Faulty Online Goods

[silentmovieman]

I bought an item for my daughter from a website called GOTAMOCHI. We paid for it using her debit card (HSBC Junior Account, she's 13 years old) but within half an hour decided to cancel the order.

 

I emailed the company (as per the instructions on their website) but heard nothing back.

 

Long story short after several weeks and emails the item arrived but is faulty so as per their site again I requested an authorisation to return the item for a refund.

 

It has to be sent back to Canada which is going to cost a tenner but the company say they will only refund shipping if the item is faulty.

 

The fault itself is that the Bluetooth feature doesn't work but the company say that Bluetooth is not a feature of the product despite this being on the box and in the instruction manual and it being a feature that is used to sell the item to fans.

 

Therefore if I send it back I have a feeling that I'll be a tenner down and will probably struggle to get my refund anyway (a Google search shows the company is not the best).

 

Should I send it back or just open a transaction dispute with the bank to get refunded that way?

[dx100uk]

do a chargeback to your bank

forget about returning the item.

 

 

[silentmovieman]

20 minutes ago, dx100uk said:

do a chargeback to your bank

forget about returning the item.

 

 

Can you do a charge back on a debit card? I thought that was for credit cards only,that's why I was looking to go the transaction dispute route.

 

Never mind just read up about it so will go that route 

Edited April 3, 2019 by silentmovieman
Missed information

[AndyOrch]

No section 75 is for credit cards...charge back for debit cards

 

https://gotamochi.com/pages/free-returns-exchanges

[AndyOrch]

No section 75 is for credit cards...charge back for debit cards

 

https://gotamochi.com/pages/free-returns-exchanges

 

 

[silentmovieman]

Is there a chargeback letter in the library or do I have to take my daughter into the bank?

[AndyOrch]

No.....follow the advice in the link..once you have exhausted complaints procedures with the retailer...ring/visit your Bank 

[AndyOrch]

Under the Consumer Contracts Regulations your right to cancel an order starts the moment you place it and doesn't end until 14 days have passed from the day your goods were delivered to you.

[silentmovieman]

Further to this I've since discovered that the item isn't just faulty but is completely fake so I most definitely will not be forking over cash to return it

[ericsbrother]

you can go into a branch of your bank and do this over the counter as well as by letter or phone call. They are used to it by now and rarely give you grief over being forced to do it.

[silentmovieman]

So I went into the branch and got the address I needed to do the chargeback. Included everything they required except for a report from someone to prove the item was faulty, how long will this take to be actioned? 

 

I emailed them everything on the 8th April