Returning a car due to fault - return and refund procedure

Hope4theFuture

Purchased a used car in apparently excellent condition this week but on way home (30 min after purchase) it showed a serious engine fault and had to be towed back to dealership. We have decided to therefore return car to dealership and have requested a full refund. The dealership is not processing the return until we have handed in the new V5C, but this can take up to 2 weeks to arrive in our hands. The car is currently taxed and insured in our name but sitting on the dealership premises. Can I ask whether this is stardard practice to delay the return process? And what should we expect in terms of the return and refund procedure before we can expect our money back. This is with Arnold Clark. Thanks.

Ayr_Rage

If there are no issues regarding change of keeper the V5C should be with you within 3 or 4 days at most.

Get everything in writing, don't rely on any verbal communication.

Hope4theFuture

Thanks. Yes, have everything in writing. Am still concerned that they are not immediately starting the return process, to ensure and confirm the car has been returned to them in same condition as when sold to us (other than that it has obviously broken down). What if someone damages it during this time-frame of waiting for V5C to arrive? It's sitting at the dealership. Also, it feels as if they will be dragging out the entire process even further by not initiating the return process until after the V5C has arrived. I am wonderuing whether I should expect a confirmation that they have checked over the car and it's all in good order?

Ayr_Rage

As I said, get confirmation in writing that the vehicle has been returned in the same cosmetic condition as when you took delivery and has been returned because of the agreed engine fault.

You cannot expect instant action if this only happened this week.

paul_c123

Who towed the car? Did they do a condition report when they collected and/or delivered it?

eskbanker

Hope4theFuture said:

Purchased a used car in apparently excellent condition this week but on way home (30 min after purchase) it showed a serious engine fault and had to be towed back to dealership. We have decided to therefore return car to dealership and have requested a full refund. The dealership is not processing the return until we have handed in the new V5C, but this can take up to 2 weeks to arrive in our hands. The car is currently taxed and insured in our name but sitting on the dealership premises. Can I ask whether this is stardard practice to delay the return process? And what should we expect in terms of the return and refund procedure before we can expect our money back. This is with Arnold Clark. Thanks.

Just in case you haven't already done so, it won't do any harm to ensure that any communication with them is clearly identified as exercising your short term statutory right to reject (under the Consumer Rights Act 2015), rather than the vaguer 'return' and 'requesting' a refund.

Hope4theFuture

Ayr_Rage said:

As I said, get confirmation in writing that the vehicle has been returned in the same cosmetic condition as when you took delivery and has been returned because of the agreed engine fault.

You cannot expect instant action if this only happened this week.

Thanks, they have not specifically confirmed that they have checked over the car and found it in same condition;  emails are only saying that they are taking car back and would process the refund as soon as we hand over V5C (which we dont have yet as car was only just purchased).

Hope4theFuture

eskbanker said:

Hope4theFuture said:

Purchased a used car in apparently excellent condition this week but on way home (30 min after purchase) it showed a serious engine fault and had to be towed back to dealership. We have decided to therefore return car to dealership and have requested a full refund. The dealership is not processing the return until we have handed in the new V5C, but this can take up to 2 weeks to arrive in our hands. The car is currently taxed and insured in our name but sitting on the dealership premises. Can I ask whether this is stardard practice to delay the return process? And what should we expect in terms of the return and refund procedure before we can expect our money back. This is with Arnold Clark. Thanks.

Just in case you haven't already done so, it won't do any harm to ensure that any communication with them is clearly identified as exercising your short term statutory right to reject (under the Consumer Rights Act 2015), rather than the vaguer 'return' and 'requesting' a refund.

paul_c123 said:

Who towed the car? Did they do a condition report when they collected and/or delivered it?

AA inspected and towed the car as per instructed by 60d warranty and roadside assistance team. Yes have full inspection report from AA that indicates serious fault. We have received no 'condition' report from the dealer before purchase nor after refusing/returning the car.

paul_c123

AA will be responsible for the cosmetic condition when they lifted it. If its damaged after the AA delivered it but before the dealership pay up, its between the AA and the dealer to argue it out. If its been damaged before it broke down. that's another matter (you used it for 30 mins?) Personally I'd not worry about that aspect.

Also forget about any "returns process" or "processing" the return - the law says they have 14 days to refund you, after they have been notified formally that you wish to reject it.

Once the V5 arrives, I'd do the "sold to trade" notification yourself (you know the details of the dealer, right? Including email address?) then this will start the tax refund process (you will lose a month's tax - but that's the way it works) and cancel the insurance. On this point, I'd definitely cancel it, or make the insurer aware you no longer own or have any interest in the car, rather than leave it until you have another car. If it were fixed then used and a crash happened, you would be on the MID as the insurer.

paul_c123

ETA a condition report is typically done before and after a professional transports a vehicle, whether that's by being driven or on a recovery truck.