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Thread: Item returned as UNWANTED, Rejected?

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    Item returned as UNWANTED, Rejected?

    I returned an item as unwanted and somehow scan have rejected it.

    Can somebody please explain how an item returned as unwanted gets rejected?

    The request to return the item was within a few days of purchase, I did NOT say the item was faulty or defective only that I was not happy with the product due to driver issues and wanted a refund.

    I returned it within the time scan specified so why has it been rejected?! The card is UNWANTED; I requested a refund within a few days so I really don't see how Scan can reject this.

    I never have this problem with any other retailers, seems Scan really don't like giving people money back.

    The item involvied is a GTX580
    Last edited by Shocky; 13-12-2010 at 08:23 PM.

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    Re: Item returned as UNWANTED, Rejected?

    Distance Selling Regulations state you can reject the product up to 7 working days from receiving it and they must refund you the money, delivery charges don't always count mind you. Only if you damaged the product or altered it in some way do the above rules not apply. For example a CPU wouldn't be applicable as you would have damaged the thermal paste applying it.

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    Re: Item returned as UNWANTED, Rejected?

    Quote Originally Posted by Jasp View Post
    Distance Selling Regulations state you can reject the product up to 7 working days from receiving it and they must refund you the money.
    Exactly, I adviced them well within 7 days that wanted to return for a refund.

    Doesnt make sense, I guess it's possible I wasnt clear enough for them but I don't see how.

    I highly doubt the card was damaged, it was seriously over packaged.

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    Re: Item returned as UNWANTED, Rejected?

    If you didn't explicitly state that you were cancelling under DSR within the 7 days, then it's completely irrelevant in my non-expert view.

    That makes it Scan's decision as to whether they give you a refund or not - they're not forced to by law. I would ring them and find out what the problem is - perhaps there was something specifically awry that caused the problem, like damaged packaging or some dirt inside the card somewhere.

    Until they clarify their position this is all conjecture.

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    Re: Item returned as UNWANTED, Rejected?

    Quote Originally Posted by snootyjim View Post
    If you didn't explicitly state that you were cancelling under DSR within the 7 days, then it's completely irrelevant in my non-expert view.

    That makes it Scan's decision as to whether they give you a refund or not - they're not forced to by law. I would ring them and find out what the problem is - perhaps there was something specifically awry that caused the problem, like damaged packaging or some dirt inside the card somewhere.

    Until they clarify their position this is all conjecture.
    I've returned items before to e-tailers and never mensioned DSR, you shouldn't have to as it's obvious that requests for refunds within that time fall under DSR.

    I can't call them now, if I could I would.

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    Re: Item returned as UNWANTED, Rejected?

    Quote Originally Posted by Shocky View Post
    I've returned items before to e-tailers and never mensioned DSR, you shouldn't have to as it's obvious that requests for refunds within that time fall under DSR.

    I can't call them now, if I could I would.
    The DSR isn't about refunds though, it's about cancelling orders.

    If you had written to/emailed Scan and specifically stated that you were cancelling your order/contract, and preferably with the DSR mentioned, then you should be fine. If you asked for a refund, then that's not the same thing, and I don't agree with your view.

    Saying that "it's obvious" doesn't really mean anything. You either cancel your contract, or you don't. If you didn't, then the DSR is irrelevant to your particular situation.

    In that case, you're relying on goodwill, and with a bit of luck, assuming you aren't at fault in any way, some goodwill will be forthcoming.

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    Re: Item returned as UNWANTED, Rejected?

    Quote Originally Posted by snootyjim View Post
    The DSR isn't about refunds though, it's about cancelling orders.

    If you had written to/emailed Scan and specifically stated that you were cancelling your order/contract, and preferably with the DSR mentioned, then you should be fine. If you asked for a refund, then that's not the same thing, and I don't agree with your view.

    Saying that "it's obvious" doesn't really mean anything. You either cancel your contract, or you don't. If you didn't, then the DSR is irrelevant to your particular situation.

