Magic Hose - Refund/Replacement Issue

BretherenDerby

I bought a garden hose from Magic hose which sprung a leak after a couple of weeks. I contacted them for a replacement and eventually after a bit of a slow response I received a replacement about 4 weeks later. I used the replacement for a couple of weeks and this one sprung a very similar leak in a similar place.

i contacted them again (within their 30 days of the arrival of their replacement) and said their hose has an inherent fault it’s not fit for purpose I want a refund as I have no confidence in the product. To cut a long story short they are refusing an email because more than 30 days have passed since the original purchase rather than 30 days since I received the replacement. I have emailed them numerous times but they won’t budge and will only offer a second replacement. What are my rights in this case because I think a refund is due ?

Any help would be appreciated Cheers

BretherenDerby

Just bumping this back up due to the lack of any response 

DullGreyGuy

Presumably they did just send you a replacement rather than giving you a refund that you then used to buy a replacement? 

You need to inform them that you are exercising your final right to reject under section 24 of the Consumer Rights Act - 24(5)(a) affords you this right given they have already had one attempt to rectify the problem via a replacement which has equally failed. 

BretherenDerby

Thanks yes it was a replacement rather than a refund first time 

born_again

Where did you buy it from?

BretherenDerby

Direct from magic hose

BretherenDerby

They are still refusing a refund and quoting thier refund policy of 30 days 

the_lunatic_is_in_my_head

Accounts overdue and registered address might be a plaque on a wall type of place.

I'd try your card company for a chargeback, SNAD unfortunately doesn't cover faults that arise later, worth a chat though, if the bank are happy to process retailer possibly won't defend. 

born_again

Trouble is not faulty when received. (as mentioned)
Add in given retailer provided a new one for the faulty one.

m0bov

Send them an lba. Remind them your claiming under CRA and not their returns policy. If no response after 14 days do a money claim online.