Is the company responsible for collecting large faulty items?

Murphybear

DullGreyGuy said:

doveman said:

I bought a portable air con from Aosom MHSTAR UK Store via AliExpress and it's faulty, but they're saying that I have to to take it to the post office and return it myself, which is impossible as it weighs about 30kg and the box was held together with plastic strips which I obviously had to cut to open it.

I thought the company has to arrange collection of large faulty items at their own expense, but I can't find anywhere that actually says this, so can anyone point me to what the law actually says about this?

Wouldnt have thought the Post Office would handle such a sized parcel but according to Google they will take parcel up to 30kg which is surprising. So if it's over 30kg, as you seem to suggest it may be, then the PO isnt an option anyway. 

Law says that the business must ultimately cover the reasonable cost of the return not that they must arrange for the return or pay it in advance. 

Anything over 10kg is called a “heavy packet” or something.  Post Office staff weren’t expected to handle them.  If there is no alternative then it took 2 people. 

This is based on the PO rules when I worked for them which was pr Internet.  I don’t know if the rules are still the same

If I want to buy something large or expensive I often buy from John Lewis as my experience is that they are reliable.  I bought a new printer recently from Amazon.  Delivered the next day and had no problems.  I only buy direct from China if it’s very small and/or inexpensive.  I once bought a couple of things from them and needed something costing £1.50 as they have a minimum spend. I bought a pair of earrings.  Talk about junk, they went in the bin.  LOL