Need a bit of advice on product returns

Hey,

Well basically whenever ive ordered from the web before ive been
satisfied with what i have purchased and have never had to ever
do a return of an item.

Anyway.....

On monday evening I ordered the HPM-10 (info) from mobilefun.co.uk
and it arrived this morning.

There service was great and I got the items in perfect condition and very quickly.

When i tryed it out and put some mp3's on it the sound was terrible and there were numerous other things I didnt like about it, but i dont think the actual product is faulty.

What ive done now is deleted everything off the mmc card and packed everything into its box like it was when i got it.

What steps do i need to take now to get this item returned and get my money back?

Many Thanks

m0.

I think there is some trading standards some where, some one will know.

Step one: contact the company and say it doesnt perform as expected or whatever. Just make contact and try and get a personal email address..

Will

First Email they sent

Thank you for shopping at www.mobilefun.co.uk

Your order reference number is: xxxxxxxx

If you have any questions, please visit:

http://www.mobilefun.co.uk/

Alternatively, you may email us at customer.services@mobilefun.co.uk, or call
customer services on 0870 420 4001 (Mon-Fri 9am-5.30pm), quoting the order
reference number above.

This email confirms the order you have placed online. We will email you again
to confirm shipment when your order is processed, which will be within the next
working day. Orders placed before 4pm weekdays are normally processed the same
day.


Order summary:
-------------
1 x Ericsson MP3 Hands Free HPM-10 @ 24.95 GBP each

Shipping Method: Royal Mail First Class Recorded Delivery

Trackable, safe, secure shipping. Usually next working day. Please allow up to 5
working days.

Shipping Cost: 2.50 GBP

Order total is 27.45 GBP, including VAT at 17.5%. A VAT invoice will be sent
out with your order.

To be paid for by:
-----------------
xxxxx
xxxxx
xxxxx
xxxxx
UK

To be delivered to:
------------------
xxxxx
xxxxx
xxxxx
xxxxx
UK

Daytime phone number: xxxxxxxxxxx
Evening phone number:


Returns policy:
--------------
We do not operate a try before you buy policy. However, any goods found to be
defective within 28 days will be replaced. Goods found to be tampered with by
the customer will not be replaced, but will be returned at the customer's
expense. If you wish to return goods which are not faulty, we will accept the
return providing the goods are in a good clean condition in the original
packaging and having not been used. These goods can be exchanged for other
products, subject to the difference in costs being incurred. Items returned for
a refund, when the goods are not faulty will be charged a handling fee of 15%.

Your right to cancel:
--------------------
Under the United Kingdom's Distance Selling Regulations, you have the right to
cancel the contract for the purchase of your order within seven days of
delivery. To cancel this contract email us at customer.service@mobilefun.co.uk
within seven days of delivery of your order quoting your order reference number,
giving the reason for the return as "Contract cancellation". You must take
reasonable care of the item(s) and must not use them.

You should be aware that, once we begin the delivery process, you will not be
able to cancel any contract you have with us for services carried out by us (for
example, postage and packing).

General terms:
-------------
We shall refund the total amount of money paid by you for the goods, less any
costs to collect the goods if required, within 30 days starting with the day on
which we receive a notice of cancellation in writing from you.

Please package the relevant item securely and send it to us using a
recorded-delivery service, so that we receive it within seven working days of
the date that the item was delivered to you. Please note that you will be
responsible for the costs of returning the goods to us unless we delivered the
item to you in error or the item is faulty.

--

Thank you for shopping at www.mobilefun.co.uk. We hope that you'll order from
us again.

Mobile Fun - More fun with your mobile phone!
http://www.mobilefun.co.uk/

Look into the Distance Selling Regulations
http://www.theinquirer.net/?article=13691

edit: as you don't think that the product is faulty then
"If you wish to return goods which are not faulty, we will accept the
return providing the goods are in a good clean condition in the original
packaging and having not been used. These goods can be exchanged for other
products, subject to the difference in costs being incurred. Items returned for
a refund, when the goods are not faulty will be charged a handling fee of 15%."
would appear to apply (although you did in fact use).

Quote:

---

Originally Posted by BUFF

....... (although you did in fact use).

---

so what happens then?

m0.

Will they be able to tell that the goods have been used?

The problem is we are all used to nice shops allowing us to return stuff we do not like. However (as I understand it) they do not have to, by law, take stuff back just because we do not like it. By law they have to refund your money if it faulty or not fit for purpose (again as far as I understand it). Strictly speaking, their terms seem to say you cannot return the phone once used simply because you do not like it. I do not know enough about the UK distance selling law to know if the “unused” clause is valid. Also does the “unused” clause constitute an unfair contract in terms of selling a mobile phone. Sorry to have simply brought up more questions there, but they might be avenues to consider. :rolleyes:

You could try asking to swap it for a different phone? I reckon they are more likely to do that if they have even an ounce of customer service.

Don't worry, im gonna keep it now...

Turns out I had pushed the headphone in all the way when its not meant to, its meant to be out by like 1/4 of a mm, just a bit of a bad design.

Also im gonna get a usb mmc card reader from ebuyer as the parallel one sucks! :D

Thanks everyone :)

m0.