A month ago, I purchased a electronic drum kit from Donner Music. The module ended up being defective: faulty intermittent USB output, settings refused to save (would revert back after a power cycle), and half the notes wouldn't trigger when doing fast rolls.
They have a 30-day return policy. I was about 20 days in when I emailed them, and got ignored through all my attempts to contact them (I know because a good friend of mine enquired about a product and instantly got a reply). I ended up filing a PayPal case, and was confident that I'd be able to get my money back.
They tried contacting me (finally) to close the case so they can process it (after nearly 2 weeks of being ghosted, and the day before PayPal judgement day lol).
A few more days pass, and PayPal gets back to me:
'….. has agreed to issue a full refund of $488.70 AUD once you return the item(s) associated with this transaction.'
Here's the catch: They provided a return address in China. Shipping quotes for a 25kg drum kit to China start at $400 minimum, and I bought the kit in full confidence that I would be able to return it in their warehouse in Australia if anything went wrong. Their website clearly says that the return address is to whichever warehouse the product is located in. They even shipped the thing from a warehouse in Victoria.
I've been trying to think of the next steps to take (already contacted PayPal, but I doubt they'd care).
Can anyone point me in the right direction? Its a pretty hefty sum of money which I saved up over many months, and it pisses me off how they can get away with this shady business practice.
Many thanks for your time reading this.
tldr: Purchased a faulty drum kit from Donner Music, tried to return it by emailing them and got ignored. Filed a PayPal case and their return address is in China, even though their website and warehouse is in Australia. Shipping costs back to China are $400 and is not an option at this point.
EDIT 1: Many thanks for your input. Company is very shady and falls into many 'grey' areas of ACCC legislation. (Company not Australian, even though they have an .au domain and shipping is from a 'local' warehouse in Vic). PayPal is unlikely to come up with a solution, so I have done some reading on chargebacks for my card issuer:
Going to leave this here in the hope that this thread can help any others caught up by shady business practices.
I've decided to email them back and try to get a RMA quote for shipping back to their AUSTRALIAN warehouse. I don't mind paying ~$80 for domestic shipping at this point (even though they should be responsible, but I am prepared to cut my losses and let this be a learning experience).
If they do not respond within 3 days of emailing them, I will file a chargeback.
If I clearly shipped it with tracking number back to the address they specify on the RMA and they do not refund me, I will file a chargeback.