One Light Faulty, Refund Both?

L[Deactivated] on 08/12/2020 - 19:15
Last edited 08/12/2020 - 22:55 by 1 other user

I bought a matching pair of down-lights online for $40 each. Unfortunately, on arrival one was faulty.

I was replacing dead globes for a housewarming, so bought a new pair from a local store, rather than waiting a couple weeks for a replacement. And the reason I bought two is that there was nothing in the store that matched the look, colour temperature, CRI, brightness, angle etc of the orginal.

After sending the initial globes back to the store in original condition and packaging, the store refunded the faulty glove. But they won’t refund the second as they categorise it as a change of mind return.

Should they refund the second globe?

Poll Options

• 16
  Yes
• 33
  No

• 

  stringbean402 on 08/12/2020 - 19:34

  +2

  Yeah it's bit rough not to refund when a clearly faulty one was returned. I understand you bought them intending for them to be a matching pair. I would never put non matching lights in the same room/area either.

  Really it costs them nothing to pop it back into their stock and the entire situation would have never come about if you didn't get a faulty item in the first place. I think a bit of common sense should be applied by the store in question for this particular situation.

  What store was it?

  • 

    [Deactivated] on 08/12/2020 - 21:57

    Yeah I thought it was a bit rough. They were somewhat unique looking so I didn't see anything matching in Bunnings or Beacon, so bought a new matching pair from Beason.

• 

  Joe Teo on 08/12/2020 - 19:57

  +2

  Did you make any representations to the seller that you were buying two and then looking to refund the one that wasn't "fit for your disclosed purpose"?

  If so, you might be able to get a refund.

  • 

    [Deactivated] on 08/12/2020 - 22:14

    -1

    After explaining why I sent back both, they just reiterated that they don't refund for change of mind.

• 

  Kail on 08/12/2020 - 20:23

  So they took back the second light but didn't refund? That's not cool. I would do a chargeback.

  • 

    [Deactivated] on 08/12/2020 - 22:05

    They didn't refund the second, but they offered a store credit.

• 

  whooah1979 on 08/12/2020 - 21:08

  +1

  OP, why did you return both when only one was defective?

  • 

    [Deactivated] on 08/12/2020 - 21:41

    +1

    I didn't want to have mismatching lights, so I bought an alternative pair.

    • 

      lunchbox99 on 08/12/2020 - 21:55

      +2

      Why didn't you return the faulty one for a new one? Your whole premise for getting a second pair seems to be that you were in a hurry, rather than the store being unwilling or unable to replace the faulty one and restoring your matching set.

      My view this puts the expense onto you. YOU chose to not let the store replace the faulty one because YOU were in a hurry.

      • 

        [Deactivated] on 08/12/2020 - 22:03

        -2

        From my POV I purchased lights and paid shipping for them to arrive in the time I needed (house warming), which they did. But one was faulty so I needed to buy new lights in a hurry, I couldn't wait the two weeks for them to be returned assessed and replaced. As a major fault I have the ACL right to ask for a refund for the faultly light. So in my view the only reason I was in a hurry was because their product was faulty.

        • 

          lunchbox99 on 08/12/2020 - 22:16

          +3

          @[Deactivated]: Yes and you have offered no evidence that they would not replace the faulty light. The retailer is not legally required to meet your timeline, only replacement within a reasonable time. I suggest instantaneous replacement for a delivered item is not a reasonable expectation.

          I think all you can rely on is the store's goodwill.

          EDIT: You downvoted me? I didn't downvote you, but now I will.

          • 

            [Deactivated] on 08/12/2020 - 22:24

            @lunchbox99: I fully expect they would have replaced the light. The light not turning on is a major fault, and under consumer law it is my right to get a full refund. I am not obliged to accept a replacement or a fix.

            • 

              lunchbox99 on 08/12/2020 - 22:26

              @[Deactivated]: I don't believe anybody is proposing anything to the contrary. You're entire post is about replacing the NON-FAULTY light in addition to the faulty one.

              Look I think the store would be better off just refunding you, but that's not the same as being obligated to do so.

              • 

                [Deactivated] on 08/12/2020 - 22:30

                @lunchbox99: I wasn't seeking to have any lights replaced, instantaneous or otherwise. I sort a refund.

                • 

                  lunchbox99 on 08/12/2020 - 22:31

                  +1

                  @[Deactivated]: Yes and they offered a refund on the faulty light. Your issue is with the non-faulty light.

                  • 

                    [Deactivated] on 08/12/2020 - 22:35

                    @lunchbox99: That's right. It just doesn't feel fair to tell me it's a 'change of mind' refund when I'm only in the position becuase their product was faulty. But it would seem the crowd has spoken and I'm the one who is being unreasonable.

                    • 

                      lunchbox99 on 08/12/2020 - 22:38

                      +2

                      @[Deactivated]: No, I totally get it. it would give me the shits too. I actually think they probably should refund you just to be nice - as someone else said, all they have lost is a bit of mucking around. Cost of doing business I reckon.

                      Keep trying… they might eventually cave if you annoy them enough!

• 

  p1 ama on 08/12/2020 - 22:22

  +3

  They're not sold as a 2 pack, they're sold individually. If I buy 5 TV's, does that give me the right to return all 5 of them if one happens to be faulty? Ridiculous example, sure, bit it's the exact same situation.

  Moral of the story is that if you're buying something you need in a hurry, just buy it in a brick and mortar store. Your best resolution (if they did not have the matching light in stock) would be to return the faulty one, and return the other one (taking store credit), then purchasing another 2 new lights. Your story is sympathetic, but the store isn't doing anything wrong.

  You can't legally mandate good customer service. Just don't shop there in future.

  • 

    lunchbox99 on 08/12/2020 - 22:24

    exactly

  • 

    Quantumcat on 08/12/2020 - 22:28

    +1

    if you're buying something you need in a hurry, just buy it in a brick and mortar store

    This 100%

    • 

      lunchbox99 on 08/12/2020 - 22:30

      +2

      I get that OP is frustrated. This kind of thing is really annoying when it happens, but as you say don't buy online if you're in a hurry.

• 

  [Deactivated] on 08/12/2020 - 22:48

  +1

  Thanks for your responses. I'll accept the store credit and avoid shopping there in future. I don't want to be an unreasonable consumer.

  • 

    bobbified on 09/12/2020 - 07:19

    I'll accept the store credit and avoid shopping there in future.

    But if you accept the store credit, it means that you will be shopping there again - otherwise how will you use the store credit?

    I think the store should refund both, especially if they're often used as a pair, but as you know, customer service isn't always a thing.