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Topic # 150500 24-Jul-2014 19:12
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Scenario....

You purchase an item from an internet store.
Item arrives faulty/damaged.
You contact the site and they say to return the goods at your cost for fault evaluation.

Should the consumer have to pay to have the goods returned? 


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  Reply # 1095150 24-Jul-2014 19:20
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well not knowing their returns policy but you saying "fault evaluation" I'm guessing they do that in case it wasn't their fault it was damaged. 




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  Reply # 1095155 24-Jul-2014 19:27
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Tricky one.

If it's a genuine fault, it's the sellers cost, but if it's been damaged by you it's your cost. The hard part from the sellers point of view is getting you to pay up if it's damage and not a genuine fault.

Did they tell you the shipping would be covered if it was faulty?


Of course, if it's an overseas store, you're out of luck.




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  Reply # 1095156 24-Jul-2014 19:27
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Guess I should say it wasnt damaged as in damaged in transit etc. Just not working out of the box. 



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  Reply # 1095157 24-Jul-2014 19:29
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Its a NZ company.

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  Reply # 1095158 24-Jul-2014 19:30
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My understanding is they are within their rights to expect you to return it at cost initially, but once it is confirmed to be a warranty issue (as opposed to user error, damage, etc) that you could expect to be reimbursed. This is how it has been for me with returns to multiple online traders in the past.




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  Reply # 1095160 24-Jul-2014 19:32
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Ask them if they'll refund the shipping if a fault is found. If they say no, then they need to read the CGA.




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  Reply # 1095163 24-Jul-2014 19:39
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That sounds reasonable, will ask the question and see what comes back.

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  Reply # 1095167 24-Jul-2014 19:48
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peejayw: Scenario....

You purchase an item from an internet store.
Item arrives faulty/damaged.
You contact the site and they say to return the goods at your cost for fault evaluation.

Should the consumer have to pay to have the goods returned? 



As opposed to spending time and $ on petrol and taking it back to a physical store.





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  Reply # 1095183 24-Jul-2014 19:52
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Well I still have to spend time and money driving to a postal outlet, ( I'm in a rural area) wink

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  Reply # 1095202 24-Jul-2014 20:11
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I can't remember where I read it so it could be completely wrong but I read that if you originally paid to have the product delivered then you could reasonable be expected to pay the cost to return it, however if delivery was included in the purchase price they should pay for the return postage as well.

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  Reply # 1095214 24-Jul-2014 20:28
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The consumer websites says the retailer, as they claim it is a consequential loss

 

https://www.consumer.org.nz/articles/consumer-guarantees-act#article-putting-it-right

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  Reply # 1095217 24-Jul-2014 20:33
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peejayw: Well I still have to spend time and money driving to a postal outlet, ( I'm in a rural area)

Do you?

You can pay for postage online and print it, and I'm reasonably sure the RD driver will collect it.




Location: Dunedin



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  Reply # 1095220 24-Jul-2014 20:39
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Really? Didn't know that but I am new to this rural post thing. It would seem that it is sellers responsibility if the goods are faulty so providing they agree to refund the return cost I will be happy with that.



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  Reply # 1095225 24-Jul-2014 20:53
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mattwnz: The consumer websites says the retailer, as they claim it is a consequential loss

https://www.consumer.org.nz/articles/consumer-guarantees-act#article-putting-it-right


Thanks, that would seem to lay it on the retailer all right.

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  Reply # 1095231 24-Jul-2014 21:08
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andrewNZ:
peejayw: Well I still have to spend time and money driving to a postal outlet, ( I'm in a rural area)

Do you?

You can pay for postage online and print it, and I'm reasonably sure the RD driver will collect it.

That's what the flag is for. Flag up RD driver knows to collect from your box

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