Cosatto returns policy - what are my legal rights?

[binkyblinky]

Two weeks ago I bought a pushchair from Cosatto. It's the woosh 2 Spaceman one.

I absolutely fell in love with it and couldn't wait to order it. Got it out the box tried it out thought great took my little one for a walk in it, And that's where the problems start!

The buttons on the footrest are so stiff that I haven't got the strength to press them in I have had to hit them to get them in. One wheel keeps locking into place when I'm dry driving it along. It is not supportive and my son is in a slouch position.

I am very unhappy with my pushchair I'm very disappointed because Cosatto Are usually fantastic. I've only used it once outdoors. I contacted Cosatto to explain how unhappy I am with the pushchair, that I can't use it and that my son does not appear to be in a comfortable position. They have refused to refund me for this even though I believe it to be faulty. They have said the moment I took it outside I was not able to return it.

How am I supposed to test an item without taking them out doors? They aren't having any of it. The item was returned and I emailed them with a full list of what I feel is not right with this pushchair. I have now received an email saying it has been tested by a senior technician and it is working perfectly and therefore I must accept its return or it will be destroyed and I will not get a refund. I tried to explain that my son is not sitting in a comfortable position and that I am not able to adjust the foot rest but they will not listen to me.

To make matters worse, I decided to pay for it using Klarna. I have made the first payment and I still have two £75 payments to go. So I am stuck with a terrible pushchair and I still have to pay £150 for the privilege.

I thought that I had a 14 day or is it 28 Day period when purchasing online to return an item if I am not happy with it. I don't want to put my son in it as he is not comfortable and I can't fold The foot rest.

Please, please if anyone has any advice for me please tell me I am really upset I don't have much money and I'm stuck with something that is quite frankly crap.

Thankyou!

You have 30 days to return (as is your right) however it even states on their website 30 day money back guarantee. Alas if you look deeper into their website it DOES say however that they will give the pram a once over to see if it's in tip top condition (not been outside basically). However below it states that this doesn't affect your statutory rights :)

Basically they are fobbing you off. I would get onto them and tell them.

Go have a look on the trading standards website. You have a right to a refund on the basis that it's not fit for purpose. Contact then and they'll be able to give you advice on how to deal with it and exactly what to say.

Thanks so much!!!

www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange/#goods

It isn't clear cut that the pushchair isn't fit for purpose- they say it's fine, you say it isn't. The best thing would be to look for other reviews stating the same issue, then you will be on firmer ground. If it is faulty, the fact you have used it is neither here nor there.

In the meantime I'd ask them to send the pushchair back to you so at least you have one. The buttons might just need some WD40 or similar on them if they are stiff.

Also go into a shop and see if you can try one out in there, or if a friend has one you could compare them. Then you can see if your particular pushchair is faulty and doesn't work as it should.

I just feel upset! This is the first pushchair I've ever bought from new. And it's crap!

I have to say as much as I loved my cosatto because of how smoothly it went along and the adjustable handles, the prettiness of it (can you tell I was sad to see it go lol) the one issue I did have was the position that I found my dc sitting in- and the brake would smack against my steps when bumping it down, causing scuffs.

I don’t think ever I’ve seen a dc sitting in one totally upright as you see with other strollers. Real shame, because they do so much right.

I’d definitely have it returned to you and try again, maybe they’ve fixed the braking issue without admitting there was a fault. Either way, better it’s with you than them

The issue is whether its faulty or how it should be but you don't like it.

Like someone said upthread, look at reviews and see what experiences others had.

My Dsis had a stroller that was a bugger to fold down until it had been used and loosened up.

Sounds to me that you don't like.irt, rather than it being unfit for purpose. They wouldn't be able to sell it now you have taken it outside. Why didn't you go to a shop to try it out?

@LoisLittsLover - Not sure about OP, but with Mothercare gone, not many places to try prams unfortunately. And even then, many models are only sold online and you can't try them.
OP stated why it's not just the dislike, but the actual faults with design as well!

It's not that I don't like it. It's gorgeous! Really lovely design and a clever mechanism to fold it down using only one hand. But when it folds down, it forces the footrest into a folded position. The buttons on this are so stiff that I had to physically hit them to put it back to the right position.

Not only that, but the seat doesn't sit very upright. My son is 15 months old and has the strength to sit up unaided. But in this chair, he can't even pull himself forward, because the seat forces him into a slouching position.

@LoisLittsLover I have two other children with special needs. There's not many places where you can try this one out. It's difficult to get out with all three of them, I have no chance of trying out a pushchair!
I even looked on eBay for sellers nearby to see if I could try theirs. Not much joy sadly.

They probably mean the moment you take it outside you cannot return it as you've changed your mind, and they are disputing that it's faulty, rather than you can't return it if faulty if it's been outside. I had an issue with a travel system and they were really good, how have you contacted them? Email? Phone? I found their Facebook chat actually really good, far quicker responses and I sorted out the return and refund from there.

Yep. Chatted to two people on the phone. It wasn't until I'd taken it out that I discovered the difficulty I would have with the footrest.

That is a shame @binkyblinky as I say I found them really helpful, mine was because I didn't realise there wasn't a window in the hood when I bought it, so fully my own fault but they refunded. The footrest buttons and the one to collapse it do great easier in time, but I appreciate that isn't very helpful for right not. Maybe try emailing and esculating?

Legally, you have the same rights to examine the goods when buying at a distance as you should have if you had gone into the shop in person.

Had you been in a shop, I think its quite reasonable for you to want to take the pushchair outside before committing to buying it.

Had you been in a shop, I think its quite reasonable for you to want to take the pushchair outside before committing to buying it.

I can't imagine any shop letting you do this. They would let you push it around inside the shop but not take it outside.

You wouldn't buy a pair of shoes, wear them outside, take them back to the shop and expect to get a refund would you? This is the same.

You should have assembled the pushchair indoors, practised folding and opening it and sat your child in it for size etc. Only when you are happy to keep it should you actually use it.

I agree with the manufacturer on this one. What are they supposed to do with your returned pushchair, they can't sell it now, when you have assembled and used it outside.

I would keep on at them tbh

I think their customer service has gone down hill lately as a friend has had issues but they have eventually sorted hers out

A few years ago i had a highchair of theirs. It was a wooden one and the colour kept chipping off. They sent a replacement without asking for the first one back and when i still wasnt happy refunded me

You wouldn't buy a pair of shoes, wear them outside, take them back to the shop and expect to get a refund would you? This is the same.

No, its not the same at all, it is reasonable to see how the wheel mech copes with different surfaces, going up kerbs etc...

I think you need to be clear here on the grounds by which you are trying to return the product.

The 14/28 day period is for unused returns if you change your mind and want to return something in perfect condition. It sounds like Cosatto's argument is that it's not in unused condition (which is correct) but...

You want to return the item because it is faulty or not fit for purpose, which doesn't have a defined time limit. You should be entitles to a refund, exchange or repair.

I just checked Cosatto's website and they have a 4-year guarantee too, so surely that would cover it? www.cosatto.com/service-promise/4-year-guarantee

I would call them back and be very clear that the product is not fit for purpose or faulty, and ask them what they intend to do to inspect the product.

Op how are you getting on with Cosatto now?