Replacement part dispatched, not what I asked for. Return at cost?
Discussion
I bough an item with an incorrect part from the usual big suspect online. It is a tablet holder for a bike (use with a trainer). It was the manufacturers outlet on this site.
I guessed that in returning the item I would receive the replacement with the same incorrect part. So I contacted the maker rather than the seller who said no problem, send a picture to identify the part and we will pop one in the post FOC. Seems a few have had this issue looking on line.
The part arrived but is not the correct part and some substantial cost, a few hundred pounds vs a few pennies.
Obviously they want it back after being informed of the mistake but where does the liability lie for the cost of return? I do not want to be out of pocket but the way they have dealt with me is very good considering (wrong item aside). That expensive part was sent assuming the original was faulty and in good faith.
The pictures I sent of the wrong part and what was sent bear absolutely no resemblance and there is no issue that I indicated something else.
The return address is in the Netherlands.
I guessed that in returning the item I would receive the replacement with the same incorrect part. So I contacted the maker rather than the seller who said no problem, send a picture to identify the part and we will pop one in the post FOC. Seems a few have had this issue looking on line.
The part arrived but is not the correct part and some substantial cost, a few hundred pounds vs a few pennies.
Obviously they want it back after being informed of the mistake but where does the liability lie for the cost of return? I do not want to be out of pocket but the way they have dealt with me is very good considering (wrong item aside). That expensive part was sent assuming the original was faulty and in good faith.
The pictures I sent of the wrong part and what was sent bear absolutely no resemblance and there is no issue that I indicated something else.
The return address is in the Netherlands.
What does there terms of sale state, if you have been provided any at all? When you say they sent it FOC, do you mean the entire order or just shipping?
I think being outside of the UK it's going to be a little more difficult to get them to do soemthin they don't want to do (i.e pay for the return shipping) but they seem to have been good to you so far, have you asked them yet?
I think being outside of the UK it's going to be a little more difficult to get them to do soemthin they don't want to do (i.e pay for the return shipping) but they seem to have been good to you so far, have you asked them yet?
AngryPartsBloke said:
What does there terms of sale state, if you have been provided any at all? When you say they sent it FOC, do you mean the entire order or just shipping?
I think being outside of the UK it's going to be a little more difficult to get them to do soemthin they don't want to do (i.e pay for the return shipping) but they seem to have been good to you so far, have you asked them yet?
Waiting for a reply. But want to check what ground I am on. The original item could have been returned for a full refund or replacement. It is just the replacement part this issue is with. I emailed them a picture of it as they requested, they sent something completely different.I think being outside of the UK it's going to be a little more difficult to get them to do soemthin they don't want to do (i.e pay for the return shipping) but they seem to have been good to you so far, have you asked them yet?
Offered items from their existing lines in leu but they do not have anything I want (it was a good generous offer to be honest, above shipping cost). I think they are fair but want to check what ground I am on. The FOC was the replacement part, and the shipping to me.
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