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How do internet purchases work if product faulty?

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Cookie Monster's picture
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Joined: 25 Jan 2010
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Hi,

Many of the shops i look at for purchases are some distance from where i live.

If i purchase a product and it goes faulty within warranty then how does that work?

Worried that i could end up spending a fortune in postage.

Looking to buy a Yamaha YSP-2200 but can't find anywhere near Stafford to purchase one.

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Binman's picture
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Re: How do internet purchases work if product faulty?

From experience:

Amazon - purchased a baby monitor which went wrong, Amazon sent me a pre paid bag to send it back to them

Dixons - purchased a Laptop which went wrong, Dixons gave me the number of Samsung, who asked me to either drop it off at a local service centre or they would send a courier.

Tesco - purchased a vacuum cleaner which went wrong.  They arranged for a courier to pick it up, and then they delivered it.

So, from my experience the larger retailers seem to not charge postage, and often refer you directly to the manufacturer. 

audioaffair's picture
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Re: How do internet purchases work if product faulty?

This is a good question. When buying over the internet you are covered both by distance selling regulations as well as the sale of goods act rather than only the latter when buying in store. Although the former only covers the first 7 days it's worth bearing in mind.

In terms of the actual warranty, a free collection/redelivery service can actually makes it cheaper buying online in the first place as you don't need to drive back to the store, pay for parking (not to mention the time cost). Having said that, its useful buying from a bricks and mortar retailer with a store as you have the comfort you can physically go back to the store if you want to.

In many cases, it's worth checking the warranty procedures for the retailer you visit along with the warranty period information to be sure before buying.

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Nick Slater (Store Manager)

AudioAffair, now including Faithful Audio

Joined: 28 Apr 2008
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Re: How do internet purchases work if product faulty?
audioaffair:

 When buying over the internet you are covered both by distance selling regulations as well as the  of goods act rather than only the latter when buying in store. Although the former only covers the first 7 days it's worth bearing in mind.

I think you should elaborate on that statement for the purpose of clarity.
athenry's picture
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Joined: 9 Jan 2010
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Re: How do internet purchases work if product faulty?

Only ever had a problem with one item - exercise bike from Argos which went phut about 6 months after purchase. One phone call and the van arrived two days later to uplift the old one and drop off a brand new one. Excellent service.

Oh and I suppose Tesco online - any problems with groceries and they'll sort you out, no problem at all, usually exceeding reasonable expectations. Again, excellent.

the record spot's picture
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Re: How do internet purchases work if product faulty?
Ravey Gravey Davy:

audioaffair:

 When buying over the internet you are covered both by distance selling regulations as well as the  of goods act rather than only the latter when buying in store. Although the former only covers the first 7 days it's worth bearing in mind.

I think you should elaborate on that statement for the purpose of clarity.



If buying on the web, you can return an item within 7 days back to the retailer. You can open the goods and inspect and use within reason (the retailers out there who say items can be refunded if unopened are talking b0ll0cks and are flouting the legislation). Attached below is a link to the guidance from the OFT and the bit of specific interest is rule 3.58 on page 28.


http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf


Of course, if the product is faulty, different legislation applies and you can return within 28 days (I think) and request a replacement, beyond 28 days, the retailer is within their rights to send the item off for repair. Some, however, will offer you a straight swap for a new one, depends on their approach. Hope that helps.

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Lee H's picture
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Re: How do internet purchases work if product faulty?

Essentially, distance selling gives you 7 days to check the product and inspect it as you haven't been able to see it before purchase. When buying from a physical store, you have had the chance to see it and should know if it's suitable. 

It's worth pointing out though that this is for "change of mind" rather than faulty goods. Faulty goods are covered under different legislation as you have various statutory rights. 

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audioaffair's picture
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Re: How do internet purchases work if product faulty?

Distance selling regulations allow you to return any item within 7 days for any reason for a refund. Beyond that date, you are only covered for a return for refund if the retailer offers some sort of money back guarantee (as in the case of many high street stores who offer 28 day or 30 day return policies).

It's always worth reading the small print though to check if a money back guarnatee is offered and/or if this covers the product being purchased.

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Nick Slater (Store Manager)

AudioAffair, now including Faithful Audio