"Returning figures I just don't like..." Topic

With no particular company in mind, if a range of figures are simply not to my taste, where do I stand legally on returning them and getting a refund. Is it at the suppliers discretion or are they obliged to do so. Not something I've had to do before. Your thoughts, especially from traders, are appreciated.

Unless faulty, not obliged. but they may have a policy to accept returns so check with the individual company.

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If you bought online (quite likely these days I suppose) then you may have additional rights to return within 14 days, with no fault required.

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I am not a trader but can imagine it would be quite annoying if I were and this happened. Especially since there are so many photos on the net these days.

If you buy PP packs online and don't like them you are welcome to send them back for a full refund. The downside for the customer is that they have to pay the return postage and make sure the packs get back in perfect condition too. So yes, well within your rights.

Many online traders do not understand or honour the law, so beware. First warning would be traders that insist that delivery to you is your responsibility (about 1 in 7 traders). Second warning sign is a trader who will not give a proper physical address (about 1 in 4 traders). Third warning is of traders who try to charge you a "re-stocking" fee. Avoid these traders they are at best incompetent and at worst dishonest. , They let down the industry, hobby and their customers. Of course this is all UK information. Don't know if US has similar laws but expect it does???

martin

US law varies by state. Federal law requires refunds for a seller's breach of contract or defective items.

I would say buyer beware. I am astonished at the lack of good photos of many, many lines of miniatures online. I have been frustrated and not bought figures because the pictures were either terrible or did not exist at all. I just didn't want to take the chance that I wouldn't like them.

It's worth asking for photos here quite often folk will oblige.

I've edited the first paragraph of Martin's post to expand and generalise it:

If you buy packs online in the UK/EU and don't like them you can send them back for a full refund including the initial delivery charge.

The downside for the customer is that you may have to pay the return postage if this requirement is stated in the traders T&Cs and the customer has been sent a permanent copy by email or with the order (agreeing to T&Cs online whilst ordering or sending a link to a web page doesn't count).

The customer are responsible for the return of the goods and must ensure the packs are returned complete and with the original packaging. If you have to open the box to view/examine the product this is allowed but please do so carefully.

As to the rest of Martin's post I couldn't agree more:

Many online traders do not understand or honour the law, so beware. First warning would be traders that insist that delivery to you is your responsibility (about 1 in 7 traders). Second warning sign is a trader who will not give a proper physical address (about 1 in 4 traders). Third warning is of traders who try to charge you a "re-stocking" fee. Avoid these traders they are at best incompetent and at worst dishonest. They let down the industry, hobby and their customers.

I would add the following:

[1] Companies trading as Limited companies that do not provide, or prominently display, their registered address & company number on their web site.

[2] Companies using a trading name, or multiple trading names, that do not make it clear that they are in fact a Limited Company (see above).

[3] Businesses that use a PO Box without providing a geographic address and phone number on their web site.

[4] VAT registered Businesses that do not prominently display their VAT number on their web site.

[5] Businesses trading as limited companies that aren't legally incorporated as such.

[6] Businesses that have complex returns approval processes. They are OK if the company is paying for the return but otherwise are there to put people off returning items.

I've seen all of the above. Many more than once. Look carefully as the above tells you more about the way the business is run than any amount of customer feedback.

--
Martin Stephenson
Vexillia: Wargames Miniatures & Accessories
Shop | Rules & Games | eBay | Twitter

I'm a retailer of many different ranges and always happily accept returns within 30 days. Of course they figures need to be complete, packaged and unpainted. Just good service in my book.

I had a guy try and return primed figures once….

Thought would never cross my mind, but that is my choice. Usually when getting from a manufacturer for first time I get just a pack or two to see them before getting more.
For instance got figures from Mark and loved them but they are a bit bigger in size than the rest, but painted them and didnt get more of that range.

This is why I insist on photos, unless I know the manufacturer's quality well.

Of course, miscast items should be able to be replaced/returned.

Only problem with photos is they don't actually show the size against other figure ranges.

I have never returned any non-defectives.

I did buy some figures that did not scale with the Old Glory figures that made up the bulk of that collection.
The foot figures would pass, however, the horses were way larger then the OG models. I painted them up and was just not satisfied with the results.

Bottom line: bought some OG horses and sold the others

When dealing with a new company for the first time, I always place a small order (and sometimes eat a larger shipping cost) to see 1) how quickly they ship, and 2) if the models I want are the size I want them. If everything works out well, I continue to order from them.

And sometimes, after years of excellent service, I order those last 16 models to finish out an army and everything goes wrong.

Instead of returning them for a refund, a quick block paint with a bit of Army Painter stain and put them for sale on eBay. You'll likely get at least double the money back for little effort.

To clarify, it was a kickstarter.

I doubt that the law above covers Kickstarters as, technically, you are an investor, not a purchaser.

If you are a kickstarter subscriber, they are YOURS, and you shouldn't even consider trying to return them. You accepted the risk that you wouldn't be satisfied when you subscribed.

Kickstarter yes, you took the risk and live with the result unless the result isn't as described.

Going back to returning figures, two scenarios.

One, you can't find any info about figures, send in a small order and don't like them – fine, return the figures.

Two, you can't be bothered to check what they're like, send in a large order that takes a one man operation 2 or 3 days to cast for you, you don't like them so send them back. What does that say about you?

In the second case, your irresponsible behaviour is being paid for by someone else – in such a case, if you sent me a second order in the future your money would be returned. It's the 'fool me once' principle.

So really we're talking about what's reasonable.

I should point out that, in several years I ran Garrison, I only banned a total of one person, and that was for unacceptable abusive emails.

Kickstarter, it's tough luck whatever happens. Unless you can ask the company very nicely. Stick them on ebay or sell through here. If the kickstarter is in demand you might even make a profit.

I once had someone return plastic figures sold on sprue on ebay. I agreed to the return only to find they'd assembled and "painted" them. Needless to say they didn't get their money back.