Eufy Camera (faulty) - I cannot get a replacement?

anotherday1974

user1977 said:

anotherday1974 said:

user1977 said:

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

Wow. I didn't know that Eufy UK website resulted in a direct import from China. The delivery was quick, so I am sure it came from a UK warehouse. 

This is what I found via a Google search:

-----
The UK address for eufy is Suite B, Fairgate House, 205 Kings Rd, Tyseley HQ, Birmingham. 

You can contact eufy UK customer service by calling +44 (0) 1604 936 200, Monday to Friday, 9 AM to 5 PM (GMT). 
-----

So is this correct that the Eufy UK website is not a registered UK subsidiary company and the above address provides a false sense of security? 

Ps. nobody answers when phoning the UK telephone number. 

A website isn't a company. The UK address isn't on their website. There does not appear to be any UK company listed on their website.

Oh no. I have just looked up the official Eufy Shop on eBay UK and it lists them as Hong Kong based. So "Eufy UK" is in in fact "Eufy China" with no UK consumer rights! 

I feel so cheated that I thought I was dealing with a UK based website. I deliberately went direct to Eufy thinking it would be better than buying from a retailer like Currys or Argos. It was £30 cheaper going direct and I thought this was because I cut out the middle man. 

It was delivered quickly, so they must have a UK warehouse! 

Anyway, an expensive lesson learned! 

Bradden

born_again said:

https://find-and-update.company-information.service.gov.uk/company/12251573

Is the only active company at that address. Even then it is overdue with accounts.

If you look on Amazon. most if not all Eufy products are via Anker Direct. Who are a Chinese Company.

Eufy is a sub brand of Anker who are well known for their cables and power supplies.

Undervalued

anotherday1974 said:

user1977 said:

anotherday1974 said:

user1977 said:

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

Wow. I didn't know that Eufy UK website resulted in a direct import from China. The delivery was quick, so I am sure it came from a UK warehouse. 

This is what I found via a Google search:

-----
The UK address for eufy is Suite B, Fairgate House, 205 Kings Rd, Tyseley HQ, Birmingham. 

You can contact eufy UK customer service by calling +44 (0) 1604 936 200, Monday to Friday, 9 AM to 5 PM (GMT). 
-----

So is this correct that the Eufy UK website is not a registered UK subsidiary company and the above address provides a false sense of security? 

Ps. nobody answers when phoning the UK telephone number. 

A website isn't a company. The UK address isn't on their website. There does not appear to be any UK company listed on their website.

Oh no. I have just looked up the official Eufy Shop on eBay UK and it lists them as Hong Kong based. So "Eufy UK" is in in fact "Eufy China" with no UK consumer rights! 

I feel so cheated that I thought I was dealing with a UK based website. I deliberately went direct to Eufy thinking it would be better than buying from a retailer like Currys or Argos. It was £30 cheaper going direct and I thought this was because I cut out the middle man. 

It was delivered quickly, so they must have a UK warehouse! 

Anyway, an expensive lesson learned! 

Can you not get any redress from eBay customer service if the seller is ignoring you?

anotherday1974

Undervalued said:

anotherday1974 said:

user1977 said:

anotherday1974 said:

user1977 said:

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

Wow. I didn't know that Eufy UK website resulted in a direct import from China. The delivery was quick, so I am sure it came from a UK warehouse. 

This is what I found via a Google search:

-----
The UK address for eufy is Suite B, Fairgate House, 205 Kings Rd, Tyseley HQ, Birmingham. 

You can contact eufy UK customer service by calling +44 (0) 1604 936 200, Monday to Friday, 9 AM to 5 PM (GMT). 
-----

So is this correct that the Eufy UK website is not a registered UK subsidiary company and the above address provides a false sense of security? 

Ps. nobody answers when phoning the UK telephone number. 

A website isn't a company. The UK address isn't on their website. There does not appear to be any UK company listed on their website.

Oh no. I have just looked up the official Eufy Shop on eBay UK and it lists them as Hong Kong based. So "Eufy UK" is in in fact "Eufy China" with no UK consumer rights! 

I feel so cheated that I thought I was dealing with a UK based website. I deliberately went direct to Eufy thinking it would be better than buying from a retailer like Currys or Argos. It was £30 cheaper going direct and I thought this was because I cut out the middle man. 

It was delivered quickly, so they must have a UK warehouse! 

Anyway, an expensive lesson learned! 

Can you not get any redress from eBay customer service if the seller is ignoring you?

I purchased directly via Eufy UK website. 

anotherday1974

What would have happened if I had purchased the camera from "Eufy China" via Amazon UK or eBay UK?

Would my contract with Amazon UK/eBay UK, so I would have been covered by UK Consumer rights?

