How many times can they repair it?

I bought a fridge for my mum in October 2021. On the 24th, I transported the fridge to my mum but, when plugging the fridge, it was not working. We reported the fridge in January, they told us the technician will come and assess the fridge. The technician fixed the fridge but I told them I no longer want the fridge, but they said the fridge is ok. The fixed fridge was producing loud noises and even freezing on top. Even if you put it at low, it will even freeze on top. It just worked for 2 months then that same problem again. The fridge is not working. I took the fridge to the store complaining that I need my money back.

I no longer trust the fridge but they said there’s no refund and they will fix the fridge at least 3 times. I asked them where in their Ts & Cs that is written that; nowhere is written so help, Richard. I don’t have a fridge and they are refusing with my money.

Yet again it’s time for some free education. This store clearly doesn’t know what the Consumer Protection Act says. Section 16 (2) of the Act says that even without a warranty, a consumer “may return goods to a supplier in their merchantable or original state, within six months after the delivery of the goods … if the goods fail to satisfy the requirements and standards” required by the Act. It then says that the store must either repair the item, replace it or refund the consumer their money.

That’s normal and just to be expected. If something is faulty then the supplier must fix the problem. However, the best part of the law is what it says next. It says that once something has been repaired, if “within three months the same problem recurs in the goods, the supplier shall … replace the goods or refund the consumer the amount paid by the consumer”.

In simple terms, the supplier only gets one chance to fix a faulty item. If it fails again within three months it’s time for a replacement or a refund.

I’ve emailed the store’s Head Office and explained this to them in very simple terms. Let’s see if they can understand it.