I want to return the goods I purchased

When you purchased the goods or services, you likely interacted with a salesperson representing the business, known as the Merchant. 

During your interaction, they would have provided you with documents such as an invoice or a purchase offer, which outline the terms and conditions for purchasing the goods or services. In most cases, you would have signed or acknowledged receipt of the paperwork, creating a formal, legal agreement between you and the merchant for the supply of the goods or services.

If you encounter any issues with the goods or services, such as defects, poor quality, late delivery, or if the item doesn’t match its description, don't hesitate to contact the merchant directly.

Since they supplied the goods or performed the service, they are responsible under consumer protection and sales laws. 

If a salesperson visits your home to sell products, you might qualify for a mandatory cooling-off period, explained in detail HERE. However, it is your responsibility to directly discuss this with the Merchant who sold you the goods.

For more details about your consumer rights, please visit HERE.

As the financier, our sole responsibility is to provide the funding so you can pay the merchant for the goods or services you've purchased.

Think of it like buying a car with financing from your bank. If the car develops a fault, you wouldn't expect the bank to fix it. Similarly, we are in the same boat. We're not involved in the evaluation or the decision-making process that led you to choose to buy the goods or services; that’s a choice between you and the Merchant.

Since we are not the Merchant and our obligations are limited to financing, we:

• Cannot repair or replace the goods,

• Do not handle warranty claims, and

• Are not responsible for service quality.

Any issues regarding the equipment or its return must be addressed directly with the Merchant.

For a more detailed understanding of your legal obligations, you can go HERE.

If you encounter any problems with the goods or services you've purchased, follow these steps:

1. Contact the merchant as soon as you notice a problem.
   • Clearly describe the problem.
   • Supply receipts, invoices, or photos as needed.
2. Follow the merchant’s dispute or refund process.

   • Escalate your complaint to a senior manager or owner within the merchant’s business.

   • Alternatively, seek assistance from a consumer protection agency, such as a consumer ombudsman or trading standards authority. See HERE for more details.

You must continue repaying the loan in accordance with the terms outlined in the loan agreement, even if you are dissatisfied with the goods or are in the process of negotiating a claim with the merchant. Failure to make payments will result in your loan defaulting, leading to increased debt from late fees and penalty interest, as well as legal action and ultimately adversely affecting your credit record.

For more information on your legal obligations under your contract, please go HERE