Seeking Refund Advice from John Lewis

flaneurs_lobster

Since this thread has degenerated to rudeness rather more quickly than usual and will probably get closed down and deleted ASAP - my opinion.

OP has Buyer's Regret and wants their money back. Those phones cost £1500+.

All suggestions as to repair or replacement have been dismissed as not being a suitable solution. 

It's a dispute with the retailer about application of the Law.

Sue them.

born_again

ngc5195fly said:

Oh sure, 28 working days without my own phone sounds completely fine — I’ve always wanted a month-long digital detox! 😉

Do you not still have your old phone?
Always keep my old phone as back up, or if a really good trade in still have one previous, as back up.

While I get the, you do not want to be without phone while being repaired, they do not do on the spot repairs. What would you do if it was stolen or you dropped it & smashed the screen?

Emmia

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

sheramber said:

Then why are you posting on here if you ‘know’ your rights?

Because understanding the law doesn’t magically make retailers follow it. I’m posting to show how John Lewis are responding — not to get a lecture on basic consumer rights.

They are following the law. 

However you believe they are not because you don't believe upto 28 days is a reasonable timeframe. I would disagree with you on this.

So your only option is to send them a letter before action and take them to court for it to be decided. In which case you'll be without a working phone for probably upto six months.

Oh sure, 28 working days without my own phone sounds completely fine — I’ve always wanted a month-long digital detox! 😉

Talk about exagerating. Also it's 'upto 28 days'.

Wow — I see you’re a master of exaggeration. You’ve clearly met your match in someone who actually has a life and daily responsibilities, thanks!

Can't see the need for the rudeness just because you haven't got an answer that agrees with your opinion of the law.

I’m not being rude — I’m just pointing out that “up to 28 days” without my own phone isn’t practical for daily life, and that’s exactly what the law considers. It’s not my opinion; it’s about real-world application of the Consumer Rights Act 2015. Let's leave it at that.

You are not without a phone for your essential daily life as you get a loan phone, which I expect is probably a standard smartphone.


OP I strongly suspect this is a case of "buyers remorse" over an expensive phone, which is why you're so keen on a refund. If you got a refund, what phone would you buy? Another folding one? Or a (cheaper) standard non-folding smartphone?

Undervalued

ngc5195fly said:

Undervalued said:

ngc5195fly said:

Bought a Samsung Fold from John Lewis in July 2025. Screen along the fold has developed crackles/pops. I’ve sent photos/video, but they insist on repair/replacement or a loan phone. I’ve explained that being without the phone for 7–14 working days is highly inconvenient, and under the Consumer Rights Act 2015 I am well within my rights to request a refund. When I explained to the reprvsenratice that being without a phone for this long would be highly inconvenient they said this does not apply to John Lewis in this case.

Has anyone successfully refused a repair/replacement and obtained a full refund in a similar situation? Any advice appreciated!

Yes, you are within your rights to "request" a refund but JL are within their rights to only offer a repair. Being "highly inconvenient" doesn't change this. If the repair should fail then you would have a right to a refund but that could be reduced pro rata to reflect the length of use you have had from the phone.

Thanks for your input. I understand what you’re saying about John Lewis’s guarantee, but it’s important to distinguish between a retailer’s guarantee and statutory rights under the Consumer Rights Act 2015.

Because the fault appeared within six months of purchase, there’s a legal presumption that it was present at delivery. Under these rules, I am entitled to a refund, replacement, or repair, and I am not obligated to accept a repair if it is impractical or would cause significant disruption to my daily life.

In this case, a repair would leave me without my primary phone for essential tasks like banking, which is why I am requesting a refund rather than a repair.

So while JL may prefer a repair, legally they cannot override my statutory right to reject the faulty device and obtain a refund.

Sorry, I misread the date so you are correct about the six months.

However I am not sure if your argument about "significant disruption" is valid or not. I don't know if there is any case law about this but surely anybody with any level of smartphone could argue the same thing? Is a retailer obliged to go above and beyond just because it is a phone and not some other item of a similar cost?

If the phone is that essential to your life would a prudent person not have some kind of backup? Any budget smartphone will do the essentials.

