Refund of Delivery Charges for Broken Freezer?

Gdsamp on 20/05/2019 - 21:54

Hello OzB

Recently, I have taken it upon myself to seek out a refund for my parents' freezer, which recently ceased to freeze its contents after only 5 months.
After some correspondence with the retailer, we had a contractor from the manufacturer come and have a look at the freezer. He diagnosed it with a major fault (faulty compressor leaked out all refrigerant), and authorised a refund/repair/replacement with the manufacturer.

I sent an email this morning in response to their offer of refund/repair/replacement requesting a full refund of purchase price & deliver charges as stated under Australian Consumer Law.
Their response was (typo and all):

I have arranged for refund to be processed as requested, it will take 4-6 weeks to have a cheque issued, once the cheque is issued our distribution team will call you to collect the freezer and deliver the cheque, please note we only refund the cost of the freezer we do not redun delivery charges.

Having consulted first on reddit I was advised that I would be able to seek a refund for delivery charges (hence my request in my email), and I was sure of this after having checked the ACCC webpage regarding repair/refund/replacement, that states:

When a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem. Examples include:
* A wide screen TV
* A bed
* An extension ladder stuck in the extended position
* A product that has been subsequently installed, like a stove or a dishwasher.

Surely they must know the consumer guarantees regarding this otherwise they wouldn't actively try to keep it away from the customer?
Any suggestions for what I do next? The delivery fee was not an insignificant percentage of the total cost of purchasing the freezer & I'm sure my parents' would rather have that refunded too.
Should I instead follow that up with the retailer (Harvey Norman, lol)

General Discussion

Comments

  • spackbace on 20/05/2019 - 21:56
    +9

    When a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem.

    Umm that just means they have to pick up the dead item, which they're doing…

    Please tell me you have a better defense than that

    • QW3RTY on 20/05/2019 - 22:02

      Bang on. They're refunding you for the faulty product and are arranging collection on their own dime. There's no need for them to refund their delivery charges.

      • spackbace on 20/05/2019 - 22:07
        +3

        "But reddit told me I could!"

        • pegaxs on 20/05/2019 - 22:21
          +6

          Well, if they don’t get the answer they like here, there is also Whirlpool… just keep shopping it round till you get what you want to hear…

  • qwerty on 20/05/2019 - 22:10

    If such a law existed woolies would be forking over petrol money for every item that is returned because it expired before expiry date .

  • altomic on 20/05/2019 - 22:16
    +1

    OP - are you wanting a refund of the delivery cost of when the product was delivered to your parents.??

    • spackbace on 20/05/2019 - 22:17
      +1

      Yes it would appear so…

  • pegaxs on 20/05/2019 - 22:24

    What did they offer you? Did they offer you a replacement? Did you ask for the refund instead?

  • AdosHouse on 20/05/2019 - 22:39
    +1

    Anyone else unsure why OPs parents are returning it to the manufacturer that will issue a check in 4-6 weeks, instead of getting an instant refund from Harvey Norman?

    • fertiliser on 20/05/2019 - 23:58

      i am assuming reddit (gospel) didn't cover that angle so its an absolute unknown

  • Randxyz123 on 20/05/2019 - 23:12

    So you are getting a refund and they're picking up the freezer? Sounds ok to me…?

    Is the refund coming from the manufacturer or HN? If HN is giving the refund why not contact them, state you want to buy a new freezer and ask what they can do to 'sweeten the deal'. If the manufacturer is issuing you the refund the delivery fee is not their issue.

  • holdenmg on 21/05/2019 - 03:17

    PayPal has:

    Returning something?

    Pay with your PayPal account and we can refund your return shipping costs if you need to send anything back – up to $45 per return and 8 returns each year.

    https://www.paypal.com/au/webapps/mpp/returns

    • Nousernamehere on 21/05/2019 - 11:34

      They’re not being charged anything to have the fridge picked up, so all that you’ve quoted is redundant.

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