    In that case, you're relying on goodwill, and with a bit of luck, assuming you aren't at fault in any way, some goodwill will be forthcoming.
    I don't really see the difference, asking for a refund within seven days is basically cancelling the order, seems like your talking about semantics to me.

    If Scan are really looking to catch people out on wording to avoid giving out refunds, that doesnt say allot for them does it really.

    Anyway, hopefully I'll return tomorrow and somebody will have replied to this with some answers, I'll call them first chance I get though.

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    Re: Item returned as UNWANTED, Rejected?

    Quote Originally Posted by Shocky View Post
    I don't really see the difference, asking for a refund within seven days is basically cancelling the order, seems like your talking about semantics to me.

    If Scan are really looking to catch people out on wording to avoid giving out refunds, that doesnt say allot for them does it really.

    Anyway, hopefully I'll return tomorrow and somebody will have replied to this with some answers, I'll call them first chance I get though.
    The law often comes down to semantics, at the end of the day. Wording can be very important in a legal context.

    All I'm saying is that Scan don't have to give you a refund in my eyes. Supposing they refuse to give you a refund, you might think it's unreasonable, and you might decide not to shop there again, but they've not got any obligation (in my eyes) to refund you your money.

    It's not so much "trying to catch people out" as doing what the law instructs them to do.

    The big difference is that if you're cancelling under the DSR then they have to give you a refund (there are exceptions but I don't see how any of them would apply here), whereas if you just ask for a refund then it's up to them, and they might decide not to based on a range of criteria.

    So yeah, it is semantics, but it's nonetheless very important.

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    Re: Item returned as UNWANTED, Rejected?

    Shocky

    Please PM me the RMA number.

    Best Regards

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    Re: Item returned as UNWANTED, Rejected?

    Shocky,

    I can confirm you never rejected the item inline with Distance Selling Regs, your email to Scan stated "Hi there, I'm having a few problems with my the GTX580, they appear to be driver problems so I'd like to return it for a refund"

    However, the rejection is based on the fact the item has been received back in a physically damaged state with scratches on the unit.

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    Re: Item returned as UNWANTED, Rejected?

    Quote Originally Posted by wesleyaldred View Post
    Shocky,

    I can confirm you never rejected the item inline with Distance Selling Regs, your email to Scan stated "Hi there, I'm having a few problems with my the GTX580, they appear to be driver problems so I'd like to return it for a refund"

    However, the rejection is based on the fact the item has been received back in a physically damaged state with scratches on the unit.
    Yes and it was within the 7 day period, I've delt with a number of e-tailers and I've never needed to mension DSR to any of them.

    As for the damage, there was NO damage at all to the unit when I packaged the item and it was highly overpackaged so I just can't see how any damage was done even to the packaging.

    When you say "unit" do you mean the card itself or the packaging? just to clarify.
    Last edited by Shocky; 14-12-2010 at 11:54 AM.

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    Re: Item returned as UNWANTED, Rejected?

    Watch this be something like a tiny scratch on the box.

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    Re: Item returned as UNWANTED, Rejected?

    I will go and have a look at the item as soon as I can get out of the call centre, but it absolutely will be scratching to the card not the packaging.

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    Re: Item returned as UNWANTED, Rejected?

    Had a quick look at the card myself, lots of light cosmetic scratching and some small areas of substantial deep scratches all on the black plastic top of the card.

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    Re: Item returned as UNWANTED, Rejected?

    Quote Originally Posted by wesleyaldred View Post
    Had a quick look at the card myself, lots of light cosmetic scratching and some small areas of substantial deep scratches all on the black plastic top of the card.
    Then somethings happened at your end, the card was in perfect condition when I sent it to you and very well packaged. I was very careful not to scatch or damage the card or packaging and certainly wouldn't try returning a card in that condition.

    That damage is nothing to do with me.

    So where do we go from here?

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    Re: Item returned as UNWANTED, Rejected?

    Shocky

    Those scratches are exactly as the item was received at Scan and noted on the RMA immediately during the visual inspection stage, I'll try and arrange for the image to be uploaded.

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