Unable to return an opened item to Very.ie - What are my options?

TestLink · 12-12-2024 03:58PM #1

I recently bought a 32" monitor from very.ie with a privce of around 275 euro but not satisfied with the quality. When I contacted very.ie customer support they told me that since I opened the item I wont be able to return the item. I received the item 8 days back. They say the below on their website.

*****

To make a return using Parcel Connect

Returns to Very are FREE under our 28 day Approval Guarantee.
It's easy to make your return, simply tick the box on the bottom of the advice note to indicate which item(s) you are returning. Fix the label to your parcel and drop it off at your nearest participating Parcel Connect convenience store.
To find a participating store near you go to Parcel Connect
If your parcel is over 20kg in weight or 1.5 metres in length, please phone us on 1800 811 222 and we will arrange to collect the item from you for FREE, as it will be too big to process at a Parcel Connect store.
It’s important to retain your proof of return or take a photo of your receipt, as this can be used to track your parcel.

*****

Am I legally allowed to return the item as per Irish consumer protection laws? I had no issues with returning items to Currys, Amazon Uk, Amazon Germany etc. Very bad experience from "Very". Any one had any similar experience with Very.ie? Never again I will purchase anything from them.

L1011 · 12-12-2024 04:04PM

You can open an item for inspection under remote selling regulations here.

However this sounds like you have probably gone beyond inspection?

TestLink · 12-12-2024 04:06PM

I have turned it on to see any dead pixels etc. But why other online retailers have no issue with returning the items buy very.ie has?

AndrewJRenko · 12-12-2024 04:40PM

https://www.boards.ie/discussion/comment/122949488#Comment_122949488

How would they know what you did with it? Is it back in the original packaging?

TestLink · 12-12-2024 05:27PM

In the Terms and Conditions page they mention the below - https://www.very.ie/help/en/terms-and-conditions.page

Please note goods can be returned under our voluntary 28 day Approval Guarantee and by using the statutory 14 day cancellation right, where applicable. For full details of our Returns Policy

To make a return, all you need to do is:

1. Take the advice note from your parcel.
2. Pack up your return as you normally would in the packaging you received it in.
3. Detach the returns label from your advice note.
4. Attach the returns label to the outside of your package.
5. Take the parcel to your nearest Parcel Connect store. There are over 1,000 stores nationwide, so
click here
to find your nearest one.

For items over 20kg in weight or 1.5 metres in length, please call us to arrangecollection, lines are open 8am-6pm Monday to Friday and 9am-4pm Saturday.

They dont mention anything about a product cannot be returned just because it is opened. Shall I contact CCPC.ie

TestLink · 12-12-2024 05:29PM

https://www.boards.ie/discussion/comment/122949589#Comment_122949589

What is going to be done with a monitor! They are any way covering for any returns that may happen in their pricing.

Yes, I have it in the original packaging.

RurtBeynolds · 12-12-2024 05:34PM

https://www.boards.ie/discussion/comment/122949738#Comment_122949738

Why did you contact them, just follow the instructions they have outlined and return it.

elperello · 12-12-2024 05:37PM

https://www.boards.ie/discussion/comment/122949746#Comment_122949746

Your rights are covered in this link.

They have to take it back.

The exemptions listed are not applicable in your case.

Try to escalate your complaint to a supervisor.

https://www.citizensinformation.ie/en/consumer/shopping/shopping-online/#b79f86

TestLink · 12-12-2024 05:51PM

https://www.boards.ie/discussion/comment/122949757#Comment_122949757

I thought I need to get approval from them first to return it justb like amazon, currys etc. The customer support person totally rejected my claim to return it within the cooling off period.

AndrewJRenko · 12-12-2024 06:02PM

https://www.boards.ie/discussion/comment/122949746#Comment_122949746

Seriously, how do they know that you opened it?

Woodcutting · 30-01-2025 09:27PM

How would anyone know if a product was suitable if they didn't open it? Are returns just for change of mind ?

TestLink · 30-01-2025 11:24PM

Very came back to me after I sent an email to them mentioning 28 days return is my Statutory Right, they sent me the below reply. Know your rights when buying items online please.

******

Thank you for reaching out to us regarding your return of the LG Monitor purchased from Very Ireland. We sincerely apologize for any frustration caused by your previous experience with our support team and appreciate your patience during this busy holiday period.

After reviewing your query, we confirm that your item can be returned under our 28-day Approval Guarantee policy, even if it has been opened, as long as it is within the specified timeframe and in its original condition with all packaging and accessories included.

To proceed with your return, please follow these steps:

Prepare Your Return

Include the original returns note inside the parcel. If you no longer have it, write the following details on a piece of paper and place it inside the parcel:
- Account Number
- Name and Surname
- Item Number / Description
- Return Reason: Does not meet requirements (dimensions)
Securely attach the returns label to the outside of the parcel.

If you do not have a returns label, you can generate one using the ParcelConnect website.

******

elperello · 30-01-2025 11:42PM

Well done 👍

Unable to return an opened item to Very.ie - What are my options?

To make a return using Parcel Connect

Comments

Prepare Your Return