To think this returns policy isn't fair?

[ProtegeMoi]

Bought a nexus 7 tablet from google play for my DD at Christmas, 5 months later it won't hold a charge so I contacted them.

They said they will replace it no problem but they want me to pay for a replacement device then they will refund me in 21 days once I've sent the faulty one back and they have checked it.

I can't afford to do this so I instead said I will send them the faulty one first and wait for the, to receive and check it before they send me the replacement but they say they can't do this. There is no way of replacing it unless I pay for a new one.

This can't be right surely, its not very fair that you are being conned out of your consumer rights because you can't afford £150.

I said if they can't replace it without me paying then I will have a refund but was told you can't have a refund after 15 days so its too late.

Now I have a faulty tablet and no way of getting it sorted as have no money. Dosnt seem fair.

Thanks.

I have emailed again stating what the law says and asking that I send it to them for replacement or full refund. Lets see what they come back with.

What's the next step if they still say no? Who regulates these things?

Hi as far as i know from experience in retail they cant fob you off to the manufacturer they are responsible for what they have sold for twelve months.When you purchased from them that created a contract with them as the seller so its them that have the responsibility to ensure that the goods are fit for purpose etc.Stand your ground with the holding your money,complain.higher and say you will not be penalised and lose your rights as a consumer for not having further funds to put on hold.You bought in good faith that the product would be in good working order and you do not buy products from reputable firms and expect to be treated like this as it is not common practice.i dont see their issue with you posting the one you own off and not using their property.you could surely just insure the parcel and record delivery and bobs your uncle?arkwards twonks.

Well still no solution!

They have now offered a refund but have told me they will charge a 15% restocking fee :(

Now in the process of arguing that as well, how can they charge me a fee when they supplied a faulty device, its a common fault so they must be aware of it.

No one had a clue at all, they tell me they have never heard of the sale of goods act and are making me fight for every little thing.

Personally I'd now be writing to them giving them 10 days to offer you a full refund (with no 'restocking fee') or you go to trading standards with no further discussion/correspondence/warning from you.

Send the device back, special delivery so they have to sign for it.

this is your next port of call. A small fee and the court will sort it out for you.

Did you pay for it by credit card? If so, the Consumer Credit Act is your friend - the credit card company are jointly liable with the retailer. If you go to them, they sort the refund and then chase the retailer for it. I've used it twice when suppliers have gone bust (I always use my credit card for big purchases to get this protection) but it works for faulty items too. Info below.

www.money.co.uk/article/1003471-how-section-75-of-the-consumer-credit-act-protects-your-credit-card-purchases.htm

No I didn't sadly, it was my bank card.

It looks like I will have to do the small claims, can't believe how much they are making me fight for this.

Can you claim the cost of the small claims court back from them if you win?