Shark air filter return .

[gamu-4184]

Hi all . I hope I can get some advice from the community .I bought a shark air filter for £199. 

I wanted it new so bought new and not refurbished . Worked fine for 3 weeks and then performance started to deteriorate.  I followed all the guidance on shark website but to no avail . So I thought I will simply return it . 

I then find out I am 5 days outside the return window . This item has 2 year warranty and a filter that is supposed to last 5 years . Anyway I try to make a return but the return window is asking for photos .Photos of what .No explanation or specifics .So do I simply upload a photo of the item?

Can anyone also advise on my rights here . 199 is far too much to write off.

I have contacted company via ebay messaging and awaiting from reply , but am at a loss as to why this item is outside any return window and any help or advice appreciated        

[tressygirl]

You cannot report this to eBay as they do not offer warranties or guarantees on items, just that they are just as described on receipt.  If they are not,  a buyer has 30 days under eBay's 30 day MBG,  Money Back Guarantee policy,  to return the item for a full refund.

There is no grey area demarcations here,  it's exactly 30 days and you confirm,  you are 5 days over that return date.

If you bought this from a Private seller you are too late to claim a refund.  You can try your payment provider,  see if they can help you with a refund.

If purchased from a registered UK business, who offered a guarantee and is now not upholding this,  then turn to Citizens Advice for your next steps,  if you wish to take this further.

@gamu-4184 

[gamu-4184]

Thanks for taking time to reply . I bought direct from shark via ebay .  I will try my payment card if indeed they wont take a return .

I would not buy an item such as this from a private seller as to be perfectly honest I wanted buyer protection but this appears to be non existent after 30 days even on a brand new item .

And ebay loses another good buyer . Thanks again for taking the time 

[tressygirl]

If they are a UK registered business, and offered a guarantee which now they are not complying to, then you could inform Trading Standards .

It's a lot of money , so if your payment provider cannot help,  turn to Citizens Advice for further assistance,  it's too much money to lose !

@gamu-4184 

[gamu-4184]

Sorry to be a pain .Just trying to clarify how things work on ebay . I buy a brand new item with 2 years warranty and guarantee and outside a 30 day window I have very little rights in returning an item to seller if it is faulty within that guarantee period . 

Please dont quote ebay 30 day policy again I am looking for good sound advice as to why the company is not liable to take a return on a faulty item that has not lived up to any reasonable period of reliabilty or use .

Why cant i simply return to seller for refund regardless of any 30 day period if item was brand new or do ebay not hold professional sellers to this basic right 

Thanks again for any replies

[gamu-4184]

If my only redress is to fight this on my own .I will not by another item on ebay

The only comfort I take is that other unsuspecting buyers may read this and choose to buy from outlets with better customer protection in place .

Trading standards and citizens advice...What about ebay stepping in . 

[tressygirl]

eBay do step in and do take action that sometimes result in selling sanctions on seller's accounts even a ban, but rules must be followed,  reports of a faulty item Have to be made within 30 days, that is eBay's Guarantee policy.

You say why can't you return to the seller direct?  If this is a UK registered business  offering a guarantee they are now not fulfilling,  you can return it to them but enforcing that refund is a matter between you and the seller, and can be difficult I agree. 

I am only suggesting the alternatives, that is Trading Standards and CA , if the seller doesn't comply with their guarantee,  and you wish to take this further.

Yes it takes time, but a said , it's a lot of money, so in my humble opinion it's worth the time, and I would certainly use my time to pursue this.

@gamu-4184 

@gamu-4184 

[roger_roger_over_and_nowt]

Basically,all Ebay ever come back with is "we are only a venue" because ,on every listing, it says "Seller assumes all responsibility for this listing.".

In other words,Ebay don't accept any responsibility for anything on their own site.

[gamu-4184]

I will Fight this . I know I have rights and will enforce them no matter how long it takes but my point is I should not have to .  

I am not 5 days outside any guarantee just 5 days outside ebay rules. I should be supported as a buyer of a reasonably high value item . In any event I can only ask the seller but looking at feedback they dont seem to be in any hurry to sort things out for buyers .

It is stressful, time consuming and makes using ebay unenjoyable . I have had many trouble free transactions on ebay, but cannot afford to lose 199 pounds on a faulty item so will not take the chance this may happen again . Why would I .

All the best and thanks for laying it out for me . Basically Im on my own to sort this out   

[xyz307xyz]

Is there not a phone number on the listing? If you are happy to, please give the item number if you can't see one. Thanks

[lloydsgifts]

Your guarantee is with Shark contact them phone no will be on the guarantee.

[xyz307xyz]

If it was from the same seller as:

https://www.ebay.co.uk/itm/186681016260

then there is this phone number and an email address on that item's page.

[xyz307xyz]

I'm not allowed to copy a phone number from a listing to put on here. As per my post #10 look for that info on your item's page - and ignore #12.

[papso22]

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@gamu-4184 wrote:

I will Fight this . I know I have rights and will enforce them no matter how long it takes but my point is I should not have to .  

I am not 5 days outside any guarantee just 5 days outside ebay rules. I should be supported as a buyer of a reasonably high value item . In any event I can only ask the seller but looking at feedback they dont seem to be in any hurry to sort things out for buyers .

It is stressful, time consuming and makes using ebay unenjoyable . I have had many trouble free transactions on ebay, but cannot afford to lose 199 pounds on a faulty item so will not take the chance this may happen again . Why would I .

All the best and thanks for laying it out for me . Basically Im on my own to sort this out   

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The thing to remember is that the ebay 30 day money back guarantee is protection that is in addition to your statutory rights, which you continue to have for a purchase from a business.

Ebay facilitates easy returns and refunds , but time limited to 30 days.

[ed_58611]

Call the 0800 number listed by the seller, bearing in mind that feedback shows that you may not get an instant reponse.

In the unlikely event that the seller ignores you completely, simply issue a chargeback, saying your item broke down after 3-4 weeks and the seller would not respond to messages, and therefore would not honour the 5 year warranty.

[gamu-4184 · Accepted solution]

Thanks to everyone who took the time to give helpful advice . 

I initiated a return and supplied pictures as instructed and the return was accepted . 

I have just dropped item off at post office and refund has been initiated .

Perhaps ebay may be more active in instances where brand new items fail quickly and buyers not left to feel abandoned if seller isnt cooperative . In any event I am so grateful to you all and thank you again for kind advice 

my kindest regards 

[papso22]

That's good to hear, clearly the business is acting in a business like way! 

Ebay allows you to open return cases after the 30 days and a seller can accept them and proceed to refund on return, or just refund.  The difference with an in time case is that if they don't co-operate then ebay can't step in.

[magpiecorner1]

Did you contact Shark direct? If not why not?

They are excellent at repair and replacement.  I've always found them a really good company to deal with.