Canon Camera refusing refund on defective goods due to lack of original packaging

Undervalued

CardinalWolsey said:

Could you afford to order another one, and then return the faulty one for a refund in your replacement's packaging?

Pragmatic but wouldn't work if the serial number is printed on the box, which it may well be!

Also technically fraud (although I could't imagine any action being taken)!

jim30

Okell said:

@jim30 -  assuming the lens actually is faulty then within the first 30 days* after purchase you can exercise your short-term right to reject the faulty lens for a full refund.  It is not necessary to have the original packaging**.

The law is in s20(1) and s22 of the Consumer Rights Act 2015 (legislation.gov.uk)



*  The 30 day period is "paused" if you agree to a repair or replacement and only starts again once you get the repair or replacement back.

**  Do Canon fully understand that you are exercising your rights under the above legislation and that you are not trying to use their own returns policy which probably requires the original packaging?  You need to make it clear you are asserting your statutory rights under the above legislation.

I've repeatedly said to them that I'm trying to use the legislation - banging my head on a brick wall at the moment!

Unknown

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Alderbank

powerful_Rogue said:

How id did you pay? Presuming debit card or credit card as an online purchase. Should look at chargeback/s75 if they are refusing to fulfil their legal obligations.

Chargeback would fail because OP has not returned the goods.

Ectophile

Alderbank said:

powerful_Rogue said:

How id did you pay? Presuming debit card or credit card as an online purchase. Should look at chargeback/s75 if they are refusing to fulfil their legal obligations.

Chargeback would fail because OP has not returned the goods.

So chargeback, and offer to return the goods to the seller if they want them.

DullGreyGuy

Ectophile said:

Alderbank said:

powerful_Rogue said:

How id did you pay? Presuming debit card or credit card as an online purchase. Should look at chargeback/s75 if they are refusing to fulfil their legal obligations.

Chargeback would fail because OP has not returned the goods.

So chargeback, and offer to return the goods to the seller if they want them.

Needs to be the other way round generally... return the goods and then do the chargeback with your evidence that they've got the goods back.

the_lunatic_is_in_my_head

OP is there is not away to raise a return on the website or any kind of return label sent out inside the parcel? 

rbn

I've gone through the process of returning an unopened lens extender to Canon and even that was a faff. It involved sending an email to them, them calling me four days later going over some more details and asking me to send a whole load of photos of all sides of the product box and the original shipping label (they've have wanted photos of the item too if I'd opened it) and them then replying with a returns label and saying a collection had been arranged for the next working day.

I understand that they sell some expensive items, and it did all work out for me, but it was a bit much.

Undervalued

jim30 said:

Okell said:

@jim30 -  assuming the lens actually is faulty then within the first 30 days* after purchase you can exercise your short-term right to reject the faulty lens for a full refund.  It is not necessary to have the original packaging**.

The law is in s20(1) and s22 of the Consumer Rights Act 2015 (legislation.gov.uk)



*  The 30 day period is "paused" if you agree to a repair or replacement and only starts again once you get the repair or replacement back.

**  Do Canon fully understand that you are exercising your rights under the above legislation and that you are not trying to use their own returns policy which probably requires the original packaging?  You need to make it clear you are asserting your statutory rights under the above legislation.

I've repeatedly said to them that I'm trying to use the legislation - banging my head on a brick wall at the moment!

Which you have a legal right to do, as the lens is faulty, and I'm sure if you battle away long enough you will get a refund.

Yes, you should't have to, but had you kept the packaging and gone through Canon's prescribed procedure it would probably have been a whole lot easier.

Maybe a real world lesson for a easy life.