Clean up with these deals

Q

I BOUGHT a hob/oven extractor fan from Appliance Direct in late January. But when I opened it, I realised it was unsuitable for my kitchen – it needed an external wall.

I quickly contacted Appliance Direct about returning it. They were unable to help directly but suggested I select a courier service. I used iPost.

But when it arrived, Appliance Direct refused the refund as the product was dented. It suggested contacting the parcel company.

But I have got nowhere with that either. I have spent nearly £100 and it has been wasted.

What do you suggest? Lennox G

A

THIS is a total mess with all concerned blaming each other. No one knows when the dent occurred – or even how bad it is as Appliance Direct policy is to destroy damaged returns and packing after 28 days if not reclaimed by purchasers.

It could have been there at the start when it left the warehouse, caused by the mail company Appliance Direct used, or iPost which you used to return it. Or you could have done it accidentally.

Appliance Direct does not have a policy of having its own return courier service. Although many retailers offer free returns, Appliance Direct does not – it is under no legal obligation to do so.

When contacted by Which?, Appliance Direct said that while nothing can be proved, you should have sent your parcel back by insured post rather than the non-insured method you chose.

But it is questionable whether an insurer would have refunded your costs because, again, it is impossible to know when or where the dent happened. The insurer might have claimed the damage was already there when posted. It is impossible to know. The parcel was marked “fragile- with care”.

We just go around in circles with everyone involved denying blame. Appliance Direct, which sent a photo of the damage, says it can’t make an exception for you as it would have to do this for everybody.

Generally, except for perishable and personalised goods, you have a right to cancel online orders, with 14 days to notify the company and a further 14 days to return it.

You can only claim basic mailing costs from the retailer to you, not any extra for faster delivery. You should take a photo of returned items and their packaging to avoid this disappointment.