Consumer Law

[ck1]

What's the legal status for returning a health food supplement to an online store, supplied in a security sealed pack, after it's been opened and used? Does the usual 14 day cooling off period apply?

[bednobs]

eerrgghh i hope not

[EDDIE51]

You can only return it if it is still sealed and unused unless it is defective in some way. What exactly do you want to do? Do you expect a refund?

[bednobs]

i realise that wasnt helpful. why is it being returned?

[gingejbee]

Is it faulty in some way...or do you just not like the taste?
The reason that you want to return it will make a big difference to the outcome.

[EDDIE51]

Do you mean you bought it and it was already opened and used or did you open it and now want to send it back?

[woofgang]

I think the cooling off mail order purchase thing only ever applies to good returned in a saleable condition.....

[ck1]

Thanks for the answers. It's actually one of my customers who bought a product from my online store. On trying to open the product she was a bit ambitious with the security seal and the lid popped off so she spilt some (this was her original complaint) but now she has claiming the product is faulty and sending various links to law sites etc which don't mention anything specific about the products in questions so I was hoping to find a clause etc that I could reply to her with. If she wasn't being such a "word removed" I'd happily change it for her but I really dislike her aggression!

[gingejbee]

You could peruse the Which? condensed version of the relevant regs....

https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

[EDDIE51]

Then you are not compelled to change it or refund . You can if you want but its up to you. I would be suspicious that she had tried it , didn't like it and is looking for an excuse to send it back.

[bednobs]

how is she saying it's faulty? tht the seal was faulty? If so, so what?

[Jahulaye]

What was the product? I regularly buy products for weight loss, vits for hair, skin and nails etc one of the websites I order from says in the “returns section”

“Any products with damaged or opened packages are strictly not returnable. If damaged or opened packages will be sent back to us, we will not return money.”

[ck1]

It was digestive enzymes for dogs. Our terms and conditions also clearly state that we won't accept any opened products. I'm not sure what she is saying is faulty, she has just seen that faulty products can be returned so is using that as her justification.