I purchased a laptop in November and had cause to send it back in December. The retailer repaired it but now the problem has occurred again. The retailer says it will repair it again, do I have to accept this or can I ask for a refund?
F. W. by email.
Retailers can make a deduction from a refund for ‘use’ — to take account of the use of the goods you’ve had prior to a refund.
Dean Dunham replies: Retailers like to make consumers believe they have the right to keep on repairing faulty goods.
However, this is not the case as the Consumer Rights Act 2015 (section 24(5)(a) to be precise), clearly says that if after a repair the same issue occurs again, the consumer is entitled to return the goods and demand a refund.
Alternatively, you can ask for a price reduction to take account of the issues with the goods. This means you get some money back but get to keep the goods.
You’ve told me that you do not want to go ahead with a second repair of your laptop and instead, simply want a refund. In this situation the retailers can make a deduction from the refund for ‘use’ — to take account of the use of the goods you’ve had prior to a refund.
However, in your case I would argue this as you’ve hardly had any use of the laptop.
- Write to Dean Dunham, Money Mail, Scottish Daily Mail, 20 Waterloo Street, Glasgow G2 6DB or email d.dunham@dailymail.co.uk. No legal responsibility can be accepted by the Daily Mail for answers given.
