To expect a refund / replacement

[Tulpenblue]

I purchased a buggy footmuff from an online baby supply company with stores in Manchester / Bolton / Bury. It was delivered before Xmas but my baby was still in pram then so have been using only 3 weeks.

Last week as zipping him in the zip broke and the teeth came apart. I can't zip it up properly anymore and it flaps around in the wind.

Yesterday I requested a replacement or refund and was told no the zip was subject to 30 day warranty (this info not in their t&cs I should add). Customer service on phone told me they couldn't be sure that I didn't break it. Or the 'weight' of the baby broke it. I am furious and feel totally ripped off.

AIBU to think this is totally ridiculous. If a zip broke on a jacket or coat within a few weeks of use the shop would surely replace my item!

Items must last a reasonable period of time. The 30 days thing is statutory for online sales and within that time they must refund you. After 30 days, and within 6 months then you need to give them one opportunity to repair or replace it. After that they must refund you.

If you go to Google and search "item broke within 6 months" there is a which article as the first result which talks you through your rights and what to do.

Thank you. I'm aware I'm entitled to a replacement but online4baby are insisting they will do nothing for me.

What's the best way to pursue it?

Contact their ceo if you can.

Tell them that you will go to Trading Standards if they dont refund you by a set date.

Good idea. I've just tweeted them. I'll see if I can find an email for someone up the ladder a bit

@UpstartCrow I emailed them yesterday and told them I'd take them to small claims court. I was hoping they'd have come back to me after that but nothing!

It's trading standards you want to go to; CC the companies customer service into the email if you want, so they will realise you've escalated it and be more likely to take quick action.