Emmia

born_again said:

ngc5195fly said:

Oh sure, 28 working days without my own phone sounds completely fine — I’ve always wanted a month-long digital detox! 😉

Do you not still have your old phone?
Always keep my old phone as back up, or if a really good trade in still have one previous, as back up.

While I get the, you do not want to be without phone while being repaired, they do not do on the spot repairs. What would you do if it was stolen or you dropped it & smashed the screen?

Just out of interest I looked up Google fold repair on the iSmash website. The inner screen is £799 and they quote 2 weeks for repairs as they're done in a central workshop.

https://www.ismash.com/pages/google-pixel-fold-repairs

Edit: John Lewis' up to 28 days doesn't seem unreasonable, it's probably a standard timescale they give out for lots of these types of repair 

Emmia

Undervalued said:

ngc5195fly said:

Undervalued said:

ngc5195fly said:

Bought a Samsung Fold from John Lewis in July 2025. Screen along the fold has developed crackles/pops. I’ve sent photos/video, but they insist on repair/replacement or a loan phone. I’ve explained that being without the phone for 7–14 working days is highly inconvenient, and under the Consumer Rights Act 2015 I am well within my rights to request a refund. When I explained to the reprvsenratice that being without a phone for this long would be highly inconvenient they said this does not apply to John Lewis in this case.

Has anyone successfully refused a repair/replacement and obtained a full refund in a similar situation? Any advice appreciated!

Yes, you are within your rights to "request" a refund but JL are within their rights to only offer a repair. Being "highly inconvenient" doesn't change this. If the repair should fail then you would have a right to a refund but that could be reduced pro rata to reflect the length of use you have had from the phone.

Thanks for your input. I understand what you’re saying about John Lewis’s guarantee, but it’s important to distinguish between a retailer’s guarantee and statutory rights under the Consumer Rights Act 2015.

Because the fault appeared within six months of purchase, there’s a legal presumption that it was present at delivery. Under these rules, I am entitled to a refund, replacement, or repair, and I am not obligated to accept a repair if it is impractical or would cause significant disruption to my daily life.

In this case, a repair would leave me without my primary phone for essential tasks like banking, which is why I am requesting a refund rather than a repair.

So while JL may prefer a repair, legally they cannot override my statutory right to reject the faulty device and obtain a refund.

Sorry, I misread the date so you are correct about the six months.

However I am not sure if your argument about "significant disruption" is valid or not. I don't know if there is any case law about this but surely anybody with any level of smartphone could argue the same thing? Is a retailer obliged to go above and beyond just because it is a phone and not some other item of a similar cost?

But surely with a suitable loan phone, the argument is that user disruption is minimised as far as practical.

Undervalued

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

sheramber said:

Then why are you posting on here if you ‘know’ your rights?

Because understanding the law doesn’t magically make retailers follow it. I’m posting to show how John Lewis are responding — not to get a lecture on basic consumer rights.

They are following the law. 

However you believe they are not because you don't believe upto 28 days is a reasonable timeframe. I would disagree with you on this.

So your only option is to send them a letter before action and take them to court for it to be decided. In which case you'll be without a working phone for probably upto six months.

Oh sure, 28 working days without my own phone sounds completely fine — I’ve always wanted a month-long digital detox! 😉

Talk about exagerating. Also it's 'upto 28 days'.

Wow — I see you’re a master of exaggeration. You’ve clearly met your match in someone who actually has a life and daily responsibilities, thanks!

Can't see the need for the rudeness just because you haven't got an answer that agrees with your opinion of the law.

I’m not being rude — I’m just pointing out that “up to 28 days” without my own phone isn’t practical for daily life, and that’s exactly what the law considers. It’s not my opinion; it’s about real-world application of the Consumer Rights Act 2015. Let's leave it at that.

Unless there is a precedent set in a high enough court (??) to be legally binding it is simply your opinion.

Undervalued

Emmia said:

Undervalued said:

ngc5195fly said:

Undervalued said:

ngc5195fly said:

Bought a Samsung Fold from John Lewis in July 2025. Screen along the fold has developed crackles/pops. I’ve sent photos/video, but they insist on repair/replacement or a loan phone. I’ve explained that being without the phone for 7–14 working days is highly inconvenient, and under the Consumer Rights Act 2015 I am well within my rights to request a refund. When I explained to the reprvsenratice that being without a phone for this long would be highly inconvenient they said this does not apply to John Lewis in this case.

