15% handling fee charged on refund of proven faulty product

Loot.co.za supp**** a faulty motherboard.

After several tests performed together with with the OEM, they instructed me to return the part to Loot.co.za, for a refund/replacement.

Loot.co.za sent it to their technical department, and spent weeks before responding. I purchased an alternative product from the same OEM, but from a different supplier (Loot.co.za doesn't stock this model), in the meantime.

When Loot.co.za found out that I am asking fo a refund because I already purchased a replacement elsewhere, a finding of a