Buying online - 30 day's right of return?

[BillyPilgrim]

Originally Posted by JennyS

Billy - the camera was purchased online from southern Ireland ....

HI Jenny - I should have noticed the SW Ireland in your location...!

I just had a look at the Pixmania website and I agree it is very confusing. You even need a login to see some of the Terms and Conditions.

However I did find this. Don't know if you've seen it but it clearly (I think) states that you are entitled to a refund for up to 12 months if your goods develop a fault. I know yours was faulty when you received it but if they offer this for goods that become faulty over a 12 month period then surely yours is covered?

Not sure what the 2nd sentence (in bold) means though?

"2. Refund if your product develops a fault in the first year:

This service is valid for a year on all faults that are not covered by legal conformity guarantees concerning latent defects.

Only one refund can be issued.

If your product develops a fault following the date of purchase, you have 12 months to request a refund to your Pix Piggy Bank on the site PIXMANIA. You can use the refunded amount to purchase something else.

The product must be returned to Pixmania in its full, original packaging (with user guide, cables and CD-ROM, etc.), so technical tests can be carried out within 15 days to identify the cause of the fault. If, after testing, the fault is identified as not being covered by the warranty (because it shows signs of shock, oxidation, wrong use, etc.), no refund will be issued.

An invoice will be issued by the manufacturer; if you refuse the invoice, you will be requested to pay administration fees. If you agree to the invoice, you will need to send the required amount to Pixmania by bank transfer.

In the event where your refund request is accepted by our service, the total amount you paid for your order will be credited to your Pix Piggy Bank within a few days.

The amount credited will be equal to the value of your product excluding shipping fees. You can use the credit to purchase any of the products from Pixmania’s catalogue and may be used on several orders. If the value of the replacement order exceeds the amount credited to your Pix Piggy Bank, you may make up the different using your preferred payment method.

To return your product or request a refund, you must contact Pixmania’s After-Sales service from Monday to Friday between 9 a.m. and 6 p.m.

- on 0844 369 0372 (calls charged at a local rate when using a landline phone)

- or by e-mail through the “contact us” section available on the homepage of PIXMANIA.

Our customer services team will give you all the information you need to return your product."

[JennyS]

However I did find this. Don't know if you've seen it but it clearly (I think) states that you are entitled to a refund for up to 12 months if your goods develop a fault. I know yours was faulty when you received it but if they offer this for goods that become faulty over a 12 month period then surely yours is covered?

Hi Billy, unfortunately thats only if you paid the extra money for their 'Zen engagement' deal .....which I didn't.
I think the bit in bold is covered by their Article 1641 (French Consumer Code)

- or by e-mail through the “contact us” section available on the homepage of PIXMANIA.
Our customer services team will give you all the information you need to return your product."

I could make some very, very rude comments about their response (or lack of) to several emails asking for help and clarification of terms.
The one reply I did get gave a link with broken coding so I kept getting 'Page not found' and it was a 'no-reply' email too.....

Tempted to conclude this is all rather deliberate on their part

[BillyPilgrim]

Originally Posted by JennyS

Hi Billy, unfortunately thats only if you paid the extra money for their 'Zen engagement' deal .....which I didn't.
I think the bit in bold is covered by their Article 1641 (French Consumer Code)



I could make some very, very rude comments about their response (or lack of) to several emails asking for help and clarification of terms.
The one reply I did get gave a link with broken coding so I kept getting 'Page not found' and it was a 'no-reply' email too.....

Tempted to conclude this is all rather deliberate on their part

I agree about it being deliberate. When it comes to anything other than sales the site degenerates into a maze of confusion

You could try doing a few web searches to find out other customers exeriences. You never know it might turn up something.

If nothing else works then I suppose you can still fall back on the manufacturer's warranty and get it fixed? At least you might get better service from them.

[pressld2]

Originally Posted by JennyS

Its possible that I'm totally thick but I've learnt a useful lesson today, which is to never buy from Pixmania again .......... is there anyone else out there who's had problems trying to return items to them?

Not with returns, Jenny, but I had a dreadful experience with them and they are on my "bus of hate", upstairs front seat, heading towards the low bridge...

