Bought a laser printer from Staples a few months ago. It's now packed up and only prints on half the page.
Staples are insisting I return it at my expense to HP, quoting a line on their website which reads "Please note: This item is non returnable within 30 days (unless damaged or faulty). After 30 days the customer must call the manufacturer and follow their returns policy."
I bought it in store. Can they insist on this or should I head back down and kick up more of a strop? (I suspect they do this precisely because they know that no-one will post a £45 laser printer back to the manufacturer at their own expense).
They can write any random crap on their website. Doesn't mean that it trumps your statutory rights - return to the shop to sort out because your contract is with them, not HP
But they clearly say:
"Please note: This item is non returnable within 30 days[b] (unless damaged or faulty)[/b]. After 30 days the customer must call the manufacturer and follow their returns policy."
Go back with bombers or a full bladder...
They're not above the law, it's not fit for purpose.
Bought a few printers and various other equipment from Staples for work and never had an issue with returns.
"Please note: This item is non returnable within 30 days (unless damaged or faulty). After 30 days the customer must call the manufacturer and follow their returns policy."
Yeah, what I thought but manager in store said that's if breaks in the first month.
I thought standard practice with electricals was the first 12months on any warranty was down to the place of purchase to rectify, after that you would contact the Manufacturer.
I'm pretty certain even if you contact the manufacturer(HP)then they will refer you back to Staples in the first instance.
Failing that lob it in the bin and buy a Brother one.
Your contract is with the place of purchase, not the manufacturer. You have no working relationship whatsoever with HP. If it's deemed that it needs to go back to HP, that's their problem not yours.
In insisting you deal directly with the manufacturer they are breaking the law. (It can often be preferable to deal direct, but you are not obliged to.) Within six months it is their responsibility to prove that it is not a fault inherent from new, and they are obliged to make good (repair / replace / refund) without unnecessary inconvenience to the customer.
A 12 month seller's / manufacturer's warranty is just that - it's a warranty [i]in addition to [/i]the SoGA which depending on circumstance can be anything up to six years (though probably not for a cheap printer).
I'd say, "just to be clear, are you refusing to honour my statutory rights under the Sale of Goods Act?" - ideally, in writing. That usually helps focus the mind.
Can't see anything about 30days on the warranty section on there 'Terms and conditions' page.
12. WARRANTY/COMPLAINTS
12.1 You are always entitled to your statutory warranty rights that the purchased Product must comply to what was agreed upon between you and Staples. If you purchased Products that were not manufactured by Staples, you may be entitled to (additional) warranty (terms) from the original manufacturer or the supplier of Staples. You can never claim any additional warranty you are entitled to under the statutory or Staples’ warranty, or the warranty of the manufacturer and/or suppliers of the Products.
12.2 In case that you want to make a claim under a warranty provided by Staples, you should inform Staples of the defect as soon as possible after discovery was reasonably possible, failing which you may lose your right to make any claims under the warranty. Complaints concerning perishable products (e.g. food products) should be made within forty eight (48) hours after delivery.
12.3 Under Staples’ warranty on its own brand products, claims can be made for material- or manufacturing defects. A valid claim will result in a free repair or replacement of the Products, such at the discretion of Staples. If repair or replacement is not possible or reasonable given the costs involved, Staples will be entitled as an ultimate remedy to reimburse the costs. With regard to any claims for payment of damages or costs, Article 13 of these Terms is applicable.
12.4 After reporting the defect, you shall enable Staples to investigate the Products. The inspection of the defect Product shall take place at the then current location of the Product, or the facilities of Staples, such at the discretion of Staples. Costs for transportation/returns will be for Staples, unless the warranty claim is denied, then the Customer shall have to pay the transportation costs.
12.5 Any defects to the Products that are a result of normal wear and tear, or any other external cause, such as but not limited to, damage due to transportation by the Customer, incorrect use, or if Customer has made any repairs to the product without the prior written permission of Staples, will not be covered by the warranty, unless such use or repairs are inherently connected to the use of the Products.
Can't see anything about 30days on the warranty section on there 'Terms and conditions' page.
The quote in the OP doesn't make sense anyway. It's not returnable within 30 days, then after 30 days it's still not returnable? What?
Flaperon, have you got a link to the web page you were pointed to please? (Not that it's remotely relevant - the SoGA applies, not whatever policy they happen to have made up - I'm just curious.)
Staples can put anything they want in T&C your statutory right over ride this, your contract is with staples, theirs is with HP your liability stops at returning to the store, to sent to HP is theirs end of......