Faulty Item

[BankFodder]

If it is faulty then it comes under the usual rules about short-term right to reject contained in the Consumer Rights Act. The issue of the item being bespoke only refers to items which are bought online and are being returned under the 14 day cooling off period rules.

The supplier is wrong. If you bought the item within the last 30 days then you should write to them by letter or by email and make it clear that you are asserting your short-term right to reject and that you want a refund. Their terms and conditions have nothing to do with it and are unenforceable.

[BankFodder]

21 minutes ago, afcwben said:

This was bought on linedoes this effect my right?

 

 

Who are they? I can't seem to find them on the Internet – and in any case, why should this affect your right?

 

21 minutes ago, afcwben said:

I emailed the supplier and this is their reply 

 

"This is a hand made and personalised item so it is not eligible for a refund, only a repair. This is standard industry practice and is inline with the consumer rights act."

 

 

 

I've already given you the answer to this.

What was the value of the item – and have you written to them asserting your rights as I have advised?

[BankFodder]

You still have an address my question as to who is the supplier. You gave a name but I can't find them. How about posting a link for us?

Secondly, you haven't given any dates of the purchase and of the date that you asserted your rights.

I think that simply having the basic detail of the story would be very helpful rather than having to tease out of you. Thanks

[BankFodder]

Thank you. Now what about the dates? This is a bit like pulling teeth

[BankFodder]

Also, how did you pay?

[BankFodder]

Thank you.

Well clearly you benefit from the short-term right to reject as laid out in the Consumer Rights Act. You say that you have asserted your right to reject – and they have refused to step up to their responsibilities.

How did you pay?

Because this is a relatively small amount, it would be a bit of a nuisance to have to bring a legal action and might be simply easier to begin a chargeback process if you have paid with a debit card.

[BankFodder]

Okay – very good move using a credit card. Always the best thing to do. However, I believe that you can only rely on section 75 of the consumer credit act if the purchase has been for more than £100. I'm afraid that this means that you won't be able to rely on the credit card protection. I have to say that it's a strange rule – but that is it.

However, you can initiate a chargeback instead of relying on section 75. The chargeback is a voluntary scheme that the banks subscribe to – and although they don't like it, I think most banks are on board.

Get in contact the bank – do it on the phone and begin the chargeback process and let us know what happens. Also I suggest that you put up a scathing review on trust pilot and elsewhere about this company and their attitude.

Of course you have read our customer services guide because you have been with us since 2010 so I don't need to repeat to you how important it is to record your call – do I?

[BankFodder]

It's been pointed out by one of my site team colleagues that a chargeback may not be available on a credit card. I had a look around and got the impression that it was possible – but clearly there is some question over it and you will have to see when you phone your bank. If their first response is that you can't do the chargeback then push it. Be insistent and see if they buckle.

[BankFodder]

1 hour ago, Manxman in exile said:

 

I'd give them an opportunity to do the right thing...  [Edit:  I know, I'm a good natured fool!]

 

Because you've only been here since 2017 – a relative newbie. Just wait until you become calloused and distorted and bitter like the rest of us. (… or like me at any rate)