Refund issue with faulty product

GothicGhost

GothicGhost

GothicGhost

Soldato
Joined
23 Aug 2007
Posts
2,797
I bought an Airsoft mask from a shop in Spain and the locking mechanism on this mask when connected does not stay locked in place, I told them about this on Facebook first and they said they would refund me.
FB.png


But then the shop contacts me on what's app so I tell them again of the issue and they say my helmet is not the same helmet they show in the sale pictures.

My helmet.
my-mask.jpg


Shops sales helmet image.
shop-mask.png


Does this not look the same type of helmet.

They said send it back for a full refund and even refund the postage costs if I send it back myself.
WP1.png

wp2.png


Now they are saying because I used it they will not refund any money and charge me an extra £13 to ship it back or on my next order, they would put with that.
Screenshot-1.png


He then shows me a video that I should cut up a beer can and glue to the £40 mask to fix the locking issue because that's how that fixed it before on that or other products :(

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The last message I got saying they accept the return but I don't get any postage back so losing about £24 for a faulty product.
I paid with PayPal goods and services but because they have the mask and the money I am worried I would loose both is I open a dispute and don't go in my favor.

Sorry for long post thank you.
 
GothicGhost said:
I bought an Airsoft mask from a shop in Spain and the locking mechanism on this mask when connected does not stay locked in place, I told them about this on Facebook first and they said they would refund me.
FB.png


But then the shop contacts me on what's app so I tell them again of the issue and they say my helmet is not the same helmet they show in the sale pictures.

My helmet.
my-mask.jpg


Shops sales helmet image.
shop-mask.png


Does this not look the same type of helmet.

They said send it back for a full refund and even refund the postage costs if I send it back myself.
WP1.png

wp2.png


Now they are saying because I used it they will not refund any money and charge me an extra £13 to ship it back or on my next order, they would put with that.
Screenshot-1.png


He then shows me a video that I should cut up a beer can and glue to the £40 mask to fix the locking issue because that's how that fixed it before on that or other products :(

wp4.png



The last message I got saying they accept the return but I don't get any postage back so losing about £24 for a faulty product.
I paid with PayPal goods and services but because they have the mask and the money I am worried I would loose both is I open a dispute and don't go in my favor.

Sorry for long post thank you.
Click to expand...

As long as you have an email letter that they have received it and if you have proof of postage. Put that in the claim, if they don't reply to PayPal it will default and benefit you.
I would email them as it would have their email address, this would help more and it would be extra proof, WhatsApp the company could turn round and say we never said that, or that is not us.
 
GothicGhost said:
The last message I got saying they accept the return but I don't get any postage back so losing about £24 for a faulty product.
I paid with PayPal goods and services but because they have the mask and the money I am worried I would loose both is I open a dispute and don't go in my favor.

Sorry for long post thank you.
Click to expand...

Put in a claim, surely the chance of some money back is better than getting a product back that isn't fit for purpose?

I don't know about you, but I wouldn't want to 'fix' a piece of protective clothing by jury rigging it with a cut up beer can. Regardless, their claim that they wont refund you because the product is 'used' is ridiculous, you clearly indicated that you had used it in your first message to them and they told you that they would refund you.
 
Start a PayPal claim.

Use the hermes tracking as proof of return.

Supply chat evidence of them agreeing to refund on return.

You will get a refund.

Although, you won't get the £10 hermes back
 
Dont use paypal use Mastercard you cant trust half the shops online. Bought £500 items from EU, 60day wait arrived broken. They promosed to send a replacement and it too arrived broke another 30days later. Also promised a spare that should have been in the original which never came with the second broke replacement. Then they wanted me to send it ALL back even though in total this was at the 3-4 month point and there are fees for currency conversion, postage 17 emails it took until number 17 said Mastercard will soon take back the money.

The seller promptly refunded me the £500, Blocked the account and emails and the final email said keep the items... :D


Some retailers are dodgy and downright crazy.
 
Thanks all I started a claim with PayPal and it definitely the shop on whats app as they show pictures of the parcel/mask I sent back.
I even said to the shop if I forfeit the postage costs to return it and just refund me the original order amount.
But they said no and wanted only to refund the mask cost and I pay all postage costs plus the 10% discount code they gave me.

I would lose about £30 :(
 
GothicGhost said:
Thanks all I started a claim with PayPal and it definitely the shop on whats app as they show pictures of the parcel/mask I sent back.
I even said to the shop if I forfeit the postage costs to return it and just refund me the original order amount.
But they said no and wanted only to refund the mask cost and I pay all postage costs plus the 10% discount code they gave me.

I would lose about £30 :(
Click to expand...
PayPal won't give them a choice.
 
Just an update.

Paypal said they can't do anything because the address the shop gave does not match the address on their PayPal account.....
So I consider this fraud? Because in the conversations with the shop you can see they have the mask back :(

Proof.
https://postimg.cc/gallery/V5JQtsQ/34b9b157

I have been in contact with my bank and making a fraud claim against them but I don't have much hope.
 
Diagro said:
Only if you register for the service prior to the return. Afaik
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I've used this service on uk purchases - but the T&C's are not specific on whether a purchase from elsewhere would/would-not be covered,
so I haven't risked such a purchase.

for the OP, if he unwrapped/used the mask (especially in these covid time) on a visually different mask, them, unless the mask manufacturer confirms they have identical fittings,
can't see how you would get a refund, you'd need to elaborate on why the mask locking was generically wrong.
 
jpaul said:
I've used this service on uk purchases - but the T&C's are not specific on whether a purchase from elsewhere would/would-not be covered,
so I haven't risked such a purchase.

for the OP, if he unwrapped/used the mask (especially in these covid time) on a visually different mask, them unless the mask manufacturer confirms they have identical fittings,
can't see how you would get a refund, you'd need to elaborate on why the mask locking was generically wrong.
Click to expand...

I did use the mask for one day but the locking bit was not working and coming loose.
I'd showed the shop pictures of it on my helmet and why it's not working, then they said to me return it for a full refund, But now PayPal involved they a lying about me returning the mask and that fraud I think?

ANDARIAL said:
Name and shame them here m8
Might help some other poor sod from having to deal with this shop in the future :D
Click to expand...
https://www.weapon762.com/

I should just do a Paypal dispute and next time I will without contacting a shop next time so there a proper record of what been said.
 
GothicGhost said:
I'd showed the shop pictures of it on my helmet and why it's not working, then they said to me return it for a full refund, But now PayPal involved they a lying about me returning the mask and that fraud I think?
Click to expand...

As you said, they acknowledge receiving the return, and if they did not give you an address paypal recognise that is their fault
GothicGhost said:
But they said no and wanted only to refund the mask cost and I pay all postage costs plus the 10% discount code they gave me.
Click to expand...

presumably the mask is not marked/scatched, after a days use ? could they resell it ?
they could justify witholding some money on that basis, if you hadn't made them aware, and they were surprised by that.

however since they sent instructions on how to fix the mask, that does seem to say they are aware of the problem, and, themselves,
are admitting it is not fit for purpose, so I would probably stress that point with paypal.
 
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