Faulty items return shipping cost

cintec

Hi All,

I have recently bought an item from Germany and it has developed a fault I have troubleshooted with there support and it cannot be resolved and has to go back for repair.

My question is who is responsible for shipping they have confirmed the unit is faulty it would cost me a decent amount of money to send something to germany since I don't have an account or get a discount from a courier company.

Jarren

What company is it ?

cintec

are you allowed to post company names on this forum?

nobody will have heard of them they make light units for aquariums

dudara

If the item is indeed faulty, then they are obliged to cover the cost of the postage. Initially, you may have to pay but they should reimburse you. Otherwise, they can arrange a courier return.

cintec

Thank you for your quick reply can you advise if I this is just generally what companies do i.e. good customer service, or do I have rights under Irish/European law

slimjimmc

It's not just custom and practice, afaik it's EU law that the consumer not end up out of pocket over returning a faulty item. That means all shipping costs will be borne by the retailer at the end of the day.

dudara

cintec wrote: »

Thank you for your quick reply can you advise if I this is just generally what companies do i.e. good customer service, or do I have rights under Irish/European law

You are entitled to this under European Consumer Law.