In the future, I will never order directly without a guaranteed UK Company address! I never thought about checking that!

I can't travel in person to China to sort things out legally! :-)

Undervalued

anotherday1974 said:

What would have happened if I had purchased the camera from "Eufy China" via Amazon UK or eBay UK?

Would my contract with Amazon UK/eBay UK, so I would have been covered by UK Consumer rights?

In the future, I will never order directly without a guaranteed UK Company address! I never thought about checking that!

I can't travel in person to China to sort things out legally! :-)

Both eBay and Amazon have some protection built in if a buyer has a problem with a third party seller on their platforms.

Others may be more expert than me on the full terms and conditions but I think you would have been covered..

noitsnotme

anotherday1974 said:

user1977 said:

anotherday1974 said:

user1977 said:

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

Wow. I didn't know that Eufy UK website resulted in a direct import from China. The delivery was quick, so I am sure it came from a UK warehouse. 

This is what I found via a Google search:

-----
The UK address for eufy is Suite B, Fairgate House, 205 Kings Rd, Tyseley HQ, Birmingham. 

You can contact eufy UK customer service by calling +44 (0) 1604 936 200, Monday to Friday, 9 AM to 5 PM (GMT). 
-----

So is this correct that the Eufy UK website is not a registered UK subsidiary company and the above address provides a false sense of security? 

Ps. nobody answers when phoning the UK telephone number. 

A website isn't a company. The UK address isn't on their website. There does not appear to be any UK company listed on their website.

Oh no. I have just looked up the official Eufy Shop on eBay UK and it lists them as Hong Kong based. So "Eufy UK" is in in fact "Eufy China" with no UK consumer rights! 

I feel so cheated that I thought I was dealing with a UK based website. I deliberately went direct to Eufy thinking it would be better than buying from a retailer like Currys or Argos. It was £30 cheaper going direct and I thought this was because I cut out the middle man. 

It was delivered quickly, so they must have a UK warehouse! 

Anyway, an expensive lesson learned! 

That UK address is a 3rd party fulfilment company.  It looks like Eufy ship their stock from China to the fulfilment company who then send out all the UK orders on Eufys behalf.

Alderbank

noitsnotme said:

anotherday1974 said:

user1977 said:

anotherday1974 said:

user1977 said:

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

Wow. I didn't know that Eufy UK website resulted in a direct import from China. The delivery was quick, so I am sure it came from a UK warehouse. 

This is what I found via a Google search:

-----
The UK address for eufy is Suite B, Fairgate House, 205 Kings Rd, Tyseley HQ, Birmingham. 

You can contact eufy UK customer service by calling +44 (0) 1604 936 200, Monday to Friday, 9 AM to 5 PM (GMT). 
-----

So is this correct that the Eufy UK website is not a registered UK subsidiary company and the above address provides a false sense of security? 

Ps. nobody answers when phoning the UK telephone number. 

A website isn't a company. The UK address isn't on their website. There does not appear to be any UK company listed on their website.

Oh no. I have just looked up the official Eufy Shop on eBay UK and it lists them as Hong Kong based. So "Eufy UK" is in in fact "Eufy China" with no UK consumer rights! 

I feel so cheated that I thought I was dealing with a UK based website. I deliberately went direct to Eufy thinking it would be better than buying from a retailer like Currys or Argos. It was £30 cheaper going direct and I thought this was because I cut out the middle man. 

It was delivered quickly, so they must have a UK warehouse! 

Anyway, an expensive lesson learned! 

That UK address is a 3rd party fulfilment company.  It looks like Eufy ship their stock from China to the fulfilment company who then send out all the UK orders on Eufys behalf.

This ^^^

That 3rd party fulfilment company is Amazon.

The eufy UK official website says:

Amazon functions as eufy’s logistics partner to ship out eufy products. They will choose the carrier that they think works best for our customers. Carriers they partner with include Royal Mail, Hermes, and DHL.
If any packages get lost in transit, eufy will open a case with our logistics partner Amazon, as they assume the responsibility for shipping our inventory out of their warehouse. It normally takes 10 business days for Amazon to finish their investigation of the issue.

https://support.eufy.com/s/article/eufy-UK-Official-Website-Order-FAQ-For-UK-only#:~:text=Amazon%20functions%20as%20eufy's%20logistics%20partner%20to%20ship%20out%20eufy%20products.

born_again

anotherday1974 said:

What would have happened if I had purchased the camera from "Eufy China" via Amazon UK or eBay UK?

Would my contract with Amazon UK/eBay UK, so I would have been covered by UK Consumer rights?

In the future, I will never order directly without a guaranteed UK Company address! I never thought about checking that!

I can't travel in person to China to sort things out legally! :-)

As per my previous post.
The cameras are supplied by Anker UK.