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Subject Topic: Towsure (Topic Closed Topic Closed) Post Reply Post New Topic
25/6/2017 at 10:11pm
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When buying online without seeing the item 'in the flesh' be aware of Towsure's misleading returns policy and 'no quibble guarantee' which tells you that they will accept returns if unused and in their original packaging. I returned an awning in its original packaging but this was not acceptable.It seems a full refund will only be given if you have not removed the item from the packaging. I am not sure how you are meant to see if an item is suitable without removing it from its packaging. They offered me a credit note less 15%. I will not use Towsure again- better to use Amazon.


25/6/2017 at 10:46pm
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Well if you are unhappy, then better to use another retailer next time, as you suggest.

I'm not sure how why you think their returns policy is "misleading" though. "Unused and in original packaging" is far from misleading to me - it's clear as crystal! Many shops and retailers have similar policies (i.e. return unopened if you have simply changed your mind).

Look at it from their point of view - they cannot now return this item and sell it as new, so it seems reasonable to offer you your money back minus a small percentage to compensate for devaluing the product.

Not everyone can operate like Amazon - but unfortunately now everyone expects to be able to open up their goods, decide they no longer want them, then claim a full refund.


25/6/2017 at 10:57pm
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If bought online and not seen in the flesh I think it's the law that you can have a full refund in a certain number of days if it's not as you expected.   Ring citizens advice. Some people might have dishonestly damaged it and then returned it for a full refund.

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It is not the strongest of the species that survives, nor the most intelligent, but the most responsive to change. - Charles Darwin



25/6/2017 at 11:08pm
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Eldiss - op didn't say that it was damaged (that would definitely be eligible for a full refund) - merely that it wasn't "suitable".


25/6/2017 at 11:16pm
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I'm aware of that Horsepills. My input said some other people would.

Anyway it was probably unused and in its original packaging. If the packaging's not damaged what's the problem?

If you aren't able to assess it properly from a photo/diagram/description it's the law I think to be able to get a full refund.

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It is not the strongest of the species that survives, nor the most intelligent, but the most responsive to change. - Charles Darwin



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25/6/2017 at 11:46pm
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The Consumer Rights Regulations may help.

It seems to suggest that you are allowed to remove items from packaging in order to examine them except for some items like CD's etc. Worth reading through it.

It states..."A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop."

I am not quite sure how you would assess an awning in a shop but perhaps you might want to see it erected.

Post last edited on 25/06/2017 23:51:59


25/6/2017 at 11:48pm
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My understanding of items purchased online is that you have the right to inspect them and return for a full refund if not as required (you pay postage, if it's simply a change of heart and there's no damage). In other words, if it's been inspected (but not pitched), it should be able to go back. And, I think it's illegal to charge a re-stocking fee.

But, this is just my understanding (I'm sure I've read it somewhere, not made it up!). Best check with Citizens Advice or do a bit of Googling, just to be sure...


25/6/2017 at 11:49pm
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Quote: Originally posted by Bob61 on 25/6/2017
The Consumer Rights Regulations may help.

It seems to suggest that you are allowed to remove items from packaging in order to examine them except for some items like CD's etc. Worth reading through it.



It does say though "A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary."


25/6/2017 at 11:51pm
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Quote: Originally posted by rowenaburton on 25/6/2017
...they will accept returns if unused and in their original packaging. I returned an awning in its original packaging but this was not acceptable.


Erm, just a quick question: is there anything missing from this statement? Did you return it UNUSED and in the original packaging? And within their stated returns time frame?



25/6/2017 at 11:53pm
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Quote: Originally posted by Bob61 on 25/6/2017
The Consumer Rights Regulations may help.

It seems to suggest that you are allowed to remove items from packaging in order to examine them except for some items like CD's etc. Worth reading through it.

It states..."A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop."

I am not quite sure how you would assess an awning in a shop but perhaps you might want to see it erected.

Post last edited on 25/06/2017 23:51:59



Ah, knew I'd read it somewhere!


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25/6/2017 at 11:56pm
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Quote: Originally posted by horsepills on 25/6/2017
Quote: Originally posted by Bob61 on 25/6/2017
The Consumer Rights Regulations may help.

It seems to suggest that you are allowed to remove items from packaging in order to examine them except for some items like CD's etc. Worth reading through it.



It does say though "A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary."



Yes but it goes on to say, "The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop."

I am not quite sure how you would assess an awning in a shop but perhaps you may want to see it erected.



26/6/2017 at 9:24am
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"unused and in its original packaging". It doesn't say it mustn't have been taken out of said packaging. Distance selling. You have a right to return it within a certain time.

Nora


26/6/2017 at 10:25am
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I'd like an update from rowenaburton to our comments. Was it used before returning?

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It is not the strongest of the species that survives, nor the most intelligent, but the most responsive to change. - Charles Darwin



26/6/2017 at 1:31pm
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What is the definition of used? Attaching it to the caravan to check it over then deciding it doesn't quite work as expected so re-packing it again, or actually going camping in it?


26/6/2017 at 1:40pm
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Going camping in it in my book Bob61. 😊

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It is not the strongest of the species that survives, nor the most intelligent, but the most responsive to change. - Charles Darwin



27/6/2017 at 4:05pm
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Hiya, we have heard from Towsure and we can confirm what actually happened. This lady did in fact open the awning which was then fitted onto her caravan awning rail and pitched. She then decided it was not suitable for her needs. Towsure explained their returns policy, and advised a full refund could not be offered if it had been used - with the customer's agreement they then arranged collection and transportation back to their head office for inspection.

Whilst the returned awning did indeed have it's original packaging, it could not be resold as a new product, due to the fact it had been used and any dirt or marks to the fabric which could have been caused whilst trying it out.

Towsure then offered her the option of a credit note less 15% (a fair handling charge as they would have to resell the product at a discounted rate as a "used" product) On the customer's request they paid for it to be transported back to the customer's local store where she collected it again.

Towsure offer a very clear and fair returns process on an item which is UNUSED and in it's original packaging, and did try to go above and beyond to assist the customer as much as they could, but obviously do not offer a "try and return" policy (and the item was not faulty)

It is good to get the full story from both parties to prove all is not as it seems when someone complains and tries to discredit a company using these forums.

Cheers Ratty

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