Faulty Headphones

SJE89

Last September when I was going on holiday, in Manchester Airport, I bought a pair of Bowers & Wilkins Headphones, which were not cheap.
I got them at a shop in Terminal 2 and I took a picture of the receipt as I find receipts printed on thermal paper fade over time.
I also have the leaflet they gave me, and it states that their returns policy is up to 6 months for faulty items, but this can't be legal can it?

Today the headphones have developed a fault, so I need to get this addressed, and as they are less than 12 months old, I feel I should be entitled to have this issue resolved.

I believe my contract is with the retailer, so they should be my first point of contact?
I have my proof of purchase, and I paid using American Express.

I am emailing the retailer to register my complaint, but if they do not respond cooperatively, what should my next action be?

elsien

As they are older than six months, you will need an independent report to prove there was an inherent fault, under your consumer rights. There is no automatic entitlement to any redress once you pass the six month mark.

Did they come with any sort of manufacturers warranty?

redped

https://www.bowerswilkins.com/en-gb/support/warranty.html says that headphones are covered by a 2 year warranty.

Jemma01

Return policy and warranty are two different things. Return policies are often 30 days, sometimes 14 days 🤔 . Warranty is at least 12 months.

RefluentBeans

You’re correct - your rights are with the retailer. Your first point of call should be the retailer. Assuming the retailer is UK-based (which I assume it is; but not sure with airports if they can have non-UK based companies operating shops or not…)

As others have stated, as it’s over 6 months they may ask proof for the fault being a manufacturing defect rather than user error (like water damage etc). 

But before finding a place to do you a report (as others have posted…) I would speak to the retailer. See what they say - they may be happy to accept your word as proof. They may be willing to inspect it themselves (at their cost) to see if they believe it’s faulty. That doesn’t mean that you can’t get an independent report if you disagree with them, but why spend money before you actually need to. 

It’s important to remember your rights are different to your warranty. The warranty is in addition to the rights; and as such can have as many requirements and restrictions that they want. Your rights exist and can’t be restricted by retailers own restrictions. 

Keep_pedalling

I would go to B&W and use the manufacturers warrantee. The retailer will almost certainly forward any return to B&W anyway so going direct will give you the fastest resolution. 

sheramber

The warranty trlls you what to do 

How to claim repairs under the warranty:

Should you have any concerns regarding the performance of your product, please use the following procedure:

• Contact the Bowers & Wilkins national distributor in your country of residence*. 

*Product submitted for warranty must contain the local compliance regulation certification or seal, otherwise, the owner will need to take the product to the territory that the product was purchased from for warranty service.

• Our representative will discuss your concerns. If you have a valid warranty claim and it is found necessary to return the product for repair, you may be given a Return Merchandise Authorisation. You should not return the product without the Return Merchandise Authorisation, if given.
• To validate your warranty, you will need to produce the original sales invoice from the country of residence or other proof of ownership and date of purchase.
• For products bought direct from bowerswilkins.com please refer to our returns policy.