Return of faulty speaker

NeillB

Hi. I bought a new speaker thats not working. I sent evidence to the seller who uses a third party wholesaler. After they agreed the wholesaler organised a return via DPD. DPD were due to collect it which they failed to do so on two occasions. The seller says the wholesaler has to check things "their end" as DPD are saying they attempted collection which is a lie as I was at home both days. Im just wondering, as Im in Northern Ireland and the seller is in England, how hard it would be to go via the small claims court if needs be? Hopefully it wont come to that. Im also thinking about chargeback via my bank but Im not sure how effective that would be in the circumstances.

Any advice is much appreciated.

dnpark38

Could you just ask for a pre paid return label and drop parcel off at a drop off collection point?

Ergates

Are you after a refund, or a replacement/repair ?

If the former, then given they have accepted the rejection, then the refund shouldn't have to wait on the goods being returned. They should refund you now and the return of the goods then becomes their problem.

NeillB

https://forums.moneysavingexpert.com/discussion/comment/82149053#Comment_82149053

Thats a good idea. Thanks. I must mention it in my next conversation with the seller.

NeillB

Yes Id thought that might be the case under the Consumer Rights Act 2015. Im trying my best to work with the seller to remedy the situation but to no avail. Its amazing how stressful crap like this can get. Really appreciate your helpful input.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6684559/return-of-faulty-speaker

A chargeback would require you to have returned the goods

Drop off or you arranging your own return with them agreeing to refund you are the two obvious options. Your choice of courier is just as likely to be useless but at least you cant blame the seller then.

Ergates

Remind the seller that this is not a change of mind return, the goods are faulty and they have accepted the goods are faulty.

Remind them that it is their responsibility to collect, or arrange collection of the goods and that you have made the goods available for collection.

The law states "A refund must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.", the retailer should not wait until the goods are returned - as any delays do this are not the responsibility of the customer.