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-   -   Return of faulty goods - warranty process (https://www.englishforum.ch/other-general/289841-return-faulty-goods-warranty-process.html)

PedroCZ 05.02.2019 21:24

Return of faulty goods - warranty process
 
Hi all,

Do you know what the law is about the return of faulty goods within the warranty period? My situation is that I have ordered clothing from https://www.bergfreunde.de/ that I then returned after around 9 months (24 months warranty period) as it had a defect.
My questions are:
1) First of all, I assume since the goods were ordered from this German store, German law would apply in this case, right?

2) Do you know how long they have by law until they need to process the return? Is there any period given by law? From what moment is it counting? And what happens if this period is exceeded? Do I then have right for a full refund?

Anybody able to advise, please? Thank you.

Clocker 05.02.2019 21:26

Re: Return of faulty goods - warranty process
 
You say you have already returned the item. Have they received your return? Did they pre-authorize it (if applicable)? Have you had any contact with them since the return?

ZuriRollt 05.02.2019 21:36

Re: Return of faulty goods - warranty process
 
It's easy - did you read the terms and conditions of their return policy and did you comply with it?

PedroCZ 05.02.2019 21:49

Re: Return of faulty goods - warranty process
 
Ok, so some further info. First they requested some pictures of the faulty item. I sent that, then they asked me to send it back. It was delivered to them on Dec 14. I asked them on Dec 18 if they had received it. Then they replied on Dec 19:
Quote:

I can confirm that your parcel has been received. It's now up to our warranty team to get in touch with you as soon as they process the parcel.
We must ask at this time of year for a little patience as we are extremely busy and it must be noted that the majority of our suppliers/manufacturers will be closed for the entire holiday period.
Then they wrote me on Jan 3:
Quote:

Your complaint will now quickly passed on to our colleagues in the complaints department. This may take a few days, we hope you have understand that.
You get from us definitely more info once your return is processed.
And the last email from them is from Jan 4:
Quote:

We have received your complaint and we have forwarded it immediately to the manufacturer for processing.
The processing of your complaint by the manufacturer may take up to 30 days. We hope you have understand that.

We will get back to you in as soon as we have received feedback from the manufacturer!
There is nothing about the period within which they need to process it in their Terms and Conditions.
I would really like to know if there is any maximum period on the side of law, not the sellers conditions.

st2lemans 05.02.2019 22:45

Re: Return of faulty goods - warranty process
 
Quote:

Originally Posted by PedroCZ (Post 3038362)
I would really like to know if there is any maximum period on the side of law, not the sellers conditions.

As you are dealing with a German company, asking here is useless.

Try https://www.toytowngermany.com/ (German equivalent of EF)

Tom

PedroCZ 05.02.2019 23:01

Re: Return of faulty goods - warranty process
 
Quote:

Originally Posted by st2lemans (Post 3038385)
asking here is useless.

Useless? You think there is no chance anybody else here have ordered something from a German seller and had to return it? I understand that I have better chances getting the right info in the "Toytown" (thank you for the link), but "useless" seems as a bit of overreaction.
Plus this information might be useful to others as well. I believe many people order stuff from Germany.

Clocker 06.02.2019 07:03

Re: Return of faulty goods - warranty process
 
Quote:

Originally Posted by st2lemans (Post 3038385)
As you are dealing with a German company, asking here is useless.

The majority of our orders are from Germany. The reason being in Switzerland either the items are not availavle or they are but they are triple the German price. ;)

NotAllThere 06.02.2019 07:56

Re: Return of faulty goods - warranty process
 
Quote:

Originally Posted by PedroCZ (Post 3038387)
Useless? You think there is no chance anybody else here have ordered something from a German seller and had to return it? I understand that I have better chances getting the right info in the "Toytown" (thank you for the link), but "useless" seems as a bit of overreaction.

Said PedroCZ, overreacting.

You'd still be better asking in Toytown - larger pool of people who probably understand German consumer law better.


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