International ecommerce rights issue

RoPey_2

Hi, I'm hoping someone can help me understand what I can do to help myself.

I purchased a rock tumbler from a company with the website directnine.uk on the 12th April 2025. I could see that it was a global company, but everything I could see implied that I was dealing with an operation in the UK. When I ordered the tumbler, the confirmation email confirmed shipping in the UK and I paid £7.95 for that shipping.

When the tumbler eventually arrived on the 24th April, it had come from the USA. It has a US electrical connection and cannot be used in the UK. I have contacted the manufacturer and they have confirmed that it should not be used with any kind of transformer or adapter as this would constitute a risk of overheating or fire.

I contacted the company on the 26th April and they waited a week before telling me to return the tumbler to the USA within 7 days of my initial contact. Impossible given that they took that long to get back to me. I have had quotes for return shipping to the USA of around £50 to £80 depending on the service. The item weighs nearly 10kg. They say they will only pay for shipping up to the amount of £23.30.

I have now had multiple email contacts with the company who have taken complete ownership of the issue, but insist it is returned to the USA (they do have a UK office, but will not allow me to send it there) but keep saying that their refund policy will only allow a refund of a maximum £23.30 to cover return shipping.

I have spoken to my bank abount starting a chargeback claim, but they won’t do that until it has been returned and the company have not refunded me.

I have spoken to Citizen's Advice who tell me that if the transaction is covered by UK law, the company is obliged to collect the item as it is not fit for purpose. They have also advised me not to ship the item out of the country.

Directnine say they are covered by the laws in the country from which the item was sent, but I did not know they were shipping if from the USA and would not have ordered it if I had. They also will not stand by an answer on their own FAQ about return shipping that states that they will cover the FULL cost on ALL returned items where they are incorrect or faulty.

Can anyone suggest a way of resolving this please? I don't know where to turn, but am really loathe to pay to return the thing to the USA and lose so much money for something that is in no way my error.

Thank you

molerat

That UK address seems to be an accommodation address of the UK arm of a  US company with no real UK presence along with 69 other companies some linked to the director of this one, their only employee, who seems to be the UK front of an Indian group.  https://ukcompanies.lursoft.lv/en/address/hygeia-building-rear-ground-floor-66-68-college-road-middlesex-united-kingdom-harrow-ha1-1be/companies

How did you pay - credit or debit card - and how much was the item ?  Please say credit card and over £100 as this would be a slam dunk for s75 as it is illegal to sell an item in the UK without the correct plug.

But ....... looking up this item on the web the instructions seem to show it coming with a 110v AC to 12v DC adaptor, if that is the case then there may be a simple solution.

RoPey_2

Thank you for your reply. 

I’m afraid I did not understand the 120v reference in the description. Being sold into the UK and apparently shipped from here, I thought I would get something that could be used here. I have bought an American made tumbler from the UK before that has been converted for use here. Not from this company. 

I purchased the tumbler on my debit card and it cost just over £225.70 with £7.95 UK shipping on top. 

If there is a simple solution, I’d love to hear it. 

Thanks again for your help. 

powerful_Rogue

Sadly seems like you're out of luck.

No chargeback option unless you return and any court action would be under the jurisdiction of Delaware.

molerat

If there is a simple solution, I’d love to hear it.

I only found the cheaper one earlier which uses a mains adaptor easily replaced for UK use so there may not be an easy solution for this one.  Does it come directly wired with a plug, no mains adaptor ?

I fear you are going to have an uphill struggle.  If the company are not going to play ball you are going to have to track them down to take court action.  They sold you the item advertised and are willing to take it back so is not strictly covered by chargeback.

born_again

Was it this product?
As it is the only 1 or 3 near the price.

https://directnine.uk/products/dual-drum-rotary-rock-stone-glass-tumbler-polisher-6lbs-polishing-abrasives

As it clearly states 120V Electric Input 

QrizB

Notwithstanding the supplier's dire warnings, assuming a conventional electric motor you could almost certainly operate it from a site transformer like this:

https://www.drapertools.com/product/31264/230v-to-110v-portable-site-transformer-3-3kva/

The worst likely result is that it runs a little slow as it'll see 50hz not 60hz.

sheramber

RoPey_2 said:

Hi, I'm hoping someone can help me understand what I can do to help myself.

