Refund issue with faulty product

[GothicGhost]

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.

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.

Shops sales helmet image.

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.

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.

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

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]

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]

I'm just thinking I am going to get screwed some how in the outcome

 

[GothicGhost]

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.

 

[GothicGhost]

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.

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?

Name and shame them here m8
Might help some other poor sod from having to deal with this shop in the future

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]

I left a review on trust pilot then left one last message on Facebook chat as the boss talked to me on their last time and the result is this.

He also said after he will the shipping amount.

 

[GothicGhost]

UPDATE
I left a review on trust pilot then left one last message on Facebook chat as the boss talked to me on their last time and the result is this.

They also refund the shipping cost.