We stand up for your legal rights
Can I get refund after buying the wrong software? LEAD CASE
Q After trying a trial version of DumboFab’s DVD Ripper (www. snipca.com/49703, pictured), I decided to buy it. But instead I mistakenly bought a lifetime licence for Video Converter Ultimate for $43.14 (£33.74). I’ve emailed the company to explain my error and asked for a refund, but have received no reply. Can you help me get my money back?
Jim Jamieson
AWe’ll try, but it might be tricky because DumboFab appears to be owned by a Hong Kong company called Wonbo Technology. If it sells to UK customers then it must obey our consumer laws, but taking it to court isn’t feasible.
DumboFab’s refund policy says that it won’t return money if you’ve “ordered so-called wrong product, but not exchanged or purchased the right product” within 30 days of purchase (see www.snipca. com/49758). In addition, it says that it willrefund if you “ordered a ‘wrong product’, followed by ordering the correct product”.
That suggests Jim should simply be able to exchange Video Converter Ultimate for DVD Ripper, as we’ll explain to DumboFab. Jim needs to decide what version of DVD Ripper he wants. A lifetime licence is $35.95 (about £28.20), so he could ask DumboFab for this, and also request it refunds the extra he paid for Video Converter Ultimate.
If DumboFab ignores him then, as long as the 30-day deadline hasn’t passed, it will be in breach of contract law – possibly the Misrepresentation Act 1967. A misrepresentation can be considered to be a false statement of fact that prompts an individual to enter into a contract.
Hong Kong does have a consumer-rights centre Jim could turn to (www. snipca.com/49759). We’ve asked it whether it considers cases from overseas customers.
CASE ONGOING
Why has Vodafone locked me out of my account?
Q I’ve been locked out of my Vodafone account for two years with no explanation. Nothing Vodafone suggests helps me get back in. I can’t even check whether I’m out of contract, and Vodafone has now begun ignoring my emails. Can you assist?
Brian Cathcart
AIt sounds very strange because Brian says he has no problem with his actual service from Vodafone. He’s simply unable to view his account, and two years is a long time for this to have dragged on. We wonder whether his account has been hacked and the password changed, preventing him from logging in. Whatever the reason, the fact he’s not been able to sign in to check changes with his
