Over-ear headphones can't be returned as a 'hygiene product'

tain

Bought some terrible quality headphones from Debenhams that I'm trying to send back but have been refused as they're classing them as a hygiene product that has been used. The product listing advertises their 28 day returns as a feature. They also fail to mention them being a hygiene product or that opening them prevents them from being returned. 

Am I better off pursuing them for selling me a product that is falsely advertised and not fit for purpose, or is this nonsense of them being a hygiene product worth going after? 

FWIW they claim they're noise cancelling, but they're not. The sound was so poor that the best they achieved was cancelling everything.

The offending item: https://www.debenhams.com/product/krane-bauer-edge-ii-wireless-headphones-earphones-on-ear-wireless-earphones_p-6d91658f-48ab-42bd-9410-115c2a955b30  

eskbanker

The listing does cross-refer to the returns policy, stating that exclusions apply, but the policy doesn't include them in its definition of what's considered hygiene items, although they might argue it to be illustrative rather than definitive:

For hygiene reasons, we cannot offer returns or refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, vitamins and supplements, medicines, toiletries, swimwear or lingerie if the product or item has been used, if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty.

https://www.debenhams.com/pages/informational/returns

Tucosalamanca

Not wanting to be difficult, but you've purchased 'on ear' headphones rather than 'over ear' which are a completely different design.

The product you have purchased rests on your ear canal, whereas 'over ear' headphones do not.
This means that your purchase would be considered as 'personal items'.

I can see why they wouldn't accept a return but can also see that their description and t&c should have been clearer.

pinkshoes

tain said:

Bought some terrible quality headphones from Debenhams that I'm trying to send back but have been refused as they're classing them as a hygiene product that has been used. The product listing advertises their 28 day returns as a feature. They also fail to mention them being a hygiene product or that opening them prevents them from being returned. 

Am I better off pursuing them for selling me a product that is falsely advertised and not fit for purpose, or is this nonsense of them being a hygiene product worth going after? 

FWIW they claim they're noise cancelling, but they're not. The sound was so poor that the best they achieved was cancelling everything.

The offending item: https://www.debenhams.com/product/krane-bauer-edge-ii-wireless-headphones-earphones-on-ear-wireless-earphones_p-6d91658f-48ab-42bd-9410-115c2a955b30  

If they're FAULTY then hygiene is irrelevant. 

But are they faulty or do you just not like them or do they just not work for you? One review says they're great, the other says the sound is a little tinny so they had to adjust the base with the app. 

These rest ON the ears rather than in, so if you've not used this type before it might sound a little odd. 

prettyandfluffy

This is standard for on ear and in ear headphones (not sure about over ear headphones), the same as jewellery for piercings.  If you're stuck with them, you can sell them on EBay; I have successfully done this in the past.

flaneurs_lobster

Not the OP's fault but I'm surprised that any "on-ear" headphones could ever operate as noise cancelling. 

Would not the leakage past the earpieces make it impossible to cancel?

sheramber

I only see they say ‘noise reduction’ , not noise cancelling. 

savergrant

eskbanker said:

The listing does cross-refer to the returns policy, stating that exclusions apply, but the policy doesn't include them in its definition of what's considered hygiene items, although they might argue it to be illustrative rather than definitive:

For hygiene reasons, we cannot offer returns or refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, vitamins and supplements, medicines, toiletries, swimwear or lingerie if the product or item has been used, if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty.

https://www.debenhams.com/pages/informational/returns

Adult toys are also excluded from change of mind returns.

elsien

prettyandfluffy said:

This is standard for on ear and in ear headphones (not sure about over ear headphones), the same as jewellery for piercings.  If you're stuck with them, you can sell them on EBay; I have successfully done this in the past.

it may be standard for other retailers , but I would be querying that it is not made clear that the hygiene exclusion  applies to these items because there is no mention of headphones in their terms and conditions ref excluded items.

eskbanker

savergrant said:

eskbanker said:

The listing does cross-refer to the returns policy, stating that exclusions apply, but the policy doesn't include them in its definition of what's considered hygiene items, although they might argue it to be illustrative rather than definitive:

For hygiene reasons, we cannot offer returns or refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, vitamins and supplements, medicines, toiletries, swimwear or lingerie if the product or item has been used, if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty.

https://www.debenhams.com/pages/informational/returns

Adult toys are also excluded from change of mind returns.

Is there another document defining other exclusions?

ButterCheese

They are cheap, and have a huge reduction to make them look like they were 90 odd quid but I doubt any sold at that price, they just do them at that price for 3 months so they can legally say they are reduced.

Any on-ear headphones with true noise-cancellation that actually works well would cost 8-10 times what you have paid.  Yours are going to sound poor, and actually they don't claim to have noise cancellation - just "noise reduction" which in itself means virtually nothing.  ANY headphones can claim noise reduction, if it means that you hear just 1% less outside noise when wearing them compared to not wearing them.

I would take this on the chin and sell them on eBay, you might be lucky and get a tenner.  CHalk it up to experience, better to buy of Amazon who would probably have refunded with no questions asked.