Am I right to expect a refund of postage?

[YenneferOfBattenberg]

Brought an electrical product via Kickstarter campaign. It is faulty (stopped working after just a couple of uses) and I have asked for a refund from the company. They have eventually refunded the cost of the product (~£100), but not the original postage costs (£20!).

Am I right in thinking that the should refund the postage too, given that the product is faulty and if so, what bit of legislation should I quote at them?

The company is American, if that makes a difference, and the £20 postage was the only option (i.e. I didn't select a more expensive/faster service).

I have Googled, but I'm struggling to pin point what I need to say/quote back to them.

Or am I in the wrong here and they're entitled to keep the postage costs? When I queried it, I got a response saying "The postage costs were used to deliver the product and are non-refundable".

Thanks in advance!

In Australia, which has strong consumers law, we are entitle to refund for product but not postage, even when you send back a faulty product, postage is still on you.
It is up to the company.
Not sure about US

Did it come from America or are they UK based? In the UK postage costs should be refunded but US rules may differ

I've just had a look on the website and I'm actually really confused now. I thought it was US based but the have UK offices. Registered in Feltam. However the product itself definitely shipped from outside the US.

The website does clearly state if you change your mind and want to return the item then the postage is not refundable, but it does't talk about if an item is faulty.

If it’s Kickstarter based, presumably the reputation online is important to them? Start tweeting?

What address was it returned to?

www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

@dementedpixie they haven't asked me to return the faulty unit.

Thanks for the link, I'll check it out.

If they are selling in the UK they have to adhere to UK law, which in this case is the Consumer Contract Regulations 2013. Point that out to them.

Still no joy with this - I have asked them to clarify why they aren't complying with the law and they just keep repeating that postage costs are non-refundable.

I have done a bit of digging and it appears that the parent company is based in Latvia, not the US. Not sure if that makes things better or worse.

But I have asked them for details of their complaints process now as I CBA dealing with customer services, who seem incapable of providing an adequate response.

I have also reported the part of the company that is based in the UK to trading standards.

As they haven't asked for the faulty product back (and seem to have no interest in quality control as they haven't been interested in investigating the fault), I am considering flogging the replacement brush heads on Ebay to make my £20 back, but I don't want to do that until I have ensured I've gone through all the official avenues.

I'm also going to tweet them if I can, as suggested above.