1. McNyat

    McNyat

    Messages:
    347
    Name:
    Ciaran
    Edit My Images:
    Yes
    Hi, could someone let me know if a full refund is available if returning a used lens (if not totally satisfied with it)?
     
  2. john.margetts

    john.margetts

    Messages:
    1,940
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    Yes
    Depends on who you bought it from and when. If you bought from a business over the interweb you get 14 days to change your mind so long so you have not been using it - you have to pay return postage. If you bought privately from an individual you have no rights.

    Many businesses offer much better terms than the legal minimum - you need to ask them what they offer.
     
    McNyat likes this.
  3. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    No

    He did. The is a mpb.com forum ;)
     
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  4. john.margetts

    john.margetts

    Messages:
    1,940
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    Yes
    So it is! A quick look at MPB's web site will tell him better than asking here.
     
  5. McNyat

    McNyat

    Messages:
    347
    Name:
    Ciaran
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    Yes
    Yep, it would be mpb. Just that ive heard that some lenses can br soft when shooting wide open and want to make sure that im happy that the hard earned cash is well spent, and if not can i return?
     
  6. Dave1

    Dave1

    Messages:
    7,431
    Name:
    Dave
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    Yes
    Their website is actually at odds with the law, you have 14 days to return under the Consumer Contract Regulations 2013.


    They say:
    https://intercom.help/mpbcom/after-sales/returning-a-non-faulty-item-within-7-days

    The law says:

    https://www.gov.uk/online-and-distance-selling-for-businesses

    More details, including the fact the retailer has to refund within 14 days of the return.

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


    Someone should tell Kyra she's breaking the law...
     
    McNyat likes this.
  7. mpb.com

    mpb.com Advertiser

    Messages:
    305
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    No
    Hi @McNyat - I never received a notification about your post so apologies for not responding sooner.

    How long have you had the lens for and from what you've said here, there are no functioning issues with it?

    Clare
     
  8. Dave1

    Dave1

    Messages:
    7,431
    Name:
    Dave
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    Yes
    I note you still haven't fixed the page that is at odds with the current UK law?

     
  9. mpb.com

    mpb.com Advertiser

    Messages:
    305
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    No
    Hi @Dave1 - we do have a 7 day return policy but we can be flexible depending on what the situation is with the customer returning their items.

    Thanks
     
  10. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    No
    14 days returns is the LAW. So a customers situation and your flexibility shouldn't even come into it.

    To be more specific a customer has 14 days in which to notify you of their intent to return and item and then a further 14 days to get the item back to you.
     
    Last edited: Jul 9, 2018
    Dave1 likes this.
  11. Dave1

    Dave1

    Messages:
    7,431
    Name:
    Dave
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    As @ecoleman says, you cannot "be flexible" when the law specifically details a 14 day return. By attempting to pretend the period is 7 days you are breaking the law.

    In fact, you are possibly opening yourself up to the customer legally being allowed to cancel and return the product at any time in the first 12 months if you don't correctly advise them of their legal right to return up to 14 days after delivery.

    https://www.gov.uk/online-and-distance-selling-for-businesses
     
    Last edited: Jul 9, 2018
    ecoleman likes this.
  12. User.82148

    User.82148 Suspended / Banned

    Messages:
    858
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    Yes
    Did it use to be 7days under the old law (Distance Selling Regs)?
     
  13. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    No
    7 working days. This was quite a few years ago now (2013 I believe) so no excuse for not updating the website or knowing the current, 5 year old law.
     
    Archie747, hashcake and Dave1 like this.
  14. mpb.com

    mpb.com Advertiser

    Messages:
    305
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    Hi, apologies for the late reply here - I've been out of office and also checking this with my managers.

    We do offer the legal 14 day return policy but on the website and in other messaging we say 7 as it allows for working days and time for the returned kit to arrive back with us.

    I have however passed on your feedback to get this updated on the website to make it clearer for our customers. Please let me know if anyone has more questions.

    Thanks,

    Clare - MPB
     
    Last edited: Jul 11, 2018
  15. gramps

    gramps

    Messages:
    32,389
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    No
    :thinking:
     
  16. Dave1

    Dave1

    Messages:
    7,431
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    Dave
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    Yes
    Sorry, but that makes absolutely no sense.

    The law allows the customer 14 days from delivery to notify you they wish to cancel and a further 14 days in which to actually return the item, that means a customer has up to 28 days to actually return the item.

    Any attempt to deceive your customers to think it's 7 days is against the law.

    It sounds like even your managers need to educate themselves into what the law says, maybe a guide from Which would help:

    https://www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online
     
  17. McNyat

    McNyat

    Messages:
    347
    Name:
    Ciaran
    Edit My Images:
    Yes
    Hi Clare,
    Sorry only getting to reply now... Just asking if I were to buy a lens if it was acceptable to return it if not totally happy with it, even if there is nothing technically wrong with it? Its just that I would be a bit on the fussy side, and if Im going to spend upwards on a thousand pounds on a lens I would have to be really happy with it...
     
  18. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    No
    You can return it regardless of what MPB staff tell you. You cannot use it for a few days and then decide to return it though. You have the right to examine the goods as you would in a shop and return it if it is not suitable.
     
    john.margetts likes this.
  19. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    No
    That’s a pretty lame explanation. I’m really struggling to see what “working days” has to do with it.

    It’s very simply; 14 calendar days to inform you of their intent to return an item and a further 14 calendar days after notification to get the item back to you.
     
    Dave1 likes this.
  20. User.82148

    User.82148 Suspended / Banned

    Messages:
    858
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    Yes
    Having looked at their T&C, they say:

    7.1 You have the right to cancel your order of to return items if not as described within 7 days by: (not my typo)

    I am not a lawyer but this appears wrong on two counts:

    7 days should be 14 and it does not matter if they are not as described does not matter, no reason is required.

