I was a little unsure about buying a just-released lens, online, from a Hong Kong retailer, but was reassured by their returns policy. Apart from the usual warranty, they offered a 7-day refund period if you were unhappy with the quality of the product. Sounds great, right?
So I bought the lens, and it was cheap, arrived quickly, and was well packaged. But I wasn't happy with how it focused, and told them the day I got it. They told me to take some test shots to demonstrate this, so I sent them a bunch. Their tech reviewed the shots and told me it was within normal performance for the lens, so I couldn't get a warranty replacement.
I asked to return it under their returns policy for a refund (minus the 10% restocking fee / delivery charges). They told me I couldn't return it because it had now been used.
This is their returns policy, from their FAQ:
"19.I'm not satisfied with the quality of the product received, how can I return it? Please contact us first, within 7 days after you received the product, you can return it. You can choose to take another model, or you can cancel the order have a refund. In both cases, you'll have to pay for the shipping costs. To have a refund, we'll need to charge a 10% restock fee."
It doesn't mention not being able to *test* the product to assess its quality, it just says if you're not happy with the quality... as soon as you turn it on (and provide test shots at their request to show it's not working as well as you'd expect), you can no longer return it!
Not happy at all.
Since it's not an Australian vendor, the ACCC couldn't back me up against their unwillingness to refund, but I was able to make a complaint to the Hong Kong equivalent after they flat-out refused to return under their policy.
Shortly after letting them know I'd be contacting the HK consumer group, my complaint was responded to by a different person (presumably elevated) and they allowed the refund with 10% restocking fee. Not a great experience, but it seems you can get their policy adhered to if you push hard enough.
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So I bought the lens, and it was cheap, arrived quickly, and was well packaged. But I wasn't happy with how it focused, and told them the day I got it. They told me to take some test shots to demonstrate this, so I sent them a bunch. Their tech reviewed the shots and told me it was within normal performance for the lens, so I couldn't get a warranty replacement.
I asked to return it under their returns policy for a refund (minus the 10% restocking fee / delivery charges). They told me I couldn't return it because it had now been used.
This is their returns policy, from their FAQ:
"19.I'm not satisfied with the quality of the product received, how can I return it?
Please contact us first, within 7 days after you received the product, you can return it. You can choose to take another model, or you can cancel the order have a refund. In both cases, you'll have to pay for the shipping costs. To have a refund, we'll need to charge a 10% restock fee."
It doesn't mention not being able to *test* the product to assess its quality, it just says if you're not happy with the quality... as soon as you turn it on (and provide test shots at their request to show it's not working as well as you'd expect), you can no longer return it!
Not happy at all.
Since it's not an Australian vendor, the ACCC couldn't back me up against their unwillingness to refund, but I was able to make a complaint to the Hong Kong equivalent after they flat-out refused to return under their policy.
Shortly after letting them know I'd be contacting the HK consumer group, my complaint was responded to by a different person (presumably elevated) and they allowed the refund with 10% restocking fee. Not a great experience, but it seems you can get their policy adhered to if you push hard enough.