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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To expect a full refund?

19 replies

redpontipine · 18/09/2021 12:25

Bought a Eufy baby monitor on Amazon for £120 with two years warranty. It's unexpectedly broken for no apparent reason. It is 7 months old.
Eufy support have said they have no stock and will only issue a 70% refund. I replied saying I cannot replace like for like with a 70% refund. They have said this is all they will do and let them know if I want to accept.
Does anybody know what to say back? I am clueless with my consumer rights etc.
Aibu to feel if it is in warranty I should receive a full refund or is this not the case?

OP posts:

BoredatHome321 · 18/09/2021 12:27

If it's in warranty they should fix or replace it. They don't need to refund (I'm pretty sure)

TestingTestingWonTooFree · 18/09/2021 12:30

Amazon customer service have always been really good when I’ve gone to them direct. Is that worth a try?

Original poster

redpontipine · 18/09/2021 12:30

Thy have said they have no stock and are not expecting any to replace it 😕

OP posts:

bettytaghetti · 18/09/2021 12:31

Did you pay by credit card? If so they may be able to advise you.

Original poster

redpontipine · 18/09/2021 12:31

No I paid by debit card and I'll try the Amazon customer service too thanks.

OP posts:

Thehop · 18/09/2021 12:33

If something is not fit for the purpose it was intended within 12 months of purchase you are entitled to a full refund

I returned a car under this legislation.

Ask them for confirmation on writing so that you can go to small claims. They’ll refund.

TakeYourFinalPosition · 18/09/2021 12:38

Your rights here are with Amazon, not Eufy - although depending how far down the line you are, you might now need to deal with Eufy alone.

The legislation is that within 6 months, you don’t need to prove that the fault was inherent - it’s presumed that it was. After 6 months; you may require proof that it’s an inherent fault and not damage, which is usually a report from a competent person.

But, that’s consumer rights legislation that applies to your contract with Amazon - your warranty with Eufy is additional, and as long as it doesn’t restrict your legal rights, they can have whatever clauses they like in that. You’d need to read the documentation to see whether a 70% refund is in line with what the warranty says it’ll provide.

AdobeWanKenobi · 18/09/2021 13:14

They are entitled to make a deduction for use.

girlmom21 · 18/09/2021 13:24

What does that warranty actually cover?

bookh · 18/09/2021 13:30

I had the same with a steriliser bought via amazon. I contacted company. There were not interested. Tried to say I had not descaled it. I had and had only owned it a week. Messaged amazon. Full refund.

bluetoothroboticgrapefruit · 18/09/2021 14:22

I think eufy sell as a third party on amazon so amazon might not help. I'm surprised at their response though because they're Anker and they've always been brilliant support wise. I've had refunds for things without even asking.

ManifestDestinee · 18/09/2021 14:41

@BoredatHome321

If it's in warranty they should fix or replace it. They don't need to refund (I'm pretty sure)

If they can't or won't fix or replace, they have to refund. Not refund at 70%, but in full

mobear · 18/09/2021 15:29

I'd get in contact with Amazon, they're normally fairly good about this sort of thing. I don't think it's worth their while to fight it. You should receive a full refund though.

If you bought it on a credit card you'd also have recourse through your credit card company.

rslsys · 18/09/2021 16:16

If it was Amazon that took the payment, then it is Amazon's problem no matter who fulfilled the order.

trumpisagit · 18/09/2021 17:11

Try to return with Amazon.
I believe all "electronics" have a 2 year guarantee.
I returned an xbox controller to Currys yesterday. They gave me a refund as they had no stock.
Only realised when I got home that they have gone up in price so a replacement would have been better.

WhenISnappedAndFarted · 18/09/2021 17:14

If they aren't going to fix/replace it then they have to refund it in full

alaisnsk · 18/09/2021 17:17

Contact Amazon, I've never had an issue getting a refund for a broken electrical item via them.

Mrsweasleysclock · 18/09/2021 17:21

I also think you should go through amazon. I had a similar thing happen with a hoover I bought on amazon. Hoover refused any responsibility and when I complained through amazon they gave me a full refund. Amazon have always been very good with customer service.

CorrBlimeyGG · 18/09/2021 17:28

The 'advice' from many posters is shockingly bad.

Your rights with the manufacturer depend on what is stated in the warranty. That is the limit of your relationship with the manufacturer (except in cases where negligence causes death or serious harm, we'll assume that's not the case!).

Your rights against the seller come under the Consumer Rights Act. When an item is beyond six months old it is for the consumer to prove that the item is inherently faulty. Once you've done that, the seller can elect to repair or replace the item, or to offer a refund, which may be partial to reflect your usage of the item.

Those are your statutory rights. Retailers can choose to go above and beyond, and Amazon are generally very generous in this respect. I'd expect them to offer a replacement (if they're the seller), or a full refund. Be polite but persistent, Amazon CS staff are usually very amenable.

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