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Returning a Dell Laptop


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Old 27-11-2016, 17:21
Jackapple
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I received a 13 inch Dell XPS yesterday and after installing some software and about 20mins usage i decided it was just too small...(lovely otherwise)

So my question is can I return it after 'using' it via the 14 day returns policy or does it need to be unused, its not clear on their website as far as i can see.
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Old 27-11-2016, 17:42
Tassium
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The idea of the Consumer Contracts law for distance selling is that since a person cannot examine the goods until they have been delivered they are entitled to open the pack to do that.

20 minutes/few hours is hardly "using it", it's examining it.

I think it's perfectly fine to return it under the Consumer Contracts regs, what Dell say isn't really important.

But maybe you could uninstall the software so there is no confusion?
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Old 27-11-2016, 17:49
Tassium
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I imagine Dell will be looking for any excuse to make deductions for "damage" so probably best not to use it any more unless you can be sure you know how to uninstall software without problems.

I wouldn't try and wipe it down to remove fingerprints even, unless you have proper cloths for doing that without scratching.
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Old 27-11-2016, 20:28
Maxatoria
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Should be fine, they're used to it.
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Old 27-11-2016, 23:04
Faust
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The idea of the Consumer Contracts law for distance selling is that since a person cannot examine the goods until they have been delivered they are entitled to open the pack to do that.

20 minutes/few hours is hardly "using it", it's examining it.

I think it's perfectly fine to return it under the Consumer Contracts regs, what Dell say isn't really important.

But maybe you could uninstall the software so there is no confusion?
The CCR state you may examine it but not use it - period. I think Dell will be quite within their rights in refusing to accept the return. Don't be surprised if they say 'tough'. TBH you have not really had a chance to get used to the machine. They do have ways of testing if it's been used.

Why on earth didn't you go to a High Street retailer before you purchased to check whether it was the size you wanted. It didn't need to be a Dell simply to check screen size etc.
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Old 27-11-2016, 23:16
Tassium
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The CCR state you may examine it but not use it - period. I think Dell will be quite within their rights in refusing to accept the return. Don't be surprised if they say 'tough'. TBH you have not really had a chance to get used to the machine. They do have ways of testing if it's been used.

Why on earth didn't you go to a High Street retailer before you purchased to check whether it was the size you wanted. It didn't need to be a Dell simply to check screen size etc.
You think this tone is reasonable do you?
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Old 27-11-2016, 23:22
Tassium
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The amount of "examination" of an item allowed is the same as if it were in a shop.

So, for a laptop, that includes switching it on and pressing some keys. Because a laptop is something that is examined by actually using it briefly.
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Old 28-11-2016, 03:35
evil c
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To confirm what Tassium said (and ignore what Faust posted as it's rubbish). The retailer must accept the return and refund you the full price you paid (providing you haven't damaged it in a way that would prohibit the retailer being able to sell it as new) because you didn't see the laptop before you bought it.

You have a right to inspect and assess the laptop and it follows logically that the only way you can do this is from switching the laptop on and using it.

You might find it helpful to read the info on this page just over halfway down under the title 'How to return the item': https://www.citizensadvice.org.uk/co...-youve-bought/.

If you like call the Citizens Advice consumer helpline on 0345 404 0506, Mon-Fri 9-5.
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Old 28-11-2016, 12:52
bri160356
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OP:

I guess the only definitive way to find out what Dell will actually do is to ask them directly.

http://www.dell.com/support/contents...stomer-Support

Some retailers advertise their products along the lines of “if you are not completely satisfied with our product return within 30-days for a full refund etc etc ”. However Dell don’t do that.

Dell don’t sell products on an ’approval’ basis;…the 14 day return period gives you time to decide you’ve ordered in error and wish to return the item in its “original condition”.

In this case I guess the term “original condition” is open to interpretation.


• You must return Product(s) in their original condition and within 14 calendar days of your cancellation notification, unless Dell provides a later collection date.
• Dell may charge you for any damage caused to the Product(s).


The fact that you’ve actually used the laptop (albeit for just a short time) and decided the screen is too small may (???) leave you on uncertain ground.

If the laptop was faulty or had been mis-advertised in some way then a return would not be an issue.

If you’d purchased the laptop from the High Street then you would have no recourse to a refund whatsoever, simply because the screen size doesn’t suit. A refund under those conditions is purely at the discretion of the retailer. Some will,…some won’t.

There is a caveat to the 14-day (distance selling regulations) return period in that it doesn’t apply to ‘bespoke’ goods. Maybe Dell (and other companies) could argue that a laptop/PC that has been tailored to your own spec (e.g. extra RAM, larger drive etc etc) is effectively a bespoke product and consequently not fully covered by the ‘distance selling regs’.

However, Dell are a large company with a good reputation and it may all go swimmingly!...possibly returned items such as yours are sold-on through their refurb/outlet website.

I (and I’m sure many others on here) will be very interested to hear how you get on;…please keep us updated.

I wish you well in your endeavours.

P.S. I don’t profess to be any kind of expert in this field so please feel free to question/dismiss anything I’ve written.
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Old 28-11-2016, 15:24
Jackapple
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Thanks for all the advice, I'll update here once I have a resolution.
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Old 28-11-2016, 16:51
Faust
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You think this tone is reasonable do you?
Is there a good way of conveying bad news? Would you have preferred I say it with flowers, music. For goodness sake, some people really need to man up.
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Old 28-11-2016, 16:54
Faust
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To confirm what Tassium said (and ignore what Faust posted as it's rubbish). The retailer must accept the return and refund you the full price you paid (providing you haven't damaged it in a way that would prohibit the retailer being able to sell it as new) because you didn't see the laptop before you bought it.

You have a right to inspect and assess the laptop and it follows logically that the only way you can do this is from switching the laptop on and using it.

You might find it helpful to read the info on this page just over halfway down under the title 'How to return the item': https://www.citizensadvice.org.uk/co...-youve-bought/.

If you like call the Citizens Advice consumer helpline on 0345 404 0506, Mon-Fri 9-5.
Or you could just call me direct? I do love barrack room lawyers on the Internet.
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Old 08-12-2016, 08:35
Jackapple
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Full refund received today, did a factory reset before returning.
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Old 08-12-2016, 09:18
bri160356
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Full refund received today, did a factory reset before returning.
Glad you got it sorted;

…and I guess it’s a feather in the cap for Dell !
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