Faulty goods question.

Gamer_T

Gamer_T

Gamer_T

Permabanned
Joined
3 Aug 2009
Posts
1,397
Location
Manchester
A friend went to return a faulty item he purchased under 7 days ago and he was told by the store that it wasn't possible for them to give him a cash refund, but they could replace it for him or give him a store credit note.

Is it right that they decline him a cash refund?
 
JBuk said:
Your friend is entitled to a full refund and doesn't have to accept the credit note
Click to expand...

To cut a long story short, they were adamant that he wasn't able to get a cash refund for this item.

He left the store but didn't accept the credit note or a replacement incase it messed him up even more.

Should he take this to trading standards, or would it be a waste of time?
 
Did he buy the item instore? AFAIK there's no 7-day limit of any kind on items bought in person. How did he pay?

I'd say the store's responsibility is to repair or replace the item like for like, and if that's not possible it's at their discretion to offer compensation as store credit or a refund. That's my experience of it anyway.
 
Gamer_T said:
To cut a long story short, they were adamant that he wasn't able to get a cash refund for this item.

He left the store but didn't accept the credit note or a replacement incase it messed him up even more.

Should he take this to trading standards, or would it be a waste of time?
Click to expand...

He should phone consumer direct

They will provide him with the relative info and help him
 
They don't have to give you your money back if you just changed your mind, but if one of your statutory rights is breached (broken fits this description) then they have to give a refund as an option. As your friends item is broken, he should be able to reject the goods as faulty and obtain a full refund under his statutory rights.
 
reading soga now...

it says, as long as you return the faulty item within a reasonable time, then you can demand your money back. 7 days is probably a reasonable amount of time, but it depends on the item...
 
Last edited:
When you buy something from a shop you are entering into a legally binding contract. Therefore they don’t have to give you a refund simply because you have changed your mind. Only if one of your statutory rights is breached (i.e. that the item is damaged, of poor quality or not fit for purpose) do they have to give you your money back.
Click to expand...
 
Gamer_T said:
A friend went to return a faulty item he purchased under 7 days ago and he was told by the store that it wasn't possible for them to give him a cash refund, but they could replace it for him or give him a store credit note.

Is it right that they decline him a cash refund?
Click to expand...

Yes. You could kick up a fuss and you might get one but it's not illegal.
 
As others have said, he's well within his rights to expect a cash refund. Tell him to bring consumer direct's number with him on his phone, tell the store staff his rights, and ask whether they'd like him to call consumer direct there and then so they can query what exactly he's entitled to directly.

They'll give him the money.
 
russ0r said:
Yes. You could kick up a fuss and you might get one but it's not illegal.
Click to expand...

Incorrect.

In the case of faulty goods, the store CAN offer store credit, but CANNOT deny a refund.

If his friend had simply changed his mind and wanted to bring it back, the store would be within their rights to offer only store credit.
 
When I worked in retail this always confused me. You decide to buy Product A, you get home, its broken, you want... a refund.

Why? Why has your requirement for Product A suddenly vanished? Surely you just want one that works.

More often than not it was because people just didnt want it anymore and therefore came up with a random unproveable fault or something. Not saying this is the case for the OP... I could just never get my head around the fact that people changed their mind so quickly.

If I wanted a new game for example I wouldnt suddenly not want to play it ever again just because it didnt work when I got it home.

In limited circumstances you could decide you didnt trust the product, but.. I dunno.
 
[TW]Fox;15631252 said:
Why? Why has your requirement for Product A suddenly vanished? Surely you just want one that works.
Click to expand...

I think perhaps in the case of deciding to buy it from an alternative retailer with better service (or warranty). Or having seen how the product has failed out of the box (or within reasonable time), that you wish to purchase an alternative model/brand.
 
a lot of retail stores do have there armour up at this time, its the time everyone buys and says I dont like the colour or item and claim its faulty when its not and demand a refund.

So im not surprised its happen to your friend, however the story sounds very imcomplete, they must have given a reason why they would not offer a refund did they test the item even ?

Sounds like its been used/opened and they just rejected it....

They would usualy insist on a restocking fee just like ocuk do if its been used/opened and nothing looks wrong with it- ie if someone buys a laptops and its slow or freezes or a software doesnt load its still not classed as faulty.

Perhaps the customer is faulty :)
 
It's actually pretty common for shops to offer credit notes and swaps when they buyer is legally entitled to a refund - because their options are cheaper and easier to them. The OPs friend is legally entitled to refund if the product is faulty. That's it. The only exception would be if he had caused the fault (and even then he may have an out if the fault happened after he did something that no normal person would expect to cause a fault).


Get him to call Trading Standards, who will be more than happy to quote the Sale of Goods Act to him. He in turn can then quote Trading Standards to the shop.


M
 
You must log in or register to reply here.
Back
Top Bottom