A customer who purchased an electronic dart scorer from an online website has sucessfully received a full refund of £450, thanks to the intervention of the UKICC team.

Upon delivery of the product, the customer discovered a fault on one of the buttons and thus the device could not be switched on. When the customer intially contacted the trader about this issue to arrange a return, the trader refused and insisted that the product is returned to the manufacturer instead.

The customer provided video evidence of the fault and reminded the trader of their rights under the Consumer Rights Act 2015, which entitles buyers to a full refund if the product fault is reported within 30 days of purchase. Despite this, the trader continued to direct the consumer to the manufacturer and did not resolve the issue. Klarna, the payment provider, also intervened but no progress was made after a month.

The case was then referred to the European Consumer Centre partners in the Netherlands, where the trader eventually offered a repair or replacement. However, since the fault had been reported within one week of delivery, the customer was legally entitled to a full refund.

Following further intervention, the trader provided a free returns label and confirmed that a full refund would be issued once the product was returned. The customer returned the item and received the full £450 refund.

The customer expressed their satisfaction of the outcome and praised the support and guidance they received throughout the process. This case highlights the importance of knowing and asserting your consumer rights, particularly the protections offered under the Consumer Rights Act 2015.