Advice with consumer law & returning faulty goods

[Lenny]

We bought a TV from Kogan. Cost lets say $150 + $20 postage.
It worked for a while then stopped. We sent it back (they covered the postage) and they confirmed it was faulty.
We asked for a replacement.
They had none.
We offered to wait.
They declined saying it was not policy, and processed a credit.

They gave us our money back, less the cost of the original postage of the item to our house.

Is this right? Its not like we changed our minds, in which case I assume we would cover the postage.

Seems wrong that we are down $20 out of the deal?

[Mum2SweetCs]

I found this in their warranty terms and conditions page.

If Kogan is unable to repair or replace the Product, the customer will be provided with credit for Kogan's store or may be refunded the price of the Product (at Kogan's election). This credit or refund will be for the amount of the purchase price of the Product excluding the associated Delivery Cost.

I was going to get a tv off them too but gonna be thinking twice now.

I dont think its fair that delivery costs is not refunded

[Jaycee]

Sounds right to me but I'm not an expert

[surprised]

I guess if it was from a physical shop they wouldn't cover the petrol?

Sucky when things like that happen.

[Lenny]

Oh, thanks 2sweetcs. Lol. Never thought to check there!

Wow, really sour taste now. It's not like we had the option to collect it from the store or anything. When we read that that would repair or replace things we thought that was awesome. But it's not as great as it sounds.

Annoyed now. We have no TV (well, we do, but we have no 2nd TV - third world problems, I know). Its not like we didn't want them to repair or replace it. Its them that chose to refund it. And now they lost our business. Although I doubt they care.

[Lenny]

Double post

[Mum2SweetCs]

I guess if it was from a physical shop they wouldn't cover the petrol?

Sucky when things like that happen.

They are a pure online store and the issue is with their product not a change of mind. If they cannot fix or find a replacement i would think they would refund the full amount

[sepata]

The thing is, the delivery is a separate service that you also received and there was no fault with it, which is why it's not refundable under their t&c.