Notify the vendor as soon as you notice a defect
If you find that your goods, when they arrive, are defective or not according to your order, your first step is to send a written complaint to the vendor. You may lose your right to compensation on the grounds of a defect if you fail to notify the vendor within two months of noticing the defect.
Rectification of a defect
The first course of action in these circumstances is usually for the vendor to pay for the defect to be rectified, so never get anything fixed by yourself until you have been in contact with the vendor. If you absolutely have to get the defect rectified quickly, ask the repair shop for a statement on the nature of the defect and its potential cause and keep or take a photograph of the defective part. Remember that you cannot be held liable for any costs resulting from the need to rectify a defect. This means that the vendor must pay not just for the repair but also for any postage.
Instead of rectifying a defect, the vendor can offer to replace your defective goods. If it is impossible to either repair or replace the goods, the vendor can offer you compensation in the form of a discount or, as a last resort, agree to cancel the sale.
Goods damaged in transit
Inspect your goods as soon as they arrive. If the packaging is visibly damaged, take a photograph before you open the packaging. Damaged packaging can be indicative of defective goods especially in the case of electronics.
If your goods are being delivered by a delivery company, it is a good idea to be at home when the goods arrive. If you notice any damage to the packaging, ask for a note of this to be made in the delivery company’s delivery note. You should also notify the vendor as soon as possible.