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Hello, welcome to Justanswer. My name is Tony and I shall help you with this today.
Yes, you're right. If you buy goods as a consumer over the internet or via any other form of distance communication (e.g. post, telephone), then you have the right to cancel the contract and require a full refund within 7 days.
That period is extendable up to 3 months if you were not told about cancellation rights, but most bigger companies ensure they don't fall foul of this by including the notificiation in their terms and conditions, which we all never read and just tick the box on the screen to say we understand them.
It's best therefore to work on the basis of 7 days usually.
If you wish to exercise your cancellation rights in this regard, you will need to prepare a written notice (in the form of a letter or email) to go to the company. In that notice, or email, you should say that you're cancelling under the distance selling regulations.
What then is the next step for me? All I have for them is a customer services email number.
Do you have the name of the company? If so, you can find out the registered address of the company from Companies House.
Letters should be sent to be registered office address if possible.
Is also sensible to send the same notice to whatever email address you have for them.
The appropriate email address is usually notified to you in their confirmation of order acceptance email.
The agents keep saying that they can only take something back if there is a fault. I have already told them I thought this not true - which you have confirmed. In good faith I waited for the engineer inspections (all I want is a working machine). I take it this doesn't affect the 7 days as I complained about the machine in time?
Are you there my screen show you as been disconnected?
hello - no here!
Ah good.... don't know what happened there.
Sometimes, even businesses just don't understand the law. Or, more cynically, if they do understand that, they like to pretend that they don't. I'm not saying that is the case here, but you just never know!
At the end of the day, if they refuse to give you your money back, when you're entitled to it, you may have no option but to issue court proceedings. If you paid by credit card, then you can always take this up with the credit card company, and they are likely to take the issue up directly with the retailer. The credit card companies are liable in the same way as the retailer you see.
Is there anything else that you would like me to address for you?
Hello, are you there?