YR
YATTISH R
1 reviews | Active since Mar 2010
05 Jan 2026, 16:32
FirstShop Refusing CPA Refund for Unsuitable Router
I am lodging this complaint regarding FirstShop’s refusal to honor a refund for a D-Link WiFi Router that is unfit for its intended purpose.
I purchased this router for my home office. Upon installation, the unit failed to maintain a stable signal for critical tasks like Zoom and VoIP calls, leading to frequent disconnects. A replacement router from a different brand now works perfectly in the exact same location, proving the D-Link unit’s performance is the issue.
I requested a return on 5th December, just 7 business days after delivery (26th November). This is well within the 10-business-day window provided by Section 20(2)(d) of the CPA for returning goods that are unsuitable for their purpose.
FirstShop has rejected the refund based on an internal "No Fault Found" lab test. They further claim that because the box was opened, I lose my right to return it. This is a direct contradiction of Section 20(4)(b) of the CPA, which states a consumer cannot be penalized for opening/using goods to determine if they are fit for purpose.
I have no use for a product that does not meet basic performance standards for professional work. I am requesting a full refund or store credit in line with my statutory rights. FirstShop’s attempt to hide behind "manufacturer specifications" while ignoring the "Fitness for Purpose" legal requirement is unacceptable.
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Replies (2)
FirstShop's replyOfficial
06 Jan 2026, 09:01Hi Yattish,
Thank you for taking the time to share your experience. We fully understand how disruptive unstable connectivity can be, especially when the router is being used for essential home office functions such as Zoom and VoIP calls. We appreciate how frustrating this situation has been for you.
We would like to clarify that this matter has not been handled lightly. Your return request was processed promptly and the router was collected and assessed by the authorised service centre. Based on that assessment, the unit was found to be technically functional and operating within the manufacturer’s specifications, which is why it could not be classified as faulty under standard warranty and ecommerce assessment criteria.
For online purchases, returns are governed by a combination of the Consumer Protection Act and the Electronic Communications and Transactions Act. While the CPA does allow consumers to assess whether goods are suitable, ecommerce legislation and established practice require that, once a product has been installed, used, and objectively tested as functional, suitability disputes are assessed based on technical compliance rather than subjective performance differences that may arise from environmental or usage factors. This is particularly relevant for wireless networking products, where performance can vary significantly depending on surroundings and configuration.
That said, we do acknowledge your experience and your frustration, and we want to assure you that we are not dismissing your concerns. Our RMA team is currently reviewing this matter internally to see whether there is a way we can assist further from a customer experience perspective. One of our team members will be in contact with you later today once this internal review has been completed.
We appreciate your patience while we work through this, and we thank you for giving us the opportunity to continue engaging with you constructively.
Best regards,
FirstShop's reply06 Jan 2026, 09:01
Official
Hi Yattish,
Thank you for taking the time to share your experience. We fully understand how disruptive unstable connectivity can be, especially when the router is being used for essential home office functions such as Zoom and VoIP calls. We appreciate how frustrating this situation has been for you.
We would like to clarify that this matter has not been handled lightly. Your return request was processed promptly and the router was collected and assessed by the authorised service centre. Based on that assessment, the unit was found to be technically functional and operating within the manufacturer’s specifications, which is why it could not be classified as faulty under standard warranty and ecommerce assessment criteria.
For online purchases, returns are governed by a combination of the Consumer Protection Act and the Electronic Communications and Transactions Act. While the CPA does allow consumers to assess whether goods are suitable, ecommerce legislation and established practice require that, once a product has been installed, used, and objectively tested as functional, suitability disputes are assessed based on technical compliance rather than subjective performance differences that may arise from environmental or usage factors. This is particularly relevant for wireless networking products, where performance can vary significantly depending on surroundings and configuration.
That said, we do acknowledge your experience and your frustration, and we want to assure you that we are not dismissing your concerns. Our RMA team is currently reviewing this matter internally to see whether there is a way we can assist further from a customer experience perspective. One of our team members will be in contact with you later today once this internal review has been completed.
We appreciate your patience while we work through this, and we thank you for giving us the opportunity to continue engaging with you constructively.
Best regards,
FirstShop's replyOfficial
06 Jan 2026, 09:01Hi Yattish,
Thank you for taking the time to share your experience. We fully understand how disruptive unstable connectivity can be, especially when the router is being used for essential home office functions such as Zoom and VoIP calls. We appreciate how frustrating this situation has been for you.
We would like to clarify that this matter has not been handled lightly. Your return request was processed promptly and the router was collected and assessed by the authorised service centre. Based on that assessment, the unit was found to be technically functional and operating within the manufacturer’s specifications, which is why it could not be classified as faulty under standard warranty and ecommerce assessment criteria.
For online purchases, returns are governed by a combination of the Consumer Protection Act and the Electronic Communications and Transactions Act. While the CPA does allow consumers to assess whether goods are suitable, ecommerce legislation and established practice require that, once a product has been installed, used, and objectively tested as functional, suitability disputes are assessed based on technical compliance rather than subjective performance differences that may arise from environmental or usage factors. This is particularly relevant for wireless networking products, where performance can vary significantly depending on surroundings and configuration.
That said, we do acknowledge your experience and your frustration, and we want to assure you that we are not dismissing your concerns. Our RMA team is currently reviewing this matter internally to see whether there is a way we can assist further from a customer experience perspective. One of our team members will be in contact with you later today once this internal review has been completed.
We appreciate your patience while we work through this, and we thank you for giving us the opportunity to continue engaging with you constructively.
Best regards,
FirstShop's reply06 Jan 2026, 09:01
Official
Hi Yattish,
Thank you for taking the time to share your experience. We fully understand how disruptive unstable connectivity can be, especially when the router is being used for essential home office functions such as Zoom and VoIP calls. We appreciate how frustrating this situation has been for you.
We would like to clarify that this matter has not been handled lightly. Your return request was processed promptly and the router was collected and assessed by the authorised service centre. Based on that assessment, the unit was found to be technically functional and operating within the manufacturer’s specifications, which is why it could not be classified as faulty under standard warranty and ecommerce assessment criteria.
For online purchases, returns are governed by a combination of the Consumer Protection Act and the Electronic Communications and Transactions Act. While the CPA does allow consumers to assess whether goods are suitable, ecommerce legislation and established practice require that, once a product has been installed, used, and objectively tested as functional, suitability disputes are assessed based on technical compliance rather than subjective performance differences that may arise from environmental or usage factors. This is particularly relevant for wireless networking products, where performance can vary significantly depending on surroundings and configuration.
That said, we do acknowledge your experience and your frustration, and we want to assure you that we are not dismissing your concerns. Our RMA team is currently reviewing this matter internally to see whether there is a way we can assist further from a customer experience perspective. One of our team members will be in contact with you later today once this internal review has been completed.
We appreciate your patience while we work through this, and we thank you for giving us the opportunity to continue engaging with you constructively.
Best regards,