Aria Returns in Online Stores Posted December 21, 2011 Hello, What happens when a customer knows an item is faulty, sends it back and the retailer claims that it works perfectly? I bought PC components off Aria on 25.11.2011 including a power supply. The power supply was faulty and kept making my system shutdown, so I went through the RMA procedure and they received it from me on 09.12.2011. They sent me an email saying that they apparently tested it for several hours and there were no faults found, and that I would have to pay them a fee to send it back to me. I replied saying that despite what they claim of its performance on their test bed, it did not work in my system. I also said that I had to buy a replacement power supply from a shop because I needed my computer operational this month, and that with the replacement power supply and no other changes made my system worked fine, confirming that it was indeed the power supply that was faulty. I quoted this from their terms and conditions: "If a product that was faulty at the time of sale is returned to the retailer, the buyer is legally entitled to: A full Refund, If this is within 28 days. After this time a replacement product or credit note (to the value of the replacement) will be offered" I said that as I had returned it within 28 days I would like them to give me a full refund as I am entitled to according to their own terms and conditions and consumer law, and that if I did not get a favourable response I would report them to trading standards and take them to county court. I received a response from them acknowledging their terms and conditions concerning the 28 days refund but again insisting that there was nothing wrong with the item, and that THEY had to find it to be faulty during their testing for me to be refunded. He also suggested that I must have chosen a power supply which was not compatible with my system which is absolute nonsense, as both power supplies had the same connectors that I needed and that the faulty one I bought off Aria was actually rated 50W higher than the working replacement. I want to go ahead with the letter on recorded delivery and take them to the small claims court, but as I had no idea it would come to this I did not think to record evidence of it making my computer shutdown. What can I do in this situation where it's my word against theirs? Would be grateful for some advice.