Catch Returns - Passing Me off to a Third Party Seller?

tunzafun001 on 03/01/2019 - 16:36

Hi all,

My partner bought an inflatable paddleboard from Catch for me for Xmas. To cut a long story short, it is rated to 100 kg, tried the exact same board with me at 80kg and it's rubbish. Plenty of reviews that say the same. It's 22cm skinnier and 2cm less depth than the Aldi equivalent board (which I am now happily using). The box has a picture of a small girl on it, which suggests to me it should be advertised as a kids board.

So it's still wrapped un-open and I contacted Catch for a refund /return as the product isn't fit for it's advertised purpose.

Catch said they need to get in contact with their 3rd party seller "Ozsale" for approval of a refund, await an email and then deal with them.

Simply, this should be Catch's problem I would think?

Also, I still have no idea re return postage. Do I organise my own courier? All seems a bit dodgy.

General Discussion

Related Stores

Catch.com.au
Catch.com.au
Marketplace

Comments

  • foxmulder on 03/01/2019 - 16:41

    Catch in your case is just the marketplace, you deal directly to the seller. For item not as describe seller pays for postage return.

  • Ocker on 03/01/2019 - 16:47
    +1

    Depends on who charged your credit card in payment as this will determine who was your counter-party to the transaction, and therefore who is legally liable to accept the return

    • Third_Gear on 03/01/2019 - 18:59

      Catch processes the payment.

    • tunzafun001 on 04/01/2019 - 00:32

      Good point.Thanks

  • qwerty on 03/01/2019 - 17:02

    Change of Mind Returns
    The following clause applies to goods sold by Catch.com.au only. Sellers may have their own policies and procedures in relation to change of mind returns.
    We cannot refund or exchange goods for change of mind or errors you made in your order. We may, at our sole discretion, allow a return for store credit or exchange product on a case-by-case basis, provided that the item in question is:

    returned within 28 days of order;
    not used or worn (with original tags and/or packaging);
    in a resalable condition; and
    not damaged in any way.
    We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
    If we allow a return in these circumstances, we will ask you to follow our returns process.
    We may provide you with a product exchange or store credit only when we receive the returned product. You are responsible for payment of return postage on your order. Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks, swimwear and adult toys due to hygienic reasons. Remedies for defective goods are still available. Under no circumstances can we accept change of mind returns for digital access codes or downloadable software.
    top

    Problems with your goods – contacting us
    If you have a problem with your goods, please contact us via the Help Centre. We will investigate your issues and advise you whether your product may be returned and, where required, provide you with instructions on how to return your goods.
    For goods purchased from an independent Seller, you may contact the Seller directly through My Orders, clicking on the Contact Seller button. We will otherwise assist you to contact the Seller if you contact us.
    If your goods still have a valid manufacturer warranty, we recommend you first contact the manufacturer in relation to any fault or defect, however, you may still contact us.
    Once an item is returned we will either inspect your goods and investigate any claimed defect or in some cases, send the goods to third parties for assessment and/or repair. Where applicable we provide a remedy in relation to your goods.
    If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.
    Refunds will be issued using the payment method used for purchase. Store credits will be issued to the account used to purchase the goods.
    We aim to process refunds and replacements within 28 days of receipt by us of the original product, however, depending on your item and the number of returns in our system, this may take longer.
    In the case of goods and/or services redeemable through a third party provider, the refusal of a refund or Store Credit does not prevent you from seeking a refund directly from the provider.
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    These are the terms your partner agreed to when buying from them

    • Diji1 on 03/01/2019 - 17:25
      +2

      Terms don't mean anything, it still comes under ACL.

      • qwerty on 03/01/2019 - 20:33
        +1

        What under the ACL did catch do wrong in this case that the ACL would benefit op ?

        Catch isnt a retailer in this case but an online marketplace and the 3rd party seller is the retailer.

      • whooah1979 on 04/01/2019 - 06:18

        This a change of mind. The ACL allows the business to refuse a return.

        • Banj0 on 06/01/2019 - 11:15

          Oh I dunno, sounds like it wasn't suitable for the purpose it was advertised for. Doesn't sound to me as though it's really a board rated to 100kg.

          Marketplace sellers though… shrug

      • snook on 24/01/2019 - 18:38

        I bought something once and the store referred me to the seller and refused a refund. Fair Trading (NSW) made them give me my money back.

        Doesn't matter where the item comes from, the person/company that sold it to you is responsible for it. Catch sold it, they processed the payment.

    • Koalabeer on 23/12/2023 - 14:20

      Wonder what happens if refuse delivery ? Retuned refunded

  • FireRunner on 03/01/2019 - 17:04

    The item was sold by a third party seller. Its not dodgy. If you bought something from a third-party seller on Amazon, things would need to sort it out with seller and not only Amazon. Likely postage will be organized, just wait for response.

  • coxjon on 03/01/2019 - 17:06

    This happened to me once, incorrectly advertised from a marketplace seller. The refund went smoothly and catch gave me a month of coin catch too.

  • whooah1979 on 04/01/2019 - 06:16

    So it's still wrapped un-open and I contacted Catch for a refund /return as the product isn't fit for it's advertised purpose.

    The item is unused and still in the original packaging. This is change of mind return. The store isn't required to accept a return for a refund.

    • tunzafun001 on 04/01/2019 - 11:15
      -1

      No its not a change of mind. I still want the correct product. Its a kids board, and not advertised accordingly. In fairness the manufacturer don't plug it as a kids board. They simply say a 100kg person. But it wont hold 80kg, let alone 100kg. Therefore, its not fit for the purpose (and its sole purpose) of keeping me bouyant. But this isn't my problem. Catch etc should be sending them back to the manufacturer for proper labelling.

      Well recognised as a dud on net. Mainly sold by Anaconda. Its not a dud though, if you are a 60kg or less kid! But rating it at 100kg is false and misleading.

      Again, luckily I could try another one of these exact boards, so this one is still sealed.

      P.s 24hrs. No word from ozsale

      • snook on 24/01/2019 - 18:40

        Ozsale NEVER gets back to you. Complain on Product Review and there might be some joy … but stil, Catch sold it to you NOT Ozsale. Ozsale only delivered.

        • tunzafun001 on 24/01/2019 - 19:15
          +1

          They did eventually get back to me and accepted the return..BUT haven't heard anything since sending it away 2 weeks ago!

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