Retailer wants me to pay for return of item which isn't fit for purpose.

Korkyb

Hi all

I bought a Mag Quad lock phone case 4 days ago bought directly from Quad Lock UK Website which unfortunately isn't fit for purpose.

The issue is the Magnet Ring on the back of the phone is only clipped in and comes off every time I take the phone off my mount.

It also appears that the phone doesn't charge through the car mount (which is a charging mount).

I contacted Quad Lock through their support system and they answered pretty quickly (after asking me to send a video if the issue) offering to send me a new magnet ring but I explained to them that a new Magnet would have the same issue.

Since then they appear to have "gone dark" and haven't replied to any more of my emails (I've sent another 2 (they don't have phone support...).

I've tried to initiate a return but the only options I can select all point towards it being a change of mind which then result in me having to pay for return postage:

- ordered wrong item
- ordered wrong quantity
- no longer needed
- item doesn't fit
- did not meet expectations

Debating whether just to just stump up for the postage and letting this American company get away with ignoring UK law or pushing back.

Pushing back is going to be interesting as they appear to be ignoring my last emails - (which were all polite / civil in case you are wondering if that's an issue).

I paid for the order using my Amex credit card.


This is a link to the video I sent them showing the "Mag Ring" issue.

https://1drv.ms/v/c/21f193abe2808b6a/Ed_Ag01okG1Mu7UOPrVjEM8BKIU-aQCHMAIRFZJolvfFBQ

Any advice appreciated.

user1977

Who exactly did you buy from? Their website suggests they're an Australian company and don't have a separate UK entity (in which case your consumer rights are likely to be Australian, and they can "ignore UK law" if they like):

Postal Address / Head Office

Quad Lock 

Como Centre, Level 3 Suite 6A

299 Toorak Rd, South Yarra VIC 3141

Australia

born_again

While it is a .co.uk (means nothing) address.
All contact details are for Australia

https://support.quadlockcase.com/hc/en-us/articles/360000299895-How-do-I-contact-Quad-Lock

Korkyb

Thanks all

Yep seems I wrongly assumed .co.uk and UK warehouse would mean normal UK consumer protection.

Good news is that Quad-Lock have now contacted me and offered a paid return or a replacement.