Why do Novatech make you pay to return faulty goods?

[jollyjack]

Isn't that illegal with the 'Distance Selling' regulations?

[Nox]

Nope. I believe the distance selling act will let the reseller charge postage, but forces them to take the item back without charging a restocking fee.

Also most items have a 'return to base' style warranty - if you want more than that some companies will offer more, but you will pay more. You can't have the best warranty, without paying for it, lifes not like that, unfortuantely. :(

As a side note, I used to work for Novatech returns, and another IT company before that in returns, and though it pains me to say this, only about 1 in 5 items returned was actually faulty, if that. I imagine its a higher proportion now as Windows 95 was sometimes nigtmare with hardware! :D Should any company, on average, have to pay for collecting and resending out an item, when they have allready done it once? If the item turns out to be new and faulty, speak with their customer services, the age of the item will have some relevance to the outcome (ie if its DOA)

Nox

[Danno]

Distance selling means that within the first 7 days form purchase an internet purchase can be returned for refund no questions asked so long as it comes back 100% complete and in A1 condition. Consumables and software are not covered under distance selling. If the goods are not faulty it is down to the customer to return goods and pay return costs.

If goods are coming back as faulty within the first 28 days form purchase we can arrange a collection free of charge or we can refund the return postage. A collection of refund depends on the size and cost of the goods coming back.

All products that we sell apart from consumables unless advertised different come with a 12 month return to base warranty. After the first 28 days from purchase it is down to the customer to return goods.

[benzocaine]

Just thought I'd resurrect this thread as I hae question pertaining to it.

If I want to reurn an order in accordance with the distance selling regulations. Does it have to be returned by courier/post, or can I circumvent the cost by bringing the product direct to store?

[Danno]

if your local to any of our 3 stores any returns can be dropped off to us rather than posted back.

[benzocaine]

if your local to any of our 3 stores any returns can be dropped off to us rather than posted back.

The product was bought in error, as I now want a different model. If I return the original in accordance with your terms:

"Goods returned have to be complete and in a resalable condition including original packaging."

will I still be subject to a restocking fee? Everything is complete, in A1 condition and in the original packaging. Only the box has been opened along the tape seal.

[system7]

It's a full refund, benzocaine.

But you inevitably have to wait a few days for the goods to be inspected and tested in the returns department before the refund is issued by the accounts department.

This applies even if the goods are still sealed.

[Nox]

minus postage :)

Nox

[Nox]

if your local to any of our 3 stores any returns can be dropped off to us rather than posted back.

I would like to clarify, Novatech will let you drop off goods to one of their stores even if you aren't local and have to drive half way across the country. ;)

Nox