Refused full refund for faulty product that was brought online

badger2626

I brought a phone case online and I cannot operate my phone with the case on. The company have given me 2 options

1. Replace the product for something similar. There is nothing I want as I purchased a phone case somewhere else.
2. Get a refund but I would have to cover the return costs. This would mean shipping from UK to China.

Am I write in thinking they have to refund me and pay the postage costs of returning? or does the consumer rights act just cover purchases in UK? My argument is the case is of no use to me as I cannot work my phone with the case on, it is not fit for purchase. The case was £29.99

Any Advice?

Isthisforreal99

My advice, but it's too late now, is do your research before you buy and if ordering feom China be prepared to lose your money.

You have next to no consumer rights and your options are as given by the seller but I would not go for option 2 as it likely won't reach China and you still won't get a refund and down the cost of sending it back as well.

visidigi

Why doesnt it work with your phone? Is it actually faulty, or is there something else amiss here?

Exodi

I agree with @Isthisforreal99 above, also on not going for option 2.

Not only will you need to sink more money into paying for postage, it is not uncommon for the item to never be formally received. This can be for a myriad of reasons, and it's not always the buyers fault. For example, many people understand that they are responsible for getting the item to the seller, but many forget about duty and send items back on cheap services without pre-paid duty. When the buyer is presented with a duty invoice to receive the goods, they naturally refuse. There's then the more nefarious sellers who will refuse the delivery regardless, or ones that will refute they received the delivery as the tracking is typically very simple and not conclusive.

Personally I think you could throw good money after bad if you're not careful. You're lucky it's a £30 item and not a £300 item.

I presume you bought this directly with them and not through a third party marketplace (like eBay/Amazon/etc)?

born_again

Social media site advertising?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6661275/refused-full-refund-for-faulty-product-that-was-brought-online

Who did you buy it from?

Chances are they arent in the UK and have no presence here so irrespective of what your rights should or shouldn't be there is no practical way to enforce them.

badger2626

https://forums.moneysavingexpert.com/discussion/comment/81937062#Comment_81937062

No, I found the company online. Didn't even think to check where they were based. I know now for the future.

badger2626

Thank you. I know for the future

badger2626

Thank you. I now know not to buy from China

badger2626

Company is called Casebus.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81937225#Comment_81937225

Contact us page.

-Phone number(for UK customers): (+44) 0330 0430722
-Email (for UK customers): support@casebus.co.uk

-Phone number(for US customers): (616) 606-5179
-Email (for US customers): support@casebus.com

- Our Address:
No. A743, Block A, Mingyou Center, Baoyuan Road, Baoan District, Shenzhen, Guangdong, 518000,China
Shenzhen DaQianXiangZi Technology Co., Ltd.

ReturnPolicy

You can return your purchase by sending us an email within 60 days after receiving the item if you aren't satisfied with it. It is sincerely suggested that every customer read the following regulations carefully before purchase:

1. We accept returns within 60 days of delivery. If 60 days have gone by since delivery, unfortunately, we can’t offer you a refund or exchange.

2. Items must be returned unworn, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, or altered in any way.

3. Email us (support@casebus.co.uk) with your tracking number and pictures attached of the received item/package and detailed information to describe the issue. Your request will be processed and confirmed via email on working days usually within 72 hours.

Note

1. DO contact our customer service before returning. Casebus will not be responsible for any returning without notifying us.

2. It will be highly appreciated that you contact our customer service for help before raising any dispute. We are always here to help and provide solutions.

For more information regarding the return policy, you can also Contact us at Support@casebus.co.uk.

Return Warehouse Address:

Room 505, Building M3, Maqueling Industrial Zone, Kejizhong 2nd Road, Nanshan District, Shenzhen, Guangdong, China

No 2 made me laugh 🤣🤦‍♀️🤷‍♀️ Clearly copied from elsewhere.