Legality on Being Expected to Pay Return Postage for a Warranty Claim

[Deactivated] on 11/03/2019 - 02:34

I recently submitted a warranty claim for my keyboard and it has been approved. They sent me packaging label and I noticed it says that all return costs are to be paid by me and they require tracking and insurance to be paid for as well. This wouldn't usually be a problem but they want me to return it to Taiwan. The shipping costs are going to be ridiculous. Why should I have to pay shipping to return a defective product overseas, let alone having to pay for return postage in general. I even bought the item in Australia, so there is no reason I should be expected to send this item overseas.

Where do I stand? I refuse to pay postage for a defective item.

Poll Options expired

  • 5
    You should pay for postage
  • 45
    The keyboard manufacturer should pay for postage
General Discussion Warranty

Comments

  • ShannonN on 11/03/2019 - 03:07
    +3

    who did you buy it from and what are their terms re warranty on the website, receipt etc? I just sent off my video card to MSY they covered all postage to them, to gigabyte and its on its way to me as we type

    I'd say they at least should cover postage to them, manufacturer maybe not return to you?

  • Bourb on 11/03/2019 - 05:07
    +4

    If you bought the item in Australia, then it's the Sellers responsibility to return the faulty item to the manufacturer.
    The info below is the ACCC Legislation (take particular notice of the last sentence)-

    Because each sale is a contract between the buyer and the seller, consumers are entitled to insist that the seller provide them with a remedy, even if a problem is due to a manufacturer’s fault.
    It is a breach of the Act for sellers to mislead consumers about this right – for example,
    by claiming they can do nothing and that the consumer must contact the manufacturer for a remedy.
    In some circumstances it may be reasonable for a seller to return the item to the manufacturer to establish the cause of the fault – for instance,
    if the good has been used extensively or was purchased some time ago. With technical goods such as cameras or mobile phones the seller may be unable to assess whether the consumer has damaged the good in some way.
    In these circumstances, the seller should arrange delivery of the item to the manufacturer.

  • whooah1979 on 11/03/2019 - 06:38
    -8

    It depends on good and from where it was purchased. A washing machine from HN and HN pays for the return shipping. A keyboard from HN and the buyer pays for the return shipping.

    This thread may help.
    https://www.ozbargain.com.au/node/440786

    • Gotchas on 11/03/2019 - 07:44
      +3

      Gerry is that you?

      • whooah1979 on 11/03/2019 - 11:42
        -2

        Garry would tell you the same.

        It sounds like op has a RMA which requires that the good be returned to the manufacturer. The manufacturer in this case is located overseas.

  • holdenmg on 11/03/2019 - 07:32
    +4

    Returning something?

    Pay with your PayPal account and we can refund your return shipping costs if you need to send anything back – up to $45 per return and 8 returns each year.
    https://www.paypal.com/au/webapps/mpp/returns

    • techno2000 on 11/03/2019 - 11:15
      +1

      Yep I got an item from china which came under "Item not as described".

      Paypal has asked me to return it to sender.

      I will claim those postage charges later.

    • [Deactivated] on 11/03/2019 - 21:27

      I don't think they cover purchases that were made 1.5 years ago?

  • try2bhelpful on 11/03/2019 - 07:52
    -5

    In theory the keyboard return should be funded by the seller but, given you bought it overseas, your legal remedy is limited. As others have said, something like using PayPal as the payment method might give you relief but what you are seeing is 101 on why you buy from a bricks and mortar store, or at least an Australian one. Best of luck.

    • [Deactivated] on 11/03/2019 - 08:12
      +17

      given you bought it overseas,

      I even bought the item in Australia

      try2bhelpful

      Lol 😁

      • ronnknee on 11/03/2019 - 08:47
        +3

        try2read

      • try2bhelpful on 11/03/2019 - 11:51
        -3

        I would like the definition of what they meant by "bought in Australia" then; given it needs to be shipped back to Taiwan I don't call that bought in Australia. If they have an Australian address I would insist on shipping it back to that address then.

        • whooah1979 on 11/03/2019 - 12:00
          +2

          OP's story is missing a few key details like retailer name and why op chose to contact the manufacturer for a RMA.

          • [Deactivated] on 11/03/2019 - 21:28

            @whooah1979: Don't want to post the retailer name but it's an Australia retailer operating on the East cost. I chose to contact the manufacturer because that's what I do for all my RMAs. This is the first time I've been asked to pay for postage.

        • try2bhelpful on 11/03/2019 - 20:33

          Negatives but no challenge to my issues, typical.

  • Fergy1987 on 11/03/2019 - 09:41

    Tupperware seems to think you should pay for it - so its not that uncommon.

  • HighAndDry on 11/03/2019 - 09:45
    +3

    I recently submitted a warranty claim for my keyboard and it has been approved.

    Submitted to manufacturer or the retailer?

    Your ACL rights are against the retailer. Manufacturer only needs to (relevantly in this case) abide by the terms of their own warranty, which could include you paying for shipping.

    • rompastompa on 11/03/2019 - 09:50
      +4

      I was about to write the same thing.

      It looks like they've submitted warranty to the manufacturer, not the retailer.

      Take the goods back to the retailer and say that it's the fault has been accepted by the manufacturer, and ask them to repair/refund/replace.

  • Melb69 on 11/03/2019 - 10:12

    We have had an issue with an Aus purchased item at end of Oct 2017, is over 15month old. Its a Thrustmaster steering wheel that was about $400. Not used everyday, so very disappointed not working. Not powering up, and being able to link to computer. We have tried another computer as well.

    Do you think there is any claim for that? We are trying a new breakaway cable to test if that is the issue. If its not that, its either the rest of the USB cable or something in the unit. We have tried all the things from Thrustmaster CS. The Aus seller, just asked for details to record fault. But no assistance from them. Was a reputable seller from my understanding.

    Assume we will need to pay to send it back to retailer to check. They are in Sydney and we are in Melbourne. So wont be cheap.

  • GangGang on 11/03/2019 - 10:42

    Never heard of paying postage to return, let alone another country.

    I'd read the T&C from the company.

  • [Deactivated] on 11/03/2019 - 21:29

    Seems like the general consensus is that I should return it to the retailer I bought it from. Will try and do that and quote them the RMA number that the manufacturer has given me. I'll update this thread if necessary.

    • whooah1979 on 11/03/2019 - 21:40
      +1

      quote them the RMA number that the manufacturer has given me

      Try and contact the retailer, but don't tell them that you've a RMA. Tell them that the good is faulty and that you would like them to provide a remedy in accordance with the ACL.

  • festivalmayhem on 14/03/2019 - 13:01

    I recently returned a MUK curling wand under warranty and managed to claim back the return postage costs after the fact. They laughed it off initially but when I reminded them or their obligations under ACL rights, they pretty quickly paid it.

  • User210686 on 22/06/2021 - 10:24

    Seller (DeviceDeal) asked me to return a faulty Arlo item (solar panel) to them for a replacement. Am I responsible for shipping cost?
    ACCC is a bit ambiguous here https://www.accc.gov.au/consumers/consumer-rights-guarantees… saying "You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts."

    The item costs about $80-100 and shipping cost is probably going to be 1/4 or 1/5 of that. I asked DeviceDeal about the postage but they ignored my question.

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