    Gov.com states:

    You must tell the customer they can cancel their order up to 14 days after their order is delivered. They don’t need to give a reason for cancelling.

    If you don’t tell the customer about their right to cancel, they can cancel at any time in the next 12 months. If you tell them about the right to cancel during these 12 months, they have 14 days to cancel from when you told them.
     
    Leroy4bz, Dave1 and ecoleman like this.
  21. mpb.com

    mpb.com Advertiser

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    305
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    Hi again, I'm just checking with our returns department on what the policy would be here. Thanks!
     
  22. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    REALLY!!!! Well you’ve just lost me as a future customer.
     
    Last edited: Jul 12, 2018
  23. mpb.com

    mpb.com Advertiser

    Messages:
    305
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    No
    Hello everyone - this issue has been raised and is currently being reviewed. I can assure you that this is being taken seriously and is being updated.

    We're always happy to take on board feedback from our customers - we want to provide the best experience for when buying and selling your equipment, so thank you for raising this issue with us.

    Please don't hesitate to get in touch if you have any further questions.

    Thanks

    Clare
     
  24. mpb.com

    mpb.com Advertiser

    Messages:
    305
    Edit My Images:
    No
    Hi again - this will be the same policy for all customers, regardless of their value. As I have also just posted on this thread, our return policy will be updated too so please bear with us.
     
  25. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
    Edit My Images:
    No
    Well that's good I guess, although I'm not sure why you should be learning the law from your customers. You've been provided a number of links in this thread, I suggest you familiarise yourselves with the law and not rely on your customers feedback.
     
    Dave1 likes this.
  26. gramps

    gramps

    Messages:
    32,389
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    No
    Two weeks and this has still not been rectified to comply with the legal requirements! :thinking:
     
  27. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    No
    Maybe a few emails to trading standards?
     
  28. Dave1

    Dave1

    Messages:
    7,431
    Name:
    Dave
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    Yes
    It is beginning to look like it was a deliberate act by @mpb.com seeing how they haven't bothered rectifying it.
     
    wooster likes this.
  29. mpb.com

    mpb.com Advertiser

    Messages:
    305
    Edit My Images:
    No
    Hi everyone, this is still going to be changed on our website but it is taking longer than expected as we have a lot of other website updates and fixes alongside this. I can assure you it is being taken seriously and will be changed.

    Thanks
     
  30. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
    Edit My Images:
    No
    I can change the terms and conditions on my website within seconds.
     
    Dave1 likes this.
  31. gramps

    gramps

    Messages:
    32,389
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    No
    Indeed, since it's been the law now for several years!
     
    Dave1 and ecoleman like this.
  32. Dave1

    Dave1

    Messages:
    7,431
    Name:
    Dave
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    Yes
    LOL

    You’ve been told you’re breaking the law but you’ll delay it because you want to sort other website updates out first?

    It doesn’t look like it, you look like shysters attempting to stretch out the deceit for as long as possible.

    Really really poor, my opinion of MPB as a decent retailer has dropped, drastically...
     
  33. mpb.com

    mpb.com Advertiser

    Messages:
    305
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    No
    Hi everyone.

    It does take longer for us to run an update on the website like this - we have a development team and this will involve altering codes on the site, and many different references on the site as well. We will be changing this for the 3 different markets that we operate in (UK, US and Germany) as well. We have a new release planned which this will be a part of which unfortunately does take longer than updating a Facebook page or personal website.

    We are really sorry for the delay here as this is an issue that should have been fixed sooner, but it is being changed and will be live as soon as possible.

    Thanks
     
  34. Dave1

    Dave1

    Messages:
    7,431
    Name:
    Dave
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    Yes
    I’m pretty sure @ecoleman runs an internet business, you’re being a bit presumptuous to denigrate people as if all they would be doing was “updating a Facebook page or personal website”.
     
  35. jakeblu

    jakeblu

    Messages:
    8,159
    Name:
    Steve
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    Yes
    With all due respect to @ecoleman I doubt his website is as extensive as MBP
     
  36. gramps

    gramps

    Messages:
    32,389
    Edit My Images:
    No
    Dave1 likes this.
  37. ecoleman

    ecoleman

    Messages:
    4,733
    Name:
    Elliott
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    No
    Oh I don’t know. 47,000 different laptop models supported. 98,000 individual chargers and batteries listed. I think it’s pretty extensive.

    But just like MPB, there is only one return policy. There is no need to change any code on the website in order to change their return policy. I don’t care what platform they run their site on.
     
    Dave1 likes this.
  38. jakeblu

    jakeblu

    Messages:
    8,159
    Name:
    Steve
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    Yes
  39. jakeblu

    jakeblu

    Messages:
    8,159
    Name:
    Steve
    Edit My Images:
    Yes
    Sorry, my mistake, I had assumed it was your photo website.
     
  40. ukaskew

    ukaskew

    Messages:
    3,192
    Name:
    Chris
    Edit My Images:
    Yes
    No update yet.

    And although it's a guide, it also says that items are usually checked within 2 working days. That's so far out in my experience it's laughable.

    I've just checked my last few transactions (all within the past 8 months) from confirmation email of receiving goods to confirmation of goods checked/asking for my payment details

    10 working days (flagged priority after chased by email)
    5 working days
    4 working days
    10 working days (flagged priority after chased here on TP)

    So an average of 7 working days.

    In fact I have to go back 2 years to find my one and only transaction processed in 2 days.
     
    Last edited: Aug 11, 2018

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