I purchased a rock tumbler from a company with the website directnine.uk on the 12th April 2025. I could see that it was a global company, but everything I could see implied that I was dealing with an operation in the UK. When I ordered the tumbler, the confirmation email confirmed shipping in the UK and I paid £7.95 for that shipping.

When the tumbler eventually arrived on the 24th April, it had come from the USA. It has a US electrical connection and cannot be used in the UK. I have contacted the manufacturer and they have confirmed that it should not be used with any kind of transformer or adapter as this would constitute a risk of overheating or fire.

I contacted the company on the 26th April and they waited a week before telling me to return the tumbler to the USA within 7 days of my initial contact. Impossible given that they took that long to get back to me. I have had quotes for return shipping to the USA of around £50 to £80 depending on the service. The item weighs nearly 10kg. They say they will only pay for shipping up to the amount of £23.30.

I have now had multiple email contacts with the company who have taken complete ownership of the issue, but insist it is returned to the USA (they do have a UK office, but will not allow me to send it there) but keep saying that their refund policy will only allow a refund of a maximum £23.30 to cover return shipping.

I have spoken to my bank abount starting a chargeback claim, but they won’t do that until it has been returned and the company have not refunded me.

I have spoken to Citizen's Advice who tell me that if the transaction is covered by UK law, the company is obliged to collect the item as it is not fit for purpose. They have also advised me not to ship the item out of the country.

Directnine say they are covered by the laws in the country from which the item was sent, but I did not know they were shipping if from the USA and would not have ordered it if I had. They also will not stand by an answer on their own FAQ about return shipping that states that they will cover the FULL cost on ALL returned items where they are incorrect or faulty.

Can anyone suggest a way of resolving this please? I don't know where to turn, but am really loathe to pay to return the thing to the USA and lose so much money for something that is in no way my error.

Thank you

they will cover the FULL cost on ALL returned items where they are incorrect or faulty.

But the item is not incorrect , nor is it faulty. It is what you ordered and  will work  in the correct country for the power supply.

The fact that you ordered something that does not work with your supply is not their fault. 

RoPey_2

born_again said:

Was it this product?
As it is the only 1 or 3 near the price.

https://directnine.uk/products/dual-drum-rotary-rock-stone-glass-tumbler-polisher-6lbs-polishing-abrasives

As it clearly states 120V Electric Input 

Thank you for your comment. Yes, that’s the one. Sadly I have no experience with the voltage of items and did not appreciate the implications of that. The company have fully accepted that they have sold something not fit for purpose in the UK and also they shipped it from the USA without informing me. That’s not at issue, the problem is that they want me to return it to the USA mostly at my own expense. They also accept that this is unfair, but will not budge on the issue. 

RoPey_2

molerat said:

If there is a simple solution, I’d love to hear it.

I only found the cheaper one earlier which uses a mains adaptor easily replaced for UK use so there may not be an easy solution for this one.  Does it come directly wired with a plug, no mains adaptor ?

I fear you are going to have an uphill struggle.  If the company are not going to play ball you are going to have to track them down to take court action.  They sold you the item advertised and are willing to take it back so is not strictly covered by chargeback.

Thank you for taking the time to reply. 

Keep_pedalling

The solution is simple 

https://www.tlc-direct.co.uk/Products/SC5474.html?source=adwords&ad_position=&ad_id=&placement=&kw=&network=x&matchtype=&ad_type=pla&product_id=SC5474&product_partition_id=&campaign=shopping&version=finalurl_v3&gad_source=1&gad_campaignid=17413520874&gbraid=0AAAAAD-6GhngSNu23m4Bmdt8VdAOPOWBa&gclid=EAIaIQobChMI9ZS3-9TBjQMVpphQBh0vXgA4EAQYASABEgLLKvD_BwE