I ordered a Meshify 2 from them, I would’ve picked up because I’m quite close to their warehouse. However, they don’t offer this option and I was forced to pay $12 for delivery.
The case arrives a week later, and it’s defective. The screws holding the top metal bracket to the case is really over tightened and I have to get an electric drill to get them out. Turns out, the metal bracket itself is bent and the screw holes don’t line up with the ones on the case.
I contact Fractal and PC Case Gear with pictures attached and Fractal replies first telling me that the top bracket looks warped and to contact the retailer for replacement or refund. PC Case Gear replies telling me to initiate a warranty request, which I fill out. A few days later they give me a prepaid Australia Post return label, and I send my case back. Around a week later they tell me they have received the case and confirmed that it is defective and gave me the option of a full refund or replacement. I chose a refund, and they said it will be in my bank account in the next couple of days.
I only receive a refund for the case itself and not the full cost of my order which includes the $12 delivery. I contact PCCG again and they tell me that they don’t issue refunds for postage as it’s ‘a paid service which was successfully carried out’.
This is just abysmal - they force me to pay for delivery for a defective item! Is this a common practice? I’ve never had a store not refund me the cost of postage for a defective item. Now I’m out of pocket for both the postage of a faulty item and my time packing away and sending back the item.
I mean that does sound fair. If your phone wasn't working and you drove to the store to get a refund would you expect them to pay you for labour and gas?