Should a full refund include delivery costs?

minxster

I bought a laptop which failed 4 months into a 12 month warranty. Long story short I ended up sending a right to reject letter as they had it for way more than a reasonable amount of time.

They said 10 working days and as of yesterday they have had it for 32 days with no updates and I have been without it since it broke 2 March.

After much ducking and diving on their part they have refunded me the cost of the laptop but not the postage which was express at £9.99.

As I had to return it because it developed a fault in the first 6 months which they confirmed, should they reimburse me for the £9.99?

They are saying no, but I thought when its a proven faulty item in under 6 months, all monies had to be refunded.

Any advice is welcome.

Isthisforreal99

Warranty refund or refund feom retailer?

Aylesbury_Duck

Who is "they"? The retailer, or the manufacturer?

minxster

Sorry, its the retailer who has given the refund but not the delivery, based on faulty and length of time taken to repair.

Aylesbury_Duck

Thanks. And was the repair done under warranty, or under consumer rights.

It sounds picky, but if you/they have worked on the basis of this being a warranty repair, then postage refund may or may not be covered in the warranty terms. There's also the matter of the postage sounding like it was an enhanced service ("express"). How much would normal delivery have been? I think I recall from a previous situation on another thread that the customer was entitled to a refund of the normal postage costs only, because the express delivery was fulfilled appropriately. But I may be wrong.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81962643#Comment_81962643

Enhanced non-standard delivery costs aren't refundable when cancelling under the CCRs but for CRA rejections I don't believe that stipulation applies.

born_again

After much ducking and diving on their part they have refunded me the cost of the laptop but not the postage which was express at £9.99.

No. You would only be entitled to std postage. Which is covered in CCR

minxster

It was a laptop which failed massively ( no power ) which I had only bought 4 months earlier.

The retailer initially refused to send me a label to have it picked up, then after a week did send one via email.

They got the laptop back, confirmed the fault saying it was a simple battery swap and said it was going to the manufacturer and would take up to 10 working days. After 16 days I still had no laptop and no updates.

They said after the 16 days there was a delay and it was still not with the manufacturer, but would take just 10 more days. Bearing i mind the laptop failed on March 2.

At 28 days I instigated a section 75, and at 33 days I sent a rejection letter as not fit for purpose, not of reasonable quality and the repairs were taking too long causing significant inconvenience. I still had no update.

I will still try for the cost of postage as the Section 75 is still open and as it stands I have only received part of my initial cost. If they do refuse I will accept standard postage of £6.95. Either way the postage will go straight into our local Hospice charity box. I want the full amount as its a matter of principle. Thanks all for your input.

You have all been really helpful.

the_lunatic_is_in_my_head

Yes they should refund everything you paid, it’s a very straightforward requirement and if are being difficult then Section 75 will cover (I assume the laptop was over £100) and the credit provider needs to refund the difference within 14 days of you requesting it.

minxster

Hi Lunatic, the laptop was £419.99, plus the postage.

You can't beat a bit of Brain Damage - one of the best lines ever written was " You lock the door and throw away the key, there's someone in my head and it's not me "

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/81962750#Comment_81962750

Presumably the postage wasnt over £100 so not sure S75 would apply.

I would assume that something similar to the CCR rules would apply where the original basic postage would be refunded but not any premium payed for an express delivery given the OP did get it quicker (if they paid for such a service and had earlier use of the device given it wasnt dead on arrival).