The device was faulty as had a faulty battery, which they acknowledged after testing. The new one has arrived and the same symptoms of not holding a charge and the lower power light not displaying, just like the original.

Thanks for the replies. We'll look at sending the replacement back as also faulty and see what they do.

Its quite annoying as their older model was good and smaller, even had its own charging port. The new one uses coil or somewhat wireless charging which isn't great and bad for batteries. Also means when their dock fails, you have no option to other than buy a new dock off them or buy a new model if they discontinue the dock.