DEAN DUNHAM: Can I Get a Full Refund for My Faulty Oven After Waiting for Eight Weeks?
By Dean Dunham | Updated: 23:39 BST, 3 October 2023
I have been dealing with a faulty oven and have made a claim on my extended warranty. The claim has been accepted, but the warranty provider keeps postponing the repair appointment, citing a delay in parts arrival. It has now been eight weeks, and I still don’t have a working oven. My question is, can I request a full refund for the oven itself?
Samantha Wilder, via email.
Dean Dunham responds: Firstly, it is important to determine whether the issue with your oven stems from a manufacturer’s fault or regular wear and tear. The extended warranty should ideally cover issues related to wear and tear. If it is indeed a manufacturer’s fault and you bought the oven within the past six years, you do not need to rely on the extended warranty. According to English law, you generally have a six-year window to submit a claim.
In this case, you should reach out to the retailer from whom you purchased the oven and seek compensation under the Consumer Rights Act 2015. The retailer can then assess whether to offer a free repair, a refund (adjusted for the duration of use), or a replacement. Regardless of the chosen solution, you are entitled as a consumer not to be inconvenienced, which means the remedy should be implemented within a reasonable timeframe. If this is not possible due to unavailability of parts, you can demand an alternative resolution.
If the problem is due to wear and tear, the Consumer Rights Act will not be applicable. Instead, the terms and conditions of the warranty provider will apply, so it is crucial to review these carefully. However, even in these circumstances, there is still an expectation of reasonableness. If the warranty provider cannot provide a repair within a reasonable timeframe, it may constitute a breach of contract, affording you the right to claim compensation for the lack of a working oven.
The same principles can be applied to other situations as well, such as the automotive industry’s current shortage of spare parts.
Deliverymen Damaged My Wallpaper
I recently purchased a wardrobe and drawer unit online. Unfortunately, when the deliverymen brought the furniture into my house, they accidentally damaged the wallpaper in my hallway. I have raised the issue with the retailer, but they claim they are not responsible for this damage and would only be liable for damage to the goods. Is this correct?
A. N., via email.
Dean Dunham responds: This misconception is common among retailers. Although the Consumer Rights Act addresses remedies for faulty goods, it does not explicitly mention remedies for “consequential losses,” such as damage to property during delivery. However, the Act does not exclude consumers’ right to claim for consequential losses, making such a claim possible.
Hence, if your property is damaged by the retailer’s staff or a courier company they have engaged, you are entitled to seek reimbursement for the necessary repairs. Obtain three quotes for the remedial work and submit them to the retailer along with your demand for payment or compensation.
You can reach out to Dean Dunham at Money Mail, Scottish Daily Mail, 20 Waterloo Street, Glasgow G2 6DB, or via email at [email protected]. Please note that the Daily Mail cannot accept any legal responsibility for the information provided in this article. Share or comment on this article: Some links in this article may be affiliate links. If you click on them, we may earn a small commission. This helps fund This Is Money and keeps it free to use. We do not write articles to promote products, and no commercial relationship affects our editorial independence.
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