Q: I bought a gas water heater and due to unforeseen circumstances I could not install it. The day after. I returned it to the seller unpacked from its original packaging.

The seller is ready to accept it back but wants to give me a credit note instead of a cash refund. He told me it is not the company’s policy to give a refund. Is this true or can I file a complaint?

A credit note is not a good solution for me as I know that I won’t need to buy anything from this particular seller.

A: The Consumer Affairs Act does not provide remedies for situations where the product is not defective or does not conform to the contract of sale. In such situations, sellers are free to apply their own return policies.

Hence, if the seller is not willing to give you your money back, even though the purchased product was not even unpacked, the law does not oblige him to do so.

Unless you manage to reach an amicable understanding with the seller, the Office for Consumer Affairs cannot intervene in this particular situation.

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