How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jo C. Your Own Question

Jo C.
Jo C., Barrister
Category: Law
Satisfied Customers: 69266
Experience:  Over 5 years in practice
Type Your Law Question Here...
Jo C. is online now

Hi, I purchased a saw online for my husband, he is a builder

Customer Question


I purchased a saw online for my husband, he is a builder and needed a brick saw to take out individual bricks from a renovation he is doing. It cost £995 & VAT, and manufactured by ARBOTECH.

I purchased this on 19th April.

He didn't use it straight away, but when he did use it on Friday, it broke after 45 mins and was in usable.

I emailed the online retailer ( TOOLSTOP) I purchased it from to return the saw, and they sent a courier to collect it on Wednesday.

I have received a call from Toolstop today, they state the saw went back to Arbotech, who have repaired the saw, and are refusing a refund as it is repairable and I am out of their 14 day terms.

I was under the impression that if an item is faulty, I was entitled to a refund, and had longer than 14 days to determine if its faulty.

I am disillusioned with this product, and feel cheated that I have paid over £1000 for an item that's already had to be repaired.

Can I demand a refund or are they right?
Submitted: 3 years ago.
Category: Law
Expert:  Jo C. replied 3 years ago.

Thank you for your question . My name is Jo and I will try to help with this.

In order to give you answer tailored to your circumstances I will need to ask you some preliminary questions so that I can consider your position from all angles

Is it repaired to good condition ?

Is it properly repaired?
Customer: replied 3 years ago.

I've yet to receive the repaired item so I don't yet know.

Expert:  Jo C. replied 3 years ago.

You have rights under the distance selling regulations to cancel unconditionally for the first seven days after delivery. Clearly they have given you a longer period under the contract but unfortunately you are outside of that time period.

You do have rights under the Sale of Goods Act to reject a faulty item and demand a refund. Usually you have to show that you have not ‘accepted’ it.

Generally speaking a retailer will usually offer a refund, exchange or repair without argument in the interests of good business which is why this doesn’t come to light all that often. Since this is an expensive item, they might dig their heels in I suppose.

Whether you can show that you didn’t accept it is difficult to say here. You have kept the item for some item. I do realise you have a reason for that and that might be accepted but it is something you will need to explain. On a positive side, you only used it one and it developed a significant fault.

Failing the right to reject you have a right to demand a repair and if that repair is inadequate to restore the saw then your rights to demand a refund in full are revived.

The truth is that if you sued then they might well settle at the small claims court to avoid the manpower that it would take to contest this claim although, obviously, nobody can guarantee that.

Hope this helps. Please let me know if you need more information.

What Customers are Saying:

  • Thank you so much for your help. Your answers were really useful and came back so quickly. Great! Maggie
< Previous | Next >
  • Thank you so much for your help. Your answers were really useful and came back so quickly. Great! Maggie
  • A quick response, a succinct and helpful answer in simple English. I believe I can now confront the counter party with confidence -- worth the 30 bucks! Rick
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther

Meet The Experts:

  • Jo C.

    Jo C.


    Satisfied Customers:

    Over 5 years in practice
< Last | Next >
  • Jo C.'s Avatar

    Jo C.


    Satisfied Customers:

    Over 5 years in practice
  • Ben Jones's Avatar

    Ben Jones

    UK Lawyer

    Satisfied Customers:

    Qualified Solicitor - Please start your question with 'For Ben Jones'
  • Buachaill's Avatar



    Satisfied Customers:

    Barrister 17 years experience
  • Max Lowry's Avatar

    Max Lowry


    Satisfied Customers:

    LLB, 10 years post qualification experience
  • UK_Lawyer's Avatar



    Satisfied Customers:

    I am a qualified solicitor and an expert in UK law.
  • Kasare's Avatar



    Satisfied Customers:

    Solicitor, 10 yrs plus experience in civil litigation, employment and family law
  • Joshua's Avatar



    Satisfied Customers:

    LL.B (Hons), Higher Prof. Dip. Law & Practice