Help with consumer rights - company not responding, next steps?

poodletip

Hi all, first post here (been using the app/emails for a while though) so 🖐️ and thanks to everyone involved.

I purchased four sets of LED lights from a website Vauscher (they were advertised on social media) which I wanted to return as I felt they were not as described or of satisfactory quality. They were all set at different brightness levels so could not really be used together, as they were advertised as doing and after following all user manual information.

The products have been used once but are in as new condition - still have the protective plastic covering on and nothing consumable like sticky pads have been used at all.

I emailed the company initially (within about 3 days of the items arriving) which replied with a request to hand write (!) a set of details like order number, fault, etc etc. as a request to return, which I did and then emailed back to them.

After 10 days, with no confirmation of receipt of my email, I sent another email to ask for acknowledgement that my request for return had been received - again, nothing.

I then drafted another email using a template from Which that had some reference to my consumer rights, as well as the previous emails in the message text.

The reply I got was just the default reply with request to fill in a handwritten request to return (already done).

So I waited and it has now been more than two weeks since the last email and I have heard nothing

What do you recommend I do now? I still have no address to return the items to or, in fact, authorisation to do so.

Thanks in advance for any help you can provide and let me know if any other information would help.

Regards

user1977

Their website doesn't suggest they're a legit UK company, so I doubt you have enforceable UK consumer rights. Looks like a serviced offices address in London on their home page, their terms have a Berlin address (which I think doesn't even exist) but say the relevant jurisdiction is New Mexico. So I suspect you're actually dealing with somebody in China.

born_again

https://vauscher-shop.com/

Is this the site?

MyRealNameToo

Do you have a link to the website you ordered from?

The first one I found claims it's a US based company but they have a footer that they arent associated with a Facebook group so not sure if it's one and the same or not. The site does say you have UK rights but gives a German address for returns.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81856111#Comment_81856111

Thats the one I linked too above 👍️

flaneurs_lobster

At least you actually received something.

Pretty common for companies that advertise on social media, if you can find a way to make them accept the return (which you may not be able to do) then you will find that the return address will be in China and you will need to pay the prohibitive shipping costs. Quite likely that any tracking will then fail at the border and your return will "disappear".

Were the lights expensive? You might have to chalk this one up as "do not repeat".

poodletip

Thanks for all the replies everyone, appreciate it 🙂

Yes, it was https:// vauscher-shop .com as linked above by born_again.

I think using this as a learning experience is all I'll be able to get out of it, but I suppose that's better than nothing.

The lights were not too expensive, thankfully. Could have used the money elsewhere though!

Thanks again for the input all. If I hear anything else I'll update the thread 👍