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reasonable returns policy for refund-anyone know?

(6 Posts)
miggy Wed 24-Apr-13 17:48:19

I bought a Karcher steam cleaner from Amazon. It was from a seller but I didnt realise whilst buying it that it would be coming from Germany, only when i received the first email saying how long it would take to arrive. It actually took 3-4 weeks to come, arriving about one month ago.
I have used it three times, yesterday was the third time and it stopped working, its as though there is no pressure to the steam.
I contacted the seller who said I should contact Karche first, which I did. They said that as it was so new I should contact the seller for a return/replacement/refund.
The seller now says that I cannot have a refnd but

"Attached you will find a returns label enabling you to return the item without being charged.
Please make sure it is carefully packed.

I fully understand your rather unpleasant situation but as this is presumably a matter of manufacturers warranty we are bound to send the machine to them in order to be examined and either repaired or replaced.

We want you to be aware that this procedure might take between 3 and 6 weeks and that there is very little we can do to speed things up."

So given the time taken to get to Germany and back and up to 6 weeks repair etc, I could be without the appliance for several months.
Am really unhappy about this but dnt know where I stand legally. Any advice?

LimitedEditionLady Thu 25-Apr-13 00:00:49

You are entitled to a is faulty and therefore you are entitled to a refund because it is not fit for use under the sale of goids act.they have said its presumably a matter of the manufacturers warranty because they are beating about the bush trying to get it repaired so you dont want a refund.they are trying to push the issue out of their hands onto manufacturers when in fact it is THEIR responsibilty for 12 months as they sold it to you.lots of companies do this (basically because they dont want to deal with it and they dont want to lose on refunds)but you need to say "no i do not want it repaired,it is not fit for purpose and it is faulty,i am not satisfied with the quality".i think if you look up the sales of goods act youll find some good stuff to throw at them.dont accept no.its your money and its their fault.

LimitedEditionLady Thu 25-Apr-13 00:07:42

Sorry its 6 months not twelve but definately the sellers legal responsibilty to give you a refund under sales if goods act 1979 as its not fit for purpose.its a doesnt steam.

3xcookedchips Thu 25-Apr-13 10:37:15

If the seller is based in Germany not sure how you will enforce the Sale of Goods Act given this is UK legislation.

Can't you just call your credit card company and tell them to withhold payment as you're in dispute(maybe too late).

miggy Thu 25-Apr-13 10:43:00

thanks guys, yes its the fact that its in germany thats the issue.
Amazon have been fairly helpful, they emailed him to say they thought he should give a refund but he then replied to me basically saying no, he wants to send the item away then see if its covered under warranty.
Spoken to Amazon again today who have said I can file a claim through them but it might not work as have had item more than 14 days.
Have emailed again saying that and threatening negative feedback but not very hopeful!

3xcookedchips Thu 25-Apr-13 11:25:33

You could always make Amazon a party to the transaction and use the SoGA against them. The Germen guy is only doing what other sellers would do here.

I would be a pain in the arse to the German guy and see how far that goes and if Amazon arent hellful, start proceedings against them doesnt cost or take much - they wont wont to have any involvemnent or go to court - I assume you made the payment to Amazon, this might be relevant? it would be quicker to go the amazon route.

Out of interest do Amazon make the seller location info available at point of purchase?

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