Being refused a return for an item an item for something I bought online

TylerDurden77

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

born_again

Who from??

the_lunatic_is_in_my_head

OP are you a consume buying exclusively for a hobby or do you DJ for money? 

TylerDurden77

the_lunatic_is_in_my_head said:

OP are you a consume buying exclusively for a hobby or do you DJ for money? 

Hi. It’s just a hobby that I do at home. Thanks.

TylerDurden77

born_again said:

Who from??

Hi. 

Bought it from DJ Superstore. In the past I’ve always bought from Gear4Music and I have sent things back to them after I’ve used them and they have always done either an exchange or refund. I’m just very picky when it comes to what I play on so always like to try it beforehand which is why buying online is better as you have more rights for returning (apparently).

Ergates

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

TylerDurden77

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Ergates

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

TylerDurden77

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

MyRealNameToo

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

For change of mind, which this is, then the retailers terms can make the buyer responsible for the cost of return. If they do then liability remains with you too. 

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

Is there damage to the box? You dont mention in your post what state the box was in when they received it.

So what are they intending? To repair it and return it to you? They can't have you pay for the repair and keep it and keep your monies. 

eskbanker

TylerDurden77 said:
One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box.

You presumably mean 'no' rather than 'now', which would effectively mean the opposite?