Can I get a refund on a faulty product?

Question

I bought a camera from a shop over a month ago. There was a problem with the display for which they said they would replace. I've asked several times about a replacement but each time have said they have have none in stock. Now that I've suggested I would like a refund they've phoned me up and tell me they have one to hand.

I think perhaps I'd like to purchase the same model elsewhere as I've lost a little faith in the service.

Am I entitled to a refund?

(Incidentally, this relates to a UK purchase in case there's any discrepancy within the law of other countries.)

Answer 1

yes you are entitled to a full refund, take the camera into the store with the receipt and explain the issues, and dont leave without your money.

As the item is faulty, you are entitled to your money back, or a brand new camera, not a replacement part.

Answer 2

if you buy an item from a shop you are basically recieving a service from them.as they sold you the camera which was faulty you should be able to claim a refund as long as you notified them early enough although i doubt the shop will acknowledge this! each time you called or visited the shop about the replacement part did you get the servers name,its always handy to have this info...always log calls as well. if its to late now why dont you try if its a largeish company to write to headoffice explaining the poor service you have recieved and the dissapointment you have had to put up with due to staff incompetence,i.e lack of knowledge and therefore promising you a replacement service that didnt exist.keep it polite and list everytime you spoke to someone regarding this matter and what you were told.say you have been greatly inconvienienced having to keep contacting the shop involved and have had a camera ,which was paid for but of no use to you due to their failure to replace the part in a reasonable time. therefore you have lost faith in dealing with the company and would like to return the camera(free of charge) and get a full refund.

also ask them for an apology for the stress  and call charges (phone) you have had to put up with due to their inapproriate sales and service.MAKE A COPY OF THE LETTER you send them and ask them to reply to you within a reasonable time scale. might work so worth a try. ive done it with a mobile phone contract and it worked so good luck and keep us informed on your progress if any.if this has no effect tell them you will not let it rest and will be taking it further.  clare

Answer 3

Then ask them to change the unit. If its faulty or they offer to get one at a later date, demand your money back immediately. If they refuse ask them to put it in writing as you intend to contact the office of fair trading.

Answer 4

i would say you are entitled as long as you asked them for it within a month od purchase as after that most warranties run out im afraid.

Answer 5

You are entitled to a refund if it goes wrong in the first month which it has,  you have to go in there and tell them that you know your rights and you are entitled to a full refund and you want it now,  do not accept a credit note tell them you want the cash.  

They may try to fob you off because it is now over a month, but you tell them you have been trying to sort it out since before the 30 days was up and it is their fault that it is now more than a month.

At the end of the day you may have to tell them you will take legal action against them unless they give you a full refund,  but you will get it,

I brought a mobile when was 16 and PAYG was just out it was many months before I took it back probably 6, they didn't want to give me a refund but I told them I knew my rights and I want a refund so they offered me a refund minus the free credit supplied with the phone.  I told them free credit is free credit and demanded the full refund and got it,  now in this case I wasn't entitled to a full refund because it was gone a month but the shop keeper didn't know that.  But you are withing your rights they have forced it passed the 30 days with false promises demand your money back

Hope this helps

Answer 6

If you first brought the fault to their notice within 28 days then yes. They should have put it on their records. Your consumer rights on most electrical products mean that you can get a replacement after the 28 days but with in 1 year of purchase, & a full money refund if requested within the 28 days. Go back to the shop, armed with any paper work they may have given you since you first complained, include dates that you visited the shop to make your complaint & the date they telephoned you. Inform them boldly that you are aware of your consumer rights & should they not rectify the problem to your satisfaction you will inform trading standards of their bad practice. By rights, if at the time of purchase they did not have your make & model available, they should have offered you another make/model of the same spec, even if the other would have meant that they lost out financially. Put your foot down & tell them exactly how you feel they have messed you around & how you want the situation to be rectified. Good Luck. x

Answer 7

if the camera worked when you first bought it (even if its for 10 minuets) then they legally don't have to refund it but most retailers will do it anyway because it hurts their business if they don't.

Answer 8

If they sold you a faulty product to begin with, and subsequently failed to provide you with a replacement even though you had asked for one, I think it's reasonable to politely but determinedly ask for a refund. Whether the law forces them to, or not, it should really be in their interests to keep you happy in the long run, and concede that they haven't treated you well enough this time round.

Answer 9

Under the consumer protection act they must be given three atempts to correct the fault, next step replace the item, or a refund.

Answer 10

Well it shouldn't matter what country you're from. All electronics should come with a warranty. See if the shop will take it back if not, call the company.