CEX Won't Issue a Refund

redped

I love these threads where everyone but the OP is wrong, and the OP then responds with the usual "you're all fans/employees of the company" retort.

dickz

MattMattMattUK said:

dickz said:

Okell said:

dickz said:

Okell said:

dickz said:

... it seems that there are many CEX fans out there who think that their store practices are more than reasonable so good to know!!! ...

There's no CEX fans out here - just people who know what consumer rights are.

Nobody has said that their store practices are more than reasonable - all people have said is that CEX have offered you a better deal than the law obliges them to.

For future reference you have no legal right to return goods bought face to face in a physical store unless they turn out to be "faulty" in some way.  You can't just return them because, for example, you decide you don't like them or - as in this case - they turn out to be no longer necessary.

When buying instore as opposed to online etc, always check the trader's returns policy before buying.

Not sure what you are reading in this post, but CEX are not offering me any enhanced deal than the law obliges them to!!! ...

You really don't get it, do you?     

Because you bought the TV instore (and not at a distance) you are not legally entitled to anything at all from CEX.

The fact that they've offered to "buy it back" from you at all - even at a significantly lower price than you paid and even by issuing you a credit voucher - is them making you a better offer than you are legally entitled to.

Do you understand now or do you need another half dozen people to explain it to you?

Sorry buddy, but you really are missing the point here!!! Forget "buy it back", as previously stated I can walk into any CEX store and sell this Apple TV 4K at the prices that they advertise to purchase at, and this is not linked to my original purchase at all!!! So they are not making me a better offer as this is standard CEX practice and unrelated to my purchase transaction!!!

My whole point from the start of this post was to ask the question are CEX trading rules in contravention of the consumer credit act, and it appears not so let's move on!!!

The absolutely would not be in contravention of the Consumer Credit Act 1974, that relates to finance, it could relate to the Consume Rights Act 2015 but that is also not applicable here as under the CRA there is no right of return for a change of mind when the purchase was made in store. 

CEX are basically the equivalent of something like Cash Converters (no longer around), or one of those random second hand goods stores that operate in towns, they do not sell new items and people often "recycle" items through it. The reason that they probably have a two day policy is any longer and people could buy a video game (the majority of their business), play it and return it for no cost, which for some games they could still do in two days. 

For somewhere selling second hand goods in the way they do I would say that their closet competitor is eBay, which does not offer any kind of returns for change of mind. 

Meant to say "consumer rights" and not "consumer credit act" and it's now clearly apparent that CEX are working within the rules established.

Kim_13

dickz said:

Thanks for all the responses, so am I right in thinking that CEX offering a 2 day returns window is not in any way contravening consumer rights? I am not aware of any other high street company that offers such poor returns and I'm probably not the first person to have an issue like this with CEX!!!

Correct. Consumer rights (which are your statutory rights) only require there to be a right of return where the item was purchased at a distance or where it is faulty. As this is neither, you only have any contractual rights (i.e. the terms and conditions of the retailer.) As CeX say two days, you are out of luck. 

The credit note referred to is part of their 2 day period - they don't refund in cash for a change of mind - but as you were out of time, not having received the gift until 3 days later, they would not have mentioned this.

Their in store returns policy is clearly a lot less generous than many other high street retailers, and for this reason I would only buy online from them (you would be entitled to a return if you had used their click and collect service and they don't charge a delivery fee for this.) 

sheramber

How many High Street traders are selling secong hand goods, apart from charity shops who don't exchange for change of mind.

dickz

Kim_13 said:

dickz said:

Thanks for all the responses, so am I right in thinking that CEX offering a 2 day returns window is not in any way contravening consumer rights? I am not aware of any other high street company that offers such poor returns and I'm probably not the first person to have an issue like this with CEX!!!

Correct. Consumer rights (which are your statutory rights) only require there to be a right of return where the item was purchased at a distance or where it is faulty. As this is neither, you only have any contractual rights (i.e. the terms and conditions of the retailer.) As CeX say two days, you are out of luck. 

The credit note referred to is part of their 2 day period - they don't refund in cash for a change of mind - but as you were out of time, not having received the gift until 3 days later, they would not have mentioned this.

Their in store returns policy is clearly a lot less generous than many other high street retailers, and for this reason I would only buy online from them (you would be entitled to a return if you had used their click and collect service and they don't charge a delivery fee for this.) 

Thanks Kim, Hindsight is a wonderful thing and as you stated above it would have been a completely different situation if I had bought and paid for this item online and the arranged a pick up from store, which seem crazy as the store is within walking distance from my home. Anyway for anyone interested in the CEX purchasing online policy it gives you 14 days for returns even if the product is not faulty and if you advise CEX that it is not possible to return within 14 days they can extend this period for a further 14 days!!!  Also the product can be returned back to the local store, did try to paste link to CEX product returns page, but as a newbie unable to add this.

prowla

MattMattMattUK said:

dickz said:

Okell said:

dickz said:

Okell said:

dickz said:

... it seems that there are many CEX fans out there who think that their store practices are more than reasonable so good to know!!! ...

There's no CEX fans out here - just people who know what consumer rights are.

Nobody has said that their store practices are more than reasonable - all people have said is that CEX have offered you a better deal than the law obliges them to.

For future reference you have no legal right to return goods bought face to face in a physical store unless they turn out to be "faulty" in some way.  You can't just return them because, for example, you decide you don't like them or - as in this case - they turn out to be no longer necessary.

When buying instore as opposed to online etc, always check the trader's returns policy before buying.

