CEX Won't Issue a Refund

dickz

Good Morning All,

I wonder if anyone can help or suggest a way forward to obtain a refund from CEX?

I purchased a 4K Apple TV Unit from CEX on 15th April 2024 and as I was gifted a brand new unit 3 days later took the CEX unit back unused at the same store first thing Saturday 20th April as due  to work commitments this was the first opportunity I had to return the product. The store were not interested in the slightest and brought to my attention the CEX returns policy which is only 2 days from date of purchase. However, they were prepared to buy back the unit by providing either a shop credit note or a cash price that was significantly less than I paid.

My next port of call was trying to use section 75 as this was purchased using Barclaycard and the goods were over £100, and in the past Barclaycard were very supportive during a previous incident where a well know supplier refused to take back a faulty product and Barclaycard came to the rescue, However, in this case they have stated in writing that they can not provide any help in recovering my money.

So does anyone have any advice on a way in which I can recover a full refund from CEX who I am most unlikely to use again based on this experience!!!

Thanks in anticipation

!!!!!!

Penguin_

Others will have more knowledge than me but as you bought face to face, you don't have the right to a full refund for a change of mind which this is.

JGB1955

I think that the offer of a store credit note or reduced cash refund for what appears to be, effectively, a change of mind is more than generous.  The alternative would be to sell it on your local Facebook Marketplace page.  I think your consumer rights are zero.

mr_stripey

I don't think you have any comeback here. It is a "change of mind".

But you're no worse off and indeed can sell one of them to put you into a profit situation?

the_lunatic_is_in_my_head

Hello OP

Unfortunately no right to change your mind for an in store purchase other than any policy the store may have, looking on their website it confirms the 2 day change of mind policy and being outside of this means they are permitted to decline (and that also translate through to the card provider). 

dickz

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!!!

MattMattMattUK

dickz said:

Good Morning All,

I wonder if anyone can help or suggest a way forward to obtain a refund from CEX?

I purchased a 4K Apple TV Unit from CEX on 15th April 2024 and as I was gifted a brand new unit 3 days later took the CEX unit back unused at the same store first thing Saturday 20th April as due  to work commitments this was the first opportunity I had to return the product. The store were not interested in the slightest and brought to my attention the CEX returns policy which is only 2 days from date of purchase. However, they were prepared to buy back the unit by providing either a shop credit note or a cash price that was significantly less than I paid.

My next port of call was trying to use section 75 as this was purchased using Barclaycard and the goods were over £100, and in the past Barclaycard were very supportive during a previous incident where a well know supplier refused to take back a faulty product and Barclaycard came to the rescue, However, in this case they have stated in writing that they can not provide any help in recovering my money.

So does anyone have any advice on a way in which I can recover a full refund from CEX who I am most unlikely to use again based on this experience!!!

Thanks in anticipation

!!!!!!

This is a change of mind, not a consumer rights issue, as such you have no right to a refund.

MattMattMattUK

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!!!

You have no consumer rights for an in person purchase when it is a change of mind, the two day policy is more than they legally need to offer. 

dickz

OK, so on this basis a company could decide to opt a no refund policy unless the goods are deemed to be faulty, as this would not contravene consumer rights?

Penguin_

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!!!

Some local stores to me will only offer a credit note for returns. CEX have done more than they have to do.

dickz

Penguin_ 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!!!

Some local stores to me will only offer a credit note for returns. CEX have done more than they have to do.

CEX were not offering a credit note at the full price, just a voucher or cash price based on them buying the item back from me.