I have an interesting situation that happened recently.
I purchased a pair of timberland boots from a fairly well known online retailer. They were on sale at about half price. Boots arrived and were scratched quite deeply in one area. I contacted the retailer requesting an exchange and confirmation that I would not have to pay return shipping as they arrived in faulty condition.
A representative responded to my email saying she would organise a replacement to be sent to me immediately and that I just needed to keep proof of postage and send them a copy and they would reimburse my return postage costs.
Before I had a chance to get to the post office I got another email saying that there were no more of the boots in my size in stock and the retailer would be issuing a refund and I would need to return the boots. I wrote back asking if, instead of a refund, the retailer would cover the cost of repairs. Unbeknownst to me, a refund had already been issued.
I contacted the retailer once I discovered the refund and was told that because the refund was issued I have to return the boots - a partial refund to cover repair costs was no longer possible.
Given that I only paid half price for the boots to start with I would rather just keep them with the scratches and pay for them to be polished than to have to return them and end up with nothing. However this is apparently no longer an option (according to the retailer).
I at no stage requested or authorised a refund - I only ever asked for an exchange.
I am disinclined to return the boots, though I do not feel right keeping them now that a full refund has been issued.
Am I in any way obliged to return the boots?
The retailer is UK based. The boots were around $175 on sale and not a common style (hence my reluctance to return them).
Thoughts/comments?
Ask if they are ok with you keeping it. Would they sell it again (if they got it back) knowing that it is damaged?
Yep They should have asked you before the refund.