trails

iTrader: (41)

I'm trying to return some goods I brought from Newera and have been told;

"Goods are not returnable to the original supplier – this is the policy of all trade suppliers to us in Japan. Therefore we cannot return the goods supplied to you."

Does anyone know if that s correct, I feel like the are trying to pull a fast one?

Ian

my00scooby

iTrader: (1)

Is it because the goods are faulty or just that you don't want them anymore.

They may have different consumer law in Japan which means they don't have to provide returns on non-faulty goods.

trails

iTrader: (41)

That's what I'm wondering; if so I'll have to shut up and take it but if it's a company policy I'll push back!! There is nothing wrong with the goods, I just want to exchange them as they don't fit...the error was mine, I have freely admitted that but don't want to write the money off!

R4LLY

iTrader: (1)

It sounds like a company policy, otherwise otherwise Japanese brands couldn't offer a warranty could they?...

Why not return it to their UK base, and wait for a replacement?

Newera are normally pretty good on Customer service...

GC8

They arent obliged to take anything back that isnt faulty. Its essentially a special order and theyd be left with the parts.

trails

iTrader: (41)

yep that's correct, they are not obliged to take anything back that is a 'special order'...unfortunately there is nothing on the form that says its' use defines the goods as 'special order'.

To be honest from a customer service perspective I expected a little more support from Newera, they have an excellent reputation, I have no issue swallowing the 35% re-stocking fee and I want to purchase replacement goods. Surely it can't be that difficult to speak to a supplier (Dunlop in this case), and arrange to swap out unused still packaged goods?

I've phoned the UK number and it diverts to the Japan office!

joey_turbo

iTrader: (26)

AFAIK buying overseas, or even in the same country where the item has been posted, is covered under the Distance Selling Regulations The Office of Fair Trading: Distance Selling Regulations

You can return with 7 days of receipt

trails

iTrader: (41)

Thanks Joey, not sure if it would be covered...if you click on Enforcement you get this info;

"These regulations are enforced by the Office of Fair Trading, local authority trading standards departments in England, Scotland and Wales and the Department of Trade, Enterprise and Investment in Northern Ireland."

anyone?

KiwiGTI

Distance Selling Regulations have absolutely no jurisdiction outside the UK, and I think even in the UK there are exemptions for certain items and scenarios - special orders being one of those I think.

4X4BOB

did you pay with a credit card? If so, speak to them for advice!

trails

iTrader: (41)

I actually used PayPal, but their grievance process won't help in this case.

trails

iTrader: (41)

thanks Kiwi, that's what I feared.

4X4BOB

PAYPAL

Depends how you fund your PayPal payments?

I fund any PayPal payment via a credit card. I have a credit card just for this purpose and pay it off each month with the cash I owuld have used anyway.

Then you are covered!

trails

iTrader: (41)

I know, I've been clearing stuff out on e-bay so had a positive balance to use up

I do pay by credit card monthly so I best phone my credit card company

KiwiGTI

Think they are pretty much covered :

The Office of Fair Trading: Exceptions to the regulations

trails

iTrader: (41)

yep, being neatly closed down from every direction; credit card can't help because there is no problem with the goods.

mykp

I've never had a problem returning goods to Japan, whether that be me sending it back from here, or when I actually lived in Japan. And I buy a lot of stuff from Japan.

I would imagine this is a company rule.