Here we go again. Retailers slightly changing the consumer laws to suit themselves. You have redress via the Supply of Goods and Services Act 1982 [as amended]. The item was faulty at the time of purchase, and you alerted the retailer to these facts.The law states that it is the retailer who as to prove the item was not faulty, and not the customer, within the first six months. You have a claim for a replacement or refund irrespect to what the retailer insists are company policy. Do not deal with the manufacturer direct, it is the responsibility of the retailer, to resolve the issue.Keep all information of telephone calls, correspodence, and who you contacted, persons name etc.You may need this information later.
Initially you had a claim via the Consumer Protection [Distance Selling] Regulations 2000, if you had purchased via the internet, mail order, telephone process.This would have given you protection for the first seven days, and you could have sent the item back,without giving a reason.Certain items, like software are exempt from this regulation.
Inform the retailer that you have a problem, and it is for them to sort it out. Consumer law is in your favour click here . If the retailer proves difficult, then point out the relevant facts of consumer law, with the mention that you will contact trading standards for further help and advice.