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Hi All,
Anyone used the Amex refund protection insurance?
Tried to return a laptop to John Lewis (laptop purchased 02nd Jan 2025).
Store would not accept the return as I had used an email to create an account to login into the computer (only way to login and gets the laptop) they stated they could not accept the return due to GDPR, despite factory resetting the laptop.
Looking to try and claim through Amex, however the laptop was purchased with another card.
Anyone with similar experiences?
Any advice?I think that only applies for purchases made with the Amex, it’s not like travel insurance.
That seems quite a lame excuse in any case, push back on the matter.
Did you buy online?Yes, purchased online and chose to collect from our local JL store. I was going to push back but did not want to cause a scene in the middle of the shop floor.
Maybe I should follow up with their customer services?
Apparently, it’s incase someone with technical know how purchases the laptop and recovers the email. Yet, I literally created the gmail account there and then to use the laptop.
That means then no laptops can be returned once turned on.
How else was I meant to see if the laptop worked and if we would be satisfied with it?
The reason for the return was upon closer inspection a software I require to use on the laptop was incompatible.
We ended up buying another laptop there and then as we needed one.
That’s their problem frankly. You have rights that are not affected by what they need to do to resell the product.
If you buy online you have quite a lot of leeway to experiment the product and still be able to return within the 14 days (with the usual caveats about condition of the product – turning it on is not enough to preclude right to return). Some companies claim that store collection doesn’t count as online, but don’t know if JL does those shenanigans (Argos is known to do that).
Initiate a return online and see where that gets you.Thanks for the advice.
We purchased it on the 02nd Feb, collected it on the 03rd Feb and went to return it today.
I’ll contact their customer services and raise a dispute.
Apparently, that GDPR thing applies to all electronic items even tv’s.
We have never heard of such a thing before!
You should read this https://www.which.co.uk/consumer-rights/advice/can-i-cancel-an-online-order-asTEa2C5lNpo
Click and collect is still covered by the above. GDPR is completely irrelevent.
If you google your scenario there are plenty of links such as moneysavingexpert forums (which are more appropriate than a travel forum) and what to do as a remedy.
Lots of retailers (notably Argos) claim that click and collect is an in-person order and not subjected to online sales rules. The legislation is not bullet proof on that, so if they argue that, you don’t really have much recourse (except take them to court).
GDPR is of course totally irrelevant. If JL wants to use that as an excuse to avoid complying with your rights, they would need to warn you ahead of the purchase in any case.
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