Has anyone successfully refused a repair/replacement and obtained a full refund in a similar situation? Any advice appreciated!

Yes, you are within your rights to "request" a refund but JL are within their rights to only offer a repair. Being "highly inconvenient" doesn't change this. If the repair should fail then you would have a right to a refund but that could be reduced pro rata to reflect the length of use you have had from the phone.

Thanks for your input. I understand what you’re saying about John Lewis’s guarantee, but it’s important to distinguish between a retailer’s guarantee and statutory rights under the Consumer Rights Act 2015.

Because the fault appeared within six months of purchase, there’s a legal presumption that it was present at delivery. Under these rules, I am entitled to a refund, replacement, or repair, and I am not obligated to accept a repair if it is impractical or would cause significant disruption to my daily life.

In this case, a repair would leave me without my primary phone for essential tasks like banking, which is why I am requesting a refund rather than a repair.

So while JL may prefer a repair, legally they cannot override my statutory right to reject the faulty device and obtain a refund.

Sorry, I misread the date so you are correct about the six months.

However I am not sure if your argument about "significant disruption" is valid or not. I don't know if there is any case law about this but surely anybody with any level of smartphone could argue the same thing? Is a retailer obliged to go above and beyond just because it is a phone and not some other item of a similar cost?

But surely with a suitable loan phone, the argument is that user disruption is minimised as far as practical.

Indeed. 

A bit like a loan car whilst your is being repaired following a accident that was somebody else's fault. The law would support something adequate to get you about, it doesn't have to match your own (insert name of luxury / pretentious car here)!

Emmia

ngc5195fly said:

Emmia said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

sheramber said:

Then why are you posting on here if you ‘know’ your rights?

Because understanding the law doesn’t magically make retailers follow it. I’m posting to show how John Lewis are responding — not to get a lecture on basic consumer rights.

They are following the law. 

However you believe they are not because you don't believe upto 28 days is a reasonable timeframe. I would disagree with you on this.

So your only option is to send them a letter before action and take them to court for it to be decided. In which case you'll be without a working phone for probably upto six months.

Oh sure, 28 working days without my own phone sounds completely fine — I’ve always wanted a month-long digital detox! 😉

Talk about exagerating. Also it's 'upto 28 days'.

Wow — I see you’re a master of exaggeration. You’ve clearly met your match in someone who actually has a life and daily responsibilities, thanks!

Can't see the need for the rudeness just because you haven't got an answer that agrees with your opinion of the law.

I’m not being rude — I’m just pointing out that “up to 28 days” without my own phone isn’t practical for daily life, and that’s exactly what the law considers. It’s not my opinion; it’s about real-world application of the Consumer Rights Act 2015. Let's leave it at that.

You are not without a phone for your essential daily life as you get a loan phone, which I expect is probably a standard smartphone.


OP I strongly suspect this is a case of "buyers remorse" over an expensive phone, which is why you're so keen on a refund. If you got a refund, what phone would you buy? Another folding one? Or a (cheaper) standard non-folding smartphone?

As for your question: I’m not asking for a refund to be frivolous — I’m asking for a solution that works in the real world, not just a hypothetical “loan phone” scenario.
This isn’t about “buyer’s remorse”; it’s about not wanting the fault to reoccur. This issue has been known with previous generations, and here we are again. I’m simply seeking a practical solution, not a band-aid repair.

So if the fault is well known to you, why did you buy a folding phone in the first place?

born_again

ngc5195fly said:

As for your question: I’m not asking for a refund to be frivolous — I’m asking for a solution that works in the real world, not just a hypothetical “loan phone” scenario.
This isn’t about “buyer’s remorse”; it’s about not wanting the fault to reoccur. This issue has been known with previous generations, and here we are again. I’m simply seeking a practical solution, not a band-aid repair.

So if this was a known issue. It begs the question why did you buy one?
Which given the "Want refund" echo's previous posters comment.
A practical solution would also include a replacement, while yours is being repaired, as well as a refund.