I bought a weights bench from a UK company, I discussed it with them and they assured me it was of equal if not better quality than a similar one I had experience of (which was out of stock). The original cost was £199 + £45 delivery.
The bench arrived, I assembled it and it was of terrible quality, very flimsy, bars not parallel, holes were not machined accurately so the safety pin could not be inserted, basically not too safe to use.
The company ignored my attempts to contact them for weeks, asked me to send them photos of the problems which I did, were still reluctant to take it back but then agreed to it. The same courier company that delivered it picked it up and returned it to them. They said they wanted to charge an £80 fee which they first described as "to cover the carriage and additional insurance charges we will have to incur" I was not too pleased about this, seeing as the fault was with their product, I also assumed it covered the original delivery as well as the return.
They ignored my attempts to contact them again for several weeks so I contacted AIB and they suggested I start chargeback procedures claiming non-receipt of goods (as they had now been returned).
This must have spured the company into action however they are only gave a refund minus this £80 fee and the £45 delivery. Thus the original charge to my card was €315, and after returning this faulty item I only got a refund of €147.
I'm none too pleased by this. I understand if I was returning a working product under the 7 day cooling off period that I would not expect a postage refund but the fact is the item was not fit for use and thus I don't see why I should get less than a 50% refund on the original amount paid.
Moreso, I'm very annoyed by the companies very poor customer service and general unhelpfulness. I'd have been willing to accept the £80 charge to cover the delivery costs but now that I have wasted so much time I'd like to get a full refund.
I have to write a letter to the credit card company to accompany my chargeback claim, I will explain the situation as I have here
Do you think I have a right to demand a full refund given the circumstances? I'm not sure what the legislation when it comes to returning faulty goods, should the company cover returning postage costs and or refund the original delivery costs?
Any advice would be much appreciated.
Incidentally, I've since ordered the bench I originally intended to get from another company and there is no comparison in terms of quality, I'm very happy with it. It was also delivered quicker and for considerably lower cost (even though it is a lot heavier).