Returning faulty goods
Discussion
I bought a second-hand door lock from a well-known Saab specialist on 21st Jan 2020.
Having fitted it, it became evident that it has a fault - despite looking like it all works ok, the actual locking mechanism doesn't engage meaning you can just open the door using the exterior handle.
Company have asked me to send it back for them to examine (fair enough) and then they will either repair and return it to me or supply a replacement.
Question is, do I have to pay for the return postage to get faulty item back to them? I've had a look online, and it doesn't seem very clear.
Having fitted it, it became evident that it has a fault - despite looking like it all works ok, the actual locking mechanism doesn't engage meaning you can just open the door using the exterior handle.
Company have asked me to send it back for them to examine (fair enough) and then they will either repair and return it to me or supply a replacement.
Question is, do I have to pay for the return postage to get faulty item back to them? I've had a look online, and it doesn't seem very clear.
boyse7en said:
I bought a second-hand door lock from a well-known Saab specialist on 21st Jan 2020.
Having fitted it, it became evident that it has a fault - despite looking like it all works ok, the actual locking mechanism doesn't engage meaning you can just open the door using the exterior handle.
Company have asked me to send it back for them to examine (fair enough) and then they will either repair and return it to me or supply a replacement.
Question is, do I have to pay for the return postage to get faulty item back to them? I've had a look online, and it doesn't seem very clear.
What have they said to you about that?Having fitted it, it became evident that it has a fault - despite looking like it all works ok, the actual locking mechanism doesn't engage meaning you can just open the door using the exterior handle.
Company have asked me to send it back for them to examine (fair enough) and then they will either repair and return it to me or supply a replacement.
Question is, do I have to pay for the return postage to get faulty item back to them? I've had a look online, and it doesn't seem very clear.
What do their business terms & conditions say?
They've asked me to return it at my cost
"if the goods are found to be materially defective within a period of ninety days from the date of the sales invoice, the Company will at its discretion, exchange them or give a credit note for the original sale price upon the goods being returned to the Company. This warranty does not cover the cost of any labour or other charges or losses that may arise or be incurred as a result of the goods being materially defective."
Just wondered whether that was "official" or just what they chose to do.
"if the goods are found to be materially defective within a period of ninety days from the date of the sales invoice, the Company will at its discretion, exchange them or give a credit note for the original sale price upon the goods being returned to the Company. This warranty does not cover the cost of any labour or other charges or losses that may arise or be incurred as a result of the goods being materially defective."
Just wondered whether that was "official" or just what they chose to do.
The 'official' line is they pay for the return postage where an item is faulty or damaged. Consumer Rights Act 2015.
"Which" have set it out very clearly in this link: https://www.which.co.uk/consumer-rights/advice/wha...
See halfway down under sub-heading 'Do I have to pay to return a faulty item?' If they refuse then you can report them to Trading Standards as they obviously don't know their legal requirements. These override any Terms and Conditions they may want to impose on the invoice as those are classed as Unfair Terms under this act.
"Which" have set it out very clearly in this link: https://www.which.co.uk/consumer-rights/advice/wha...
See halfway down under sub-heading 'Do I have to pay to return a faulty item?' If they refuse then you can report them to Trading Standards as they obviously don't know their legal requirements. These override any Terms and Conditions they may want to impose on the invoice as those are classed as Unfair Terms under this act.
N7GTX said:
The 'official' line is they pay for the return postage where an item is faulty or damaged. Consumer Rights Act 2015.
"Which" have set it out very clearly in this link: https://www.which.co.uk/consumer-rights/advice/wha...
See halfway down under sub-heading 'Do I have to pay to return a faulty item?' If they refuse then you can report them to Trading Standards as they obviously don't know their legal requirements. These override any Terms and Conditions they may want to impose on the invoice as those are classed as Unfair Terms under this act.
Thanks for the link, but it doesn't really clear it up (unless i'm missing a bit):"Which" have set it out very clearly in this link: https://www.which.co.uk/consumer-rights/advice/wha...
See halfway down under sub-heading 'Do I have to pay to return a faulty item?' If they refuse then you can report them to Trading Standards as they obviously don't know their legal requirements. These override any Terms and Conditions they may want to impose on the invoice as those are classed as Unfair Terms under this act.
[i]Returning faulty goods
If you want to return your faulty goods for a refund, a repair or replacement, you should be[/i] refunded the delivery cost you paid to get it sent to you.
That is the retailer would have to refund the cost of sending me the item, i.e. If it was £60 + £5 P&P i would get a refund of the £65 i originally paid. But I would be down £5 postage cost for returning the item
As they are saying they will replace, not refund,
[footnote]Edited by boyse7en on Monday 10th February 16:46
Sorry, can't get the italic text formatting to work
[/footnote]
Edited by boyse7en on Monday 10th February 16:47
But what do you want - a refund or a replacement?
If you want a refund they will send you £60+£5p&p = £65. They must also send you the cost of the return postage of £5 if they want it back.
This is how it works on eBay, doesn't it? You raise a dispute and the sender has to send you the postage to return it. If it is a low value item they usually tell you to chuck it away as its not cost effective.
If you want a replacement then they must also pay for the return postage of £5. After all its not your fault the part is damaged and the CRA 2015 was introduced to protect consumers. If they find on inspection the part is not faulty/damaged and you still want it, you will have to pay postage again of £5 and maybe another £5 to recover their loss.
If you want a refund they will send you £60+£5p&p = £65. They must also send you the cost of the return postage of £5 if they want it back.
This is how it works on eBay, doesn't it? You raise a dispute and the sender has to send you the postage to return it. If it is a low value item they usually tell you to chuck it away as its not cost effective.
If you want a replacement then they must also pay for the return postage of £5. After all its not your fault the part is damaged and the CRA 2015 was introduced to protect consumers. If they find on inspection the part is not faulty/damaged and you still want it, you will have to pay postage again of £5 and maybe another £5 to recover their loss.
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