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These are the standard terms and conditions from what I can see. I've only come across a few companies that will arrange collection at their expense. Most require you to arrange return and pay initially, with a refund arranged if the item is confirmed as faulty. They generally do this as internet buyers can legally return any item bought online within 7 days irrespective of any fault if they so wish, in which case the buyer carries the cost of return. Consequently, retailers prefer to inspect the item to confirm a fault before accepting the cost of the return.

The reference to "cost up to a limit" covers them from a customer using a rediculously expensive return method, which they would then have to pay for. It is often best to consult the retailer to ask which method/company they would recommend you to use for the return.

"Repair or replace" is also a standard phrase and where companies can they will generally go for a replacement as they generally can return a faulty item back to the manufacturer and its less hassle for them, but sometimes the manufacturer requires a different approach. Also where items are no longer available or the item has been used for sometime by the purchaser prior to the fault repair is the only viable option. The phrase just covers both scenarios.

It is always wise to check the terms and conditions of any company you decide to use as these will be the terms governing your purchase contract, supplemented by your statutory rights for online purchases.

If we buy on line and its faulty then we have to pay to return it. That is the position and we all have to live with that I am afraid. We may not like it but that is the law.  No point in complaining about it, that is the way it is.

Hey ho

We could always write to our MPs and ask for the law to be changed

Phil