I bought something online recently, and received a faulty product.
Customer service has said they can give a replacement, but I must send in the product at my own expense.
Is this legal? It seems unfair I must pay around $15 more because of something that was not my fault.
I don't want to give them any publicity, good or bad.
Common practice on eBay, one of the downsides to buying cheap online vs b&m especially if the item had free shipping!
Wasn't on eBay, but that's certainly something to be aware of from buying from them also.
It seems unfair, but I think it the same if I had bought a laptop from a retail store. I would have to use my time and petrol to exchange the faulty item for a new one.
I would have to use my time and petrol to exchange the faulty item for a new one.
Unless you live at the post office, you would still have to drive there anyway.
Their business model likely relies on it being too costly to make returning the product worthwhile.
Exactly what I thought after reading their customer service reply. My item cost $40… they're expecting me to pay nearly 50% more than the original cost price to get a non-broken one.
ACCC says you don't have to pay if the cost is significant. Seems significant to me! I'd file a Paypal claim if that's how you paid for the item.
Thanks for the link! I guess that's the next step.
I've never filed a paypal claim before and am unfamiliar with the process… can I just claim for part of the order cost? I ordered multiple items at once and would only want the money back for the faulty item.
Once you log into Paypal, the process is pretty self-explanatory. You have to cite the amount of the claim (in your case, the cost of the faulty item only). If the seller doesn't come to the party in a reasonable manner or time-frame, you can escalate the matter through the Paypal system.
Paypal are not going to force seller to pay return postage.
Final resolution from paypal always: Buyer must return item in 10days and provide valid tracking id. Paypal never mention who is going to pay return postage, at the end if you fail to provide tracking within 10days, you will lose the case. end of story!
You buy online, thats the risk. Just take it as a BAD LUCK.
Imagine you bought from Kmart, cost you train/bus fares $10 but its faulty. so you have to go back to Kmart and cost you another fares. Will you ask refund for those fares ?
Its something that has to be considered when purchasing goods, saving money in initial price may not work out cheapest in the long run. Mind you the amount of items you buy vs the ones that needing to be returned should be pretty low, so even if you lose out on one item you may be in front still.
well it really depends on the supplier and i believe it is legal.
Can you share the company's name?