I recently bought an electronic item from a privet seller . He was really quick on his delivery and quite helpful on his communications . when I tried the item I found out it did not work as it should . It is brand new and sealed. The thing is after checking online I found it was an issue with this item. So as it wasn’t fitting the purpose of it and due to the high price of the item I decided to contact the seller for its return. He refused as the item wasn’t sealed and new as I tried it( I had it for two days) so I contacted amazon. After exchanges of messages I got threats from the seller of bringing me to the small claims court if I decided to return the item saying I would face all legal fees on the top of that. So I decided to cancel the return of it. Anyhow I feel it isn’t right as under consumer law there is a 14 days window to return the item. I was going to deduce the post fees from the refund. I bought this item a week ago and received it 2 days ago. I don’t know what to do because I am afraid of his threats
I recently bought an electronic item from a privet seller . He was really quick on his delivery and quite helpful on his communications . when I tried the item I found out it did not work as it should . It is brand new and sealed. The thing is after checking online I found it was an issue with this item. So as it wasn’t fitting the purpose of it and due to the high price of the item I decided to contact the seller for its return. He refused as the item wasn’t sealed and new as I tried it( I had it for two days) so I contacted amazon. After exchanges of messages I got threats from the seller of bringing me to the small claims court if I decided to return the item saying I would face all legal fees on the top of that. So I decided to cancel the return of it. Anyhow I feel it isn’t right as under consumer law there is a 14 days window to return the item. I was going to deduce the post fees from the refund. I bought this item a week ago and received it 2 days ago. I don’t know what to do because I am afraid of his threats
You contacted Amazon Customer Service or you contacted the seller through Amazon (this is not 'contacting Amazon')? If the former, what did Customer Service say? Utilize Amazon's A-to-z Guarantee:
If you didn't actually contact Amazon's Customer Service, and need assistance with filing, here's a 'Contact Us' button in the lower left of the linked Help page (above). Otherwise, file a claim and detail what transpired.
ETA: I"d recommend reading the seller's profile page on Amazon as they may have posted specified conditions with regard to their 'Refunds & Returns' (open packaging, etc). Image, below, is for a different seller, but look for the same for your seller.
I recently bought an electronic item from a privet seller . He was really quick on his delivery and quite helpful on his communications . when I tried the item I found out it did not work as it should . It is brand new and sealed. The thing is after checking online I found it was an issue with this item. So as it wasn’t fitting the purpose of it and due to the high price of the item I decided to contact the seller for its return. He refused as the item wasn’t sealed and new as I tried it( I had it for two days) so I contacted amazon. After exchanges of messages I got threats from the seller of bringing me to the small claims court if I decided to return the item saying I would face all legal fees on the top of that. So I decided to cancel the return of it. Anyhow I feel it isn’t right as under consumer law there is a 14 days window to return the item. I was going to deduce the post fees from the refund. I bought this item a week ago and received it 2 days ago. I don’t know what to do because I am afraid of his threats
In any case where I have had a less than satisfactory reply from a seller about a return or refund, I contact Amazon Customer Service. I only ever contact sellers via the Amazon Message Centre, so that if or when I need to take something up with Amazon, they can immediately see all the correspondence between the seller and myself.
I have very rarely had problems with any sellers but in the few instances where it has happened over the last 10 years Amazon have stepped in and sorted it out very quickly (sometimes they have refunded me and arranged a return , or for smaller items even refunded me and told me the keep or throw the item away).
I reported the seller as I brought it to him asking for a return and refund, he refused right away saying that was my problem for not looking into the device prior the purchase in more detail. I contacted then cx and he started saying that I should look for a good lawyer ( over 200 GBP an hour) because he would exhaust all legal ways for me to repay any damage and time. I have checked the uk regulation and found this:
"You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you."
You must tell the customer they can cancel their order up to 14 days after their order is delivered. They don’t need to give a reason for cancelling.
If you don’t tell the customer about their right to cancel, they can cancel at any time in the next 12 months. If you tell them about the right to cancel during these 12 months, they have 14 days to cancel from when you told them.
Regarding the seller I found the following information under his return policy:
Returns – right of withdrawal
You can return a Marketplace order within 30 days from delivery, exercising your right of withdrawal. Please refer to the Amazon.co.uk Return Policy or contact Syed M Hussaini to get information about any additional policies that may apply:
For questions about a charge that has been made to your credit card, please contact Amazon. Questions about how to place an order? Search Amazon Help.
A to Z Guarantee
Place and pay for your Marketplace order through Amazon.co.uk and your purchase is protected by the A-to-z Safe Buying Guarantee. Amazon automatically transfers your payment to the merchant so you'll never need to pay a merchant directly. Our A-to-z Safe Buying Guarantee covers both the delivery of your item and its condition upon receipt. Read more
Legal warranty
If a product turns out to be faulty or not as advertised, you may be entitled to free of charge repair, replacement or refund. Read more on legal warranty.
So I think I am on my right to return the item.
but I got so distressed I couldn't sleep and tomorrow will be seeking legal advice.
@cece86: you might not even need to go as far as trying to get legal advice. I would contact Amazon Customer Service first, and discuss with them. As well as solving your problem, it would give them an opportunity to get a good picture of the seller's behaviour (which might well contradict the agreement between Amazon and the seller). If you look at my signature, there is a link to customer service.
I contacted them right after he refused and thats when he stormed sending me emails saying he will exhaust all legal ways to cover any expenses of his legal fees, time and product itself. I reported him and they advised me to pursue with the return. I withdraw out of panic because even though it is high value( around 300 Euros) I was so shocked I was terrified about the whole thing. I just bought an item, tried it, did not work as expected and wasn't happy with it so wanted to return it. I contacted this morning to see what's my time window, but anyhow I am contacting my solicitor tomorrow on this matter just for further reassurance.
