eBuyer refund minus delivery?

[randombs]

Hey all,

I bought some ram from eBuyer (3rd sep) and paid ?7 for next-day delivery (ram cost was ?54). The ram turned out to be faulty on arrival so I rang them up the same day and had it collected. They tested it, confirmed it, and issued a refund (11th sep). I just checked my account and they only refunded the price of the ram itself.

In their terms they state:

"Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs."

I would've thought that getting an actual faulty item (as opposed to a DSR jobby whereby I just didn't want it) constitutes getting a full refund?

So essentially I've just paid eBuyer ?7 for nothing at all?

[Daragon]

They probably believe that £7 does not equate "reasonable" (I probably wouldn't either).

It doesn't help you now, but in future only send your items by recorded and then either first or second class, just so long as you send the item back before the expiry date on the returns policy. Even if they receive the item after that date they still process it.

In this case, I would argue that they at least refund part of the P+P, but I'm afraid their "reasonable" bit covers their arse in most cases.

[randombs]

No, the £7 was for their delivery to me (I chose it during the checkout process). I went next-day because I was in a rush for the ram. When I rang them to tell them it was faulty, they arranged a pickup for me. According to their terms, if I missed the pickup I would've had to send it to them at my expense but I didn't need to of course.

Of course, if I spent £100 on a man in a van to hand-deliver the ram to their office I wouldn't expect reimbursement when I could've spent £3 or so sending it recorded

[Daragon]

Oh right yeah, sorry.

In that case they don't have a leg to stand on, email them back asking for the refund. If they ignore your first email then you send them another one threatening to involve trading standards - chances are they'll back down.

[randombs]

I'll ring them up later on. I imagine it was just a cock up as I've never heard of this before when the item is doa

[randombs]

Just rang them, all sorted now. Seems it must have just been a bodge-up on their part