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Money Refunds.org.uk

FREE Practical Advice and Tips on how to get money back, replacements, credits, compensation and more for poor service and shoddy goods across the UK  

Electrical Goods

Domestic Appliances, Computers, TV's, Radios and a host of devices used in the home and by business, at a whole range of prices. They comprise a huge volume in terms of numbers and value and a major investment to every buyer.

Essentially several key principals exist when looking at electrical goods that are supplied or bought for cash or on finance that prove "unsuitable for their purpose" in use.

Goods are rarely bought on impulse and buyers often spend some time in searching out best makes and models to suit their needs, then search  best prices and suppliers - the web site Kelkoo is one of a number of price comparison web sites used to source best deals, locally, regionally or nationally.

Whilst a large number of goods are still bought direct from local or high street stores a huge volume are bought by Mail Order and via the Internet. Buyers are often attracted by "cheapest deal" but are advised to check quality of supplier and type of refund policy first. Cheap is good but if you buy poor after sales service and sub standard equipment the purchase turns into a nightmare for the saving of £5.

Larger items are often delivered direct to the home or business direct by the supplier or using an independent carrier, adding the potential risk of damage on route.

As such electrical items are potentially dangerous to use, or attempt to use if they fail to work, it is wisest to contact the retailer as soon as practical and disconnect the device from all electrical sources in the meantime. To business users failed equipment can be critical to business efficiency and a major source of annoyance to both staff and management.

Reasons for electrical goods to prove unsuitable

• Damage

• Cosmetic features, missing parts, colour

• Not working

• Returned for repair and long time to fix

• Dangerous

• Old stock (unless bought at a discount or "as seen")

Other reasons for claiming and are subject to discretion of the supplier or special conditions in suppliers refund policy

• I changed my mind (maybe a time limit allowing this - check what if any options exist, if any)

• I bought it cheaper elsewhere (some suppliers will refund the difference if you can prove another supplier sells it cheaper < there may be conditions> )

Questions to check before claiming a refund or replacement

• What is the reason for claiming a replacement/refund?

• Do I have evidence of purchase?

• Is the claim within the suppliers conditions?

• Did I buy "as seen" and waived my rights to a refund?

• Have any health or safety laws been broken?

• Have you suffered any injury or consequential loss due to the failure of the equipment and can you prove it?

Order of claiming

• Assemble notes on purchase

  • When bought (the date you paid)

  • Where ordered

  • How ordered (in store, telephone, internet etc)

  • Who ordered

  • Who paid

  • How paid? (cash, cheque, credit or debit card, finance etc)

  • How delivered (collected, supplier, carrier etc)

  • When delivered

  • What has gone wrong?

  • When did it go wrong?

  • Consequences of failure?

  • Urgency of replacement/repair/refund

• Contact supplier and explain in summary the above, collect names, dates and time of people you speak to and their actions or decisions

• Expand on factors above to "drive home" your claim.

• See supervisor or manager if local "front desk" level fails

• Ask for Head Office or external management office if local level fails. make sure you obtain specific names or special department, otherwise contact can fail, or be time consuming.

• Telephone/fax/write with claim providing as much fact as possible

• Chase receipt of contact to make sure it has arrived and is being, or has been dealt with.

• Review decision and re-assess - are you still sure you have a valid claim or have been offered a lesser settlement you are happy with.

• Write to Managing Director or top level person and provide as much fact as possible inc names of people who made decisions to reject your claim.

• Chase receipt of contact to make sure it has arrived and is being, or has been dealt with.

• Review decision and re-assess - are you still sure you have a valid claim or have been offered a lesser settlement you are happy with.

• Contact credit card company (if applicable) , they are jointly and severally responsible to you with the supplier for quality of goods, minimum values may apply.

• Contact finance company (if applicable) - consider stopping paying finance agreement (only applies to finance specific to equipment (HP/Lease etc), not personal loans)

• Consider legal action

Top tips for the future to improve buying techniques

• Buy from reputable suppliers with known physical premises

• Visit and see equipment before buying even if you buy by Mail Order or via the Internet after seeing in store.

• Assess "value for money" above cheapest price at Kelkoo

• Check warranty and guarantees

• Check refund and returns policies

• Pay by credit card or on finance secured on the equipment where the financier is responsible for the equipment should it go wrong.

Compares suppliers and prices at the web site  Kelkoo

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