I wrote an article about returning white goods appliances under distance selling regulations which was inspired by my personal experience of trying to return a large product under these regulations. I found the company involved reluctant to comply and they put several obstacles in our way. My experience may be useful to others.
Consumer rights regarding white goods appliances
This is a list of all my articles related to consumer rights when dealing with white goods appliances. The articles cover a wide range of related topics including buying and repair issues so it's well worth browsing through them. The consumer advice focuses on appliances but is generally relevant to most other products and services too.
Here is an example of an appliance out of guarantee and deemed unrepairable. I received a question from someone who had bought a Zanussi fridge freezer 14 months previously. It was now 2 months out of guarantee and had broken down. The engineer had advised that the fault was due to an internal gas leak and it was unrepairable. The customer asked me what her rights are, she had paid £630 for the fridge freezer.
In the UK, when buying online we have rights to cancel after receving delivery under the distance selling regulations, which have recently been extended from 7 to 14 days by the new EU Consumer Rights Directive. There is a whole range of specific rights but this article focusses on the right to return an appliance bought online for a refund.
What happens if you or someone else has signed a delivery note for delivery of a new appliance, but when it was unpacked it was found to be damaged? When signing a delivery note you are normally only confirming receipt of the appliance so this shouldn’t affect your position when complaining to the retailer. Responsibility for any damage lies with the seller, even if it’s been signed for. If you report the damage to the retailer you bought it from and they tell you to take it up with a third party delivery company they are wrong to do this. It’s up to them to deal with the delivery company.
I’ve written many articles about our consumer rights under the sale of goods act. How we are fobbed off by retailers falsely claiming there’s nothing they can do once an appliance is out of guarantee. But the sale of goods act has always struck me as being quite hard on retailers. I wouldn’t be surprised if they all feel quite hard done by. This might explain why we have to fight so hard to get anywhere with them.