Once again thank you so much for your help. I wonder if there is any specialise branch within cx support in amazon for this sort of situations.
I am sorry to be late with this. Contact Amazon again and insist on claiming under the A to Z guarantee as the seller has not kept to his legal obligations.
You are entitled to return faulty goods with no charge to yourself. You could also contact trading standards, assuming they are a UK company as they could take action against them.
Just noticed you said private seller, if it was an individual not a company it is slightly different as the obligation on a private seller is different HOWEVER the goods MUST be as described. I am assuming there was nothing in the description such as "sold for repair"
You can file an A-to-z refund request when all of the following apply:
You've contacted the seller through your account.
You've waited two days for a response.
Your request meets one of our A-to-z Guarantee conditions below:
The seller failed to deliver the item by 3 calendar days past the maximum estimated delivery date or 30 days from the order date, whichever is sooner.
The item you received is damaged, defective, materially different.
To file a an A-to-z Guarantee refund request, please visit Amazon.co.uk on a desktop browser and follow the instructions below.
Hi,
I recently bought an electronic item from a privet seller . He was really quick on his delivery and quite helpful on his communications . when I tried the item I found out it did not work as it should . It is brand new and sealed. The thing is after checking online I found it was an issue with this item. So as it wasn’t fitting the purpose of it and due to the high price of the item I decided to contact the seller for its return. He refused as the item wasn’t sealed and new as I tried it( I had it for two days) so I contacted amazon. After exchanges of messages I got threats from the seller of bringing me to the small claims court if I decided to return the item saying I would face all legal fees on the top of that. So I decided to cancel the return of it. Anyhow I feel it isn’t right as under consumer law there is a 14 days window to return the item. I was going to deduce the post fees from the refund. I bought this item a week ago and received it 2 days ago. I don’t know what to do because I am afraid of his threats
You contacted Amazon Customer Service or you contacted the seller through Amazon (this is not 'contacting Amazon')? If the former, what did Customer Service say? Utilize Amazon's A-to-z Guarantee:
About A-to-z Guarantee
If you didn't actually contact Amazon's Customer Service, and need assistance with filing, here's a 'Contact Us' button in the lower left of the linked Help page (above). Otherwise, file a claim and detail what transpired.
ETA: I"d recommend reading the seller's profile page on Amazon as they may have posted specified conditions with regard to their 'Refunds & Returns' (open packaging, etc). Image, below, is for a different seller, but look for the same for your seller.
In any case where I have had a less than satisfactory reply from a seller about a return or refund, I contact Amazon Customer Service. I only ever contact sellers via the Amazon Message Centre, so that if or when I need to take something up with Amazon, they can immediately see all the correspondence between the seller and myself.
I have very rarely had problems with any sellers but in the few instances where it has happened over the last 10 years Amazon have stepped in and sorted it out very quickly (sometimes they have refunded me and arranged a return , or for smaller items even refunded me and told me the keep or throw the item away).
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Disappointed when I see "answers" that seem to have been posted purely to wind-up others or to create conflict, rather than to actually help anyone.
Link to Contact Amazon Customer Service. ;
Hi Thank you so much,
I reported the seller as I brought it to him asking for a return and refund, he refused right away saying that was my problem for not looking into the device prior the purchase in more detail. I contacted then cx and he started saying that I should look for a good lawyer ( over 200 GBP an hour) because he would exhaust all legal ways for me to repay any damage and time. I have checked the uk regulation and found this:
Returns – right of withdrawal
You can return a Marketplace order within 30 days from delivery, exercising your right of withdrawal. Please refer to the Amazon.co.uk Return Policy or contact Syed M Hussaini to get information about any additional policies that may apply:
Contact this seller
To initiate a return, visit Amazon’s Online Return Center to request a return authorization from the seller.
For questions about a charge that has been made to your credit card, please contact Amazon. Questions about how to place an order? Search Amazon Help.
A to Z Guarantee
Legal warranty
but I got so distressed I couldn't sleep and tomorrow will be seeking legal advice.
@cece86: you might not even need to go as far as trying to get legal advice. I would contact Amazon Customer Service first, and discuss with them. As well as solving your problem, it would give them an opportunity to get a good picture of the seller's behaviour (which might well contradict the agreement between Amazon and the seller). If you look at my signature, there is a link to customer service.
=========================================================================================================================
Disappointed when I see "answers" that seem to have been posted purely to wind-up others or to create conflict, rather than to actually help anyone.
Link to Contact Amazon Customer Service. ;
Thank you Collin,
I contacted them right after he refused and thats when he stormed sending me emails saying he will exhaust all legal ways to cover any expenses of his legal fees, time and product itself. I reported him and they advised me to pursue with the return. I withdraw out of panic because even though it is high value( around 300 Euros) I was so shocked I was terrified about the whole thing. I just bought an item, tried it, did not work as expected and wasn't happy with it so wanted to return it. I contacted this morning to see what's my time window, but anyhow I am contacting my solicitor tomorrow on this matter just for further reassurance.
Once again thank you so much for your help. I wonder if there is any specialise branch within cx support in amazon for this sort of situations.
I am sorry to be late with this. Contact Amazon again and insist on claiming under the A to Z guarantee as the seller has not kept to his legal obligations.
You are entitled to return faulty goods with no charge to yourself. You could also contact trading standards, assuming they are a UK company as they could take action against them.
Just noticed you said private seller, if it was an individual not a company it is slightly different as the obligation on a private seller is different HOWEVER the goods MUST be as described. I am assuming there was nothing in the description such as "sold for repair"
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