October 5, 2011

ASA uphold complaint on Acekardsale.co.uk

by Kerry Butters

The Advertising Standards Agency (ASA) have upheld a complaint against an online computer accessory retailer for not adhering to their terms and conditions.

Acekardsale.co.uk, who are based in China, were challenged by a customer who said that they “had not offered a refund as described in the terms and conditions.”

When ASA enquired about the details of the matter, the company failed to respond.

This is in breach of certain operating rules and ASA told the company they have a responsibility to respond and advised them to do so in future.

The terms and conditions on the company website state that a customer has the right to cancel an order within seven working days of receipt.

The goods were damaged when they arrived, so the customer cancelled his order.

However, the company only offered him a 70% refund even though they promise a full refund if the goods are sent back to them in the same condition as they arrived.

Whilst the terms and conditions do state that a 15% restocking fee can be applied if the items are sent back damaged, ASA concluded that this didn’t apply in this case.

They therefore ruled that Acekardsale.co.uk “had not offered a refund as described in the terms and conditions.”

This breached the Code, as did the liability for postage costs incurred by the return of the goods being placed with the customer.

The company had been told by ASA that they must ensure that their terms and conditions comply with the code and refunds must be offered in line with them.

Whilst the company website claims to be based in both the UK and Hong Kong, the courier service they use is in China.

ASA also listed the company address as being based in the country.

Consumers should take care to check out terms and conditions carefully if they are unsure where the company is based and there is no contact address on the website.

Whilst many products may appear to be a good deal on sites that are based abroad, it is often difficult to deal with issues that arise.

These can be anything from incorrect and damaged items, to goods being lost during shipping.

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Story link: ASA uphold complaint on Acekardsale.co.uk


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