Consumer Rights Questions - Store Credit vs Cash Refund

whirlpool_guy on 03/02/2021 - 14:55

Hi guys,

Want to understand my rights as a consumer.

Background: I bought an electronic item last year. The item became faulty and I took it to an authorised service centre for repair under warranty.

A week later, the manufacturer told me that the repair could not be done in time due to parts shortage. I was offered a new unit (more waiting) or a refund. The catch was that the manufacturer couldn't do a cash refund, but only refund as store credit. I reluctantly accepted store credit over the phone.

Questions: Should I insist on a cash refund? What is the chance that I get a cash refund now that I've accepted store credit (from the retailer).

Electrical & Electronics

Comments

  • CodeXD on 03/02/2021 - 14:57
    +9

    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    Replacements and refunds
    You can ask for a replacement or refund if the problem with the product is major.

    Replaced products must be of an identical type to the product originally supplied. Refunds should be the same amount you have already paid, provided in the same form as your original payment.

    • whirlpool_guy on 03/02/2021 - 15:08

      Wonder if this applies to both the retailer and the manufacturer.

      In my scenario, I dealt with the manufacturer exclusively.

      • CodeXD on 03/02/2021 - 15:18
        +1

        Wonder if this applies to both the retailer and the manufacturer.

        Retailer

        read the link I sent lol

        Approaching the retailer or manufacturer

        • whirlpool_guy on 03/02/2021 - 15:34
          -7

          Thanks. Looks like my next step would be wait for the store credit to arrive in my account, and then demand a refund.

          Cheers!

          • Ughhh on 03/02/2021 - 16:18
            +3

            @whirlpool_guy: Why do youy have to wait for credit to come first before asking for refund? You want both???

            • whirlpool_guy on 05/02/2021 - 17:21

              @Ughhh: I meant cashing out the store credit.

              • Ughhh on 05/02/2021 - 17:24

                @whirlpool_guy:

                The catch was that the manufacturer couldn't do a cash refund, but only refund as store credit. I reluctantly accepted store credit over the phone.

                You have already accepted a refund via credit. If they "cant" give you a cash refund when you had more power to force them, why do you think they suddenly can after you accepted the offer?

          • dizzle on 03/02/2021 - 18:59

            @whirlpool_guy: I'm assuming store credit is with the Manufacturers website (as they normally can't offer store credit on behalf of the retailer unless this was discussed with them as well)?

            Either way you probably won't be able to negotiate for a refund now that you have accepted the store credit unless you stop dealing with the manufacturer completely. You would have to go through the reseller for the refund.

  • AndyC1 on 03/02/2021 - 16:49
    +3

    How can the manufacturer give a store credit?

    Get something electronic/email/letter from the manufacturer that states that they cannot repair it within a reasonable time so you can give this to the retailer. Grab the goods back from the repair center and go back to the retailer and get a refund in cash or credit card refund.

    • itsme56 on 03/02/2021 - 17:28

      A gift card or Eftpos card that's only accepted at certain stores!?

      But yes, get a report (and item back) from manufacturer and take both to retailer and ask for refund in form of original payment method.

      • AndyC1 on 03/02/2021 - 18:29
        -1

        Eftpos card is not a store credit….

        • itsme56 on 03/02/2021 - 21:07

          An eftpos card can be limited to a single store. Most gift cards are eftpos cards underneath the fancy logos………….

    • dizzle on 03/02/2021 - 18:59

      OP may have misunderstood that the store credit may be from the manufacturers website.

      • AndyC1 on 03/02/2021 - 20:06

        Didn't think of this… even worse….RRP and potentially no sales or discounts.

  • petry on 03/02/2021 - 17:32
    +1

    if you accepted relief reckon you're stuck with it - good guys routinely do this - jb and harveys don't know.

  • Harrow33 on 03/02/2021 - 18:02

    Not directly related to your post but I had an offer of credit on a returned $600 Convection Microwave Oven from The Good Guys. I explained that they didn't have any other Convection Microwave Oven available to buy that would fit in the Microwave nook in our kitchen and that I didn't foresee any item I would need to purchase before the credit expired.

    They agreed to a cash refund and as a result I will definately be buying from them again.

  • Nutrino on 03/02/2021 - 20:10

    I dont understand how the manufacturer can provide a full refund.

    Example.

    If you bought a hp from officeworks for $1000, hp didnt sell it to officeworks @ $1000.

  • whirlpool_guy on 05/02/2021 - 17:19
    +1

    Today's update:

    The retailer has received the store credit from manufacturer. They agreed to cash out the store credit to my bank a/c.

    Phew!

    In hindsight, as the posts suggested I should go through the retailer next time.

    The repair centre was really close to my home so it seemed a good choice to go there directly.

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