Consumer Law
Day of delivery to day 30
• If the product is damaged, we replace or exchange straight away, if there is a fault we inspect with Emmiera as per the supplier guarantee process.
• Customer could request a full refund if goods confirmed faulty within the first 30 days.
• Customer can reselect to a lower value item and get a refund.
• Customer can reselect to a higher value item and pay the difference; we can offer a discount as goodwill if needed.
Day 30 to end of year
• We inspect the product (if supplier) if this is a DBF product it is no quibble replacement or exchange. • We have a chance to repair or replace the item, however if this is the customers 2 nd or more fault, and request a collection and refund, they are entitled to this. • If the item is discontinued, the customer is entitled to a refund or reselection to the value they paid. • If the customer changes their mind on their first faulty replacement/exchange, and the product is cheaper they are not entitled to the difference back as a refund. If it is their 2 nd or more faulty replacement or exchange, they are therefore entitled to a refund of the difference.
End of year to end of year 6 (6 year duty of care – if the customer has NOT PURCHASED BC)
• Customer arranges own inspection; we reimburse up to £85.
• We have one chance to repair or replace the item.
• If we fail e.g the item goes faulty again, customer can request a refund and usage charges are applied from date or original order.
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