Not sure what you are reading in this post, but CEX are not offering me any enhanced deal than the law obliges them to!!! ...

You really don't get it, do you?     

Because you bought the TV instore (and not at a distance) you are not legally entitled to anything at all from CEX.

The fact that they've offered to "buy it back" from you at all - even at a significantly lower price than you paid and even by issuing you a credit voucher - is them making you a better offer than you are legally entitled to.

Do you understand now or do you need another half dozen people to explain it to you?

Sorry buddy, but you really are missing the point here!!! Forget "buy it back", as previously stated I can walk into any CEX store and sell this Apple TV 4K at the prices that they advertise to purchase at, and this is not linked to my original purchase at all!!! So they are not making me a better offer as this is standard CEX practice and unrelated to my purchase transaction!!!

My whole point from the start of this post was to ask the question are CEX trading rules in contravention of the consumer credit act, and it appears not so let's move on!!!

The absolutely would not be in contravention of the Consumer Credit Act 1974, that relates to finance, it could relate to the Consume Rights Act 2015 but that is also not applicable here as under the CRA there is no right of return for a change of mind when the purchase was made in store. 

CEX are basically the equivalent of something like Cash Converters (no longer around), or one of those random second hand goods stores that operate in towns, they do not sell new items and people often "recycle" items through it. The reason that they probably have a two day policy is any longer and people could buy a video game (the majority of their business), play it and return it for no cost, which for some games they could still do in two days. 

For somewhere selling second hand goods in the way they do I would say that their closet competitor is eBay, which does not offer any kind of returns for change of mind. 

Not really like eBay, as they don't sell you anything.

Pollycat

sheramber said:

How many High Street traders are selling secong hand goods, apart from charity shops who don't exchange for change of mind.

Actually, since covid when many charity shops closed down their changing rooms and offered refund for change of mind, some have since reopened their changing rooms but still offer refunds for change of mind.

Ones that spring to mind is our local hospice, BHF, Oxfam, Barnardos, Mencap.

Undervalued

dickz said:

Kim_13 said:

dickz said:

Thanks for all the responses, so am I right in thinking that CEX offering a 2 day returns window is not in any way contravening consumer rights? I am not aware of any other high street company that offers such poor returns and I'm probably not the first person to have an issue like this with CEX!!!

Correct. Consumer rights (which are your statutory rights) only require there to be a right of return where the item was purchased at a distance or where it is faulty. As this is neither, you only have any contractual rights (i.e. the terms and conditions of the retailer.) As CeX say two days, you are out of luck. 

The credit note referred to is part of their 2 day period - they don't refund in cash for a change of mind - but as you were out of time, not having received the gift until 3 days later, they would not have mentioned this.

Their in store returns policy is clearly a lot less generous than many other high street retailers, and for this reason I would only buy online from them (you would be entitled to a return if you had used their click and collect service and they don't charge a delivery fee for this.) 

Thanks Kim, Hindsight is a wonderful thing and as you stated above it would have been a completely different situation if I had bought and paid for this item online and the arranged a pick up from store, which seem crazy as the store is within walking distance from my home. Anyway for anyone interested in the CEX purchasing online policy it gives you 14 days for returns even if the product is not faulty and if you advise CEX that it is not possible to return within 14 days they can extend this period for a further 14 days!!!  Also the product can be returned back to the local store, did try to paste link to CEX product returns page, but as a newbie unable to add this.

Which they are legally obliged to do for online (and telephone) purchases. 

SteveJW

Phoenix72 said:

Never bought from CEX in my life and never will. Their mark ups are ridiculous so no, not a fan but you have not been treated unfairly by them.

CEX mark ups may be high, but you need to take into consideration their two year warranty

Have had to use a couple of times (after about 18 months) without any issues, replacement phone with a reasonable reduction for fair use, so a little extra to pay

Did not even have to show a receipt as everything was on their system

Steve

Okell

Undervalued said:

dickz said:

Kim_13 said:

dickz said:

Thanks for all the responses, so am I right in thinking that CEX offering a 2 day returns window is not in any way contravening consumer rights? I am not aware of any other high street company that offers such poor returns and I'm probably not the first person to have an issue like this with CEX!!!

Correct. Consumer rights (which are your statutory rights) only require there to be a right of return where the item was purchased at a distance or where it is faulty. As this is neither, you only have any contractual rights (i.e. the terms and conditions of the retailer.) As CeX say two days, you are out of luck. 

The credit note referred to is part of their 2 day period - they don't refund in cash for a change of mind - but as you were out of time, not having received the gift until 3 days later, they would not have mentioned this.

Their in store returns policy is clearly a lot less generous than many other high street retailers, and for this reason I would only buy online from them (you would be entitled to a return if you had used their click and collect service and they don't charge a delivery fee for this.) 

Thanks Kim, Hindsight is a wonderful thing and as you stated above it would have been a completely different situation if I had bought and paid for this item online and the arranged a pick up from store, which seem crazy as the store is within walking distance from my home. Anyway for anyone interested in the CEX purchasing online policy it gives you 14 days for returns even if the product is not faulty and if you advise CEX that it is not possible to return within 14 days they can extend this period for a further 14 days!!!  Also the product can be returned back to the local store, did try to paste link to CEX product returns page, but as a newbie unable to add this.

Which they are legally obliged to do for online (and telephone) purchases. 

But you have to remember that the OP is limited in their understanding of the difference between what a trader is obliged by law to do and what they might decide to offer voluntarily...