Posted 1 day ago

John Lewis Laptop refund policy

Hi, I was wondering if anyone can help please?

I’ve purchased a laptop from John Lewis online, am I ok to open and use the laptop to see what it’s like and if it’s unsuitable then return it without John Lewis refusing refund?

Thank you for your help in advance.
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  1. AndyRoyd's avatar
    And a quick Google of JL refund policy seems to suggest once you've tried it it can't be returned

    JL can include whatever terms it chooses in its voluntary (repeat: voluntary) 30 days return policy,
    but for statutory (repeat: statutory) 14 days cancellation of off-premises sales returns JL terms mean nothing as retailer ramble does not override legislation, where legislation specifically permits the consumer to assess:
    what is necessary to establish the nature, characteristics and functioning of the goods
    which by definition requires use of the power button,
    and can be achieved without detriment to the condition of the product.

    If dull enough to pick apart the Google result:
    personalised in any way
    can likely be bypassed by implementing an option to reset to factory default.
    dave7's avatar
    I think the Consumer Contracts Regs do apply in this - even if the item has been plugged in. The difference is that under the CCRs the retailer can reduce the value of a refund if the consumer's handling of the goods has reduced their value. Some retailers may try to avoid complying with the regs, but that does not mean the regs don't apply. They do.
    So plugging in and installing windows will probably be classed as "using" the laptop, even if it is returned to factory settings. The value will thus be reduced and the whole purchase price may not be refunded.

    The person posing the question mat wish to take a chance on getting all their money refunded but personally I wouldn't return a laptop unless it doesn't work properly.... even if I'd bought it online under the distance selling regs. Retailers these days are not our friends.
  2. The2Time's avatar
    How can you not know if a laptop is suitable or not - the specs will tell you.
    PS5's avatar
    Keyboard ergonomics for one.
  3. dave7's avatar
    I'd imagine the problem is that in order to test a laptop you need to register the software in order to make it work. Reformatting the hard drive will then mess the "as new" setting up presumably.
    John Lewis's customer service isn't what it used to be so you may be on a sticky wicket. On the other hand hopefully when you test it you'll like it and keep it!
    dave7's avatar
    And a quick Google of JL refund policy seems to suggest once you've tried it it can't be returned...this too came up
    "At John Lewis & Partners we adhere to Consumer Rights and any regulations in force. Your rights are that you may inspect any item for suitability, but once the laptop has been opened and turned on and personalised in any way, this is then classed as the item being in a used condition, therefore is not re-saleable."
  4. J99's avatar
    Author
    Does anyone have any experience of trying to return a laptop to John Lewis which they have tested before please?
    pc1974's avatar
    I did. They would not accept it. Had to take them to small claims court to get money back
  5. PS5's avatar
    Did you read JL return policy?

    And did you buy online as consumer laws will allow you to open and check yes.

    Edit.. Saw you said online.. Go for it (edited)
    PS5's avatar
    You will get away with using it provided they can't tell and still looks as new and you factory reset it.
    I would want to test it myself.
  6. HonourableGentleman's avatar
    I bought a TV and opened it, decided I didn't like it, returned with zero issues.

    I assume a laptop would be fine - don't factory reset it obviously!
  7. J99's avatar
    Author
    Thank you everyone for your advice
  8. J99's avatar
    Author
    Thank you, much appreciated (edited)
  9. Chiptivo's avatar
    Advice in here is crazy....


    What are John Lewis going to do with it when it's returned??

    Resell it as new, or take a massive loss and scrap it?
    Why do people in the UK feel so privileged..
    AndyRoyd's avatar
    Legislation - not privilege - is there to offer the consumer a reasonable opportunity to assess the stated qualities of a product comparable to if the consumer was on the business operator's premises - without the otherwise possible requirement for post-sale marketing interpretation debate / dispute that may result in detriment for the consumer.

    A company with savvy marketing appreciates that it will achieve greater sales / accumulated margin if the customer knows that an unsatisfactory product can be returned for full refund after time-limited conditional assessment,
    and a business choosing to operate distance sales factors all marketing promos and legislative expectations into its operating costs.

    Consider that legislation requires 14days CCR / no-fault / cooling off return costs to be funded by the consumer - unless the trader has offered to cover that cost as part of its voluntary marketing incentives.
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