See this post from June 2007: Camera Shops

Dave P.

[Paul mabbott]

Under EU regulations you have two years, at least, to claim refund on faulty goods.

Two-year warranty loophole (EU law) | This is Money

Originally Posted by JennyS

Thanks for all the replies and the useful link.

There's a focus error with the camera (Ricoh GR2) that's apparent when viewing photographs of small flat objects like crustose lichens at 100% and I want a refund rather than a replacement.

I emailed them asking for help on Friday when I couldn't access the Returns page but haven't had a reply.
After spending a couple more hours today trying unsuccessfully to get to the Returns form using Firefox it occurred to me to use Internet Explorer () instead and I finally got through to the next stage.......
I gave my reason for return, quoted their Article 1641 etc and got through to the next page ...... which had no option for a refund.

Sometimes over the past two days when I've accessed their 'Terms and conditions' number 10. Right of Retraction says within 15 days for repair, replacement or a refund (as Pixmania vouchers)
And then next time I hit the link it says within 7 days with no mention of refund

Its possible that I'm totally thick but I've learnt a useful lesson today, which is to never buy from Pixmania again .......... is there anyone else out there who's had problems trying to return items to them?

(An awful lot of this post got edited so it might not make too much sense, but I was on a rant so I hit the delete button!)

Billy - the camera was purchased online from southern Ireland ....

[John D]

Originally Posted by Paul mabbott

Under EU regulations you have two years, at least, to claim refund on faulty goods.

Two-year warranty loophole (EU law) | This is Money

There was a discussion on TV only last week when the EU Regulation was stated by an expert on Consumers Rights and the Sales of Good Act and it was in line with what Paul has stated.
Certainly worth checking, try Citizens Advice, maybe they can confirm exactly how you stand.

John D

[ceterach]

Jenny

Paul is dead right! The Guardian has been running a campaign in this country (Battle looms over two-year guarantee on goods | Money | The Guardian). Even the big retailers try it on.

I don't know if you have similar in Ireland but in the UK it seems the best thing to do is hit them via the small claims court.

All the best

[earthdragon64]

Originally Posted by BillyPilgrim

I don't think this is quite correct. It doesn't really matter what they say on the website as this can be changed in an instant. This rule hinges on what they provide you with in storable form (either by email and/or on paper with the goods) after you purchase the item.

Of course this law only applies if you purchase the goods in the UK?

Whilst I agree that a website can easily be changed, certain things have to be mentioned up front where they can be seen before anyone commits to buy. The address of the business and a returns policy must be easily viewable to anyone looking at the website.

These rules also apply to fixed price items being sold by businesses on online auction websites, whether auction items are covered by the distance selling regs is open to debate until case law comes into play.

The UK brought in the distance selling regs to fall in line with the rest of the EU, who should all have similar laws. Whether they apply across different countries is something I'm not sure about.

[BillyPilgrim]

Originally Posted by earthdragon64

Whilst I agree that a website can easily be changed, certain things have to be mentioned up front where they can be seen before anyone commits to buy. The address of the business and a returns policy must be easily viewable to anyone looking at the website.

These rules also apply to fixed price items being sold by businesses on online auction websites, whether auction items are covered by the distance selling regs is open to debate until case law comes into play.

The UK brought in the distance selling regs to fall in line with the rest of the EU, who should all have similar laws. Whether they apply across different countries is something I'm not sure about.

Yes I agree with all of that.

But my point was that they must provide the customer with the terms regarding the return of goods in writing. Either by email or sent with the actual goods. If they fail to do this then the 90 day rule for returns kicks in and the seller also has to pay the cost of returning the item(s).

[earthdragon64]

Originally Posted by BillyPilgrim

Yes I agree with all of that.

But my point was that they must provide the customer with the terms regarding the return of goods in writing. Either by email or sent with the actual goods. If they fail to do this then the 90 day rule for returns kicks in and the seller also has to pay the cost of returning the item(s).

Yes, I agree with you, however, the 90 day return also kicks in if the information isn't given up front in the listing or on the website, and the seller also has to pay for the return.