What can I do about faulty Chinese phone?
Q On 15 December 2016 I ordered an Elephone P9000 phone (pictured) for £188 on Amazon Prime. I’m having a problem with this phone connecting to 4G and Bluetooth, so I contacted Amazon. They put me in touch with the seller, who’s based in China. I asked for a replacement but was refused.
Do I have to send it back to China for repair and face import duties if it comes back?
No, Roger won’t have to pay import duties because repaired and replaced products are exempt from these. He also won’t have to pay VAT imposed by HMRC. The seller should make it clear on the return packaging that the phone qualifies for Outward Processing Relief (OPR). If the seller doesn’t, Roger should claim back thehe money on HMRC’S site by completing form BOR286286 ( www.snipca.com/24504). ). You can get more information on reclaiming taxes and duty on the My International Shopping website: www.snipca.com//24505.
Since firstst emailing us Roger gotot back in touch to say that Amazon has refunded him. He was in a goodd position because Amazon acts as the ‘fulfillment agent’ for Elephone, which means it handles the company’s customer service, including returns, refunds and replacements But his contract is still with Elephone, so at some point he may need to return the phone to China.
Generally, it’s never easy getting a refund, repair or replacement from a seller based in another country, particularly China, where you’ll find lots of cheap phones and tablets. You can’t rely on UK or EU laws, so if you encounter problems we’d advise getting in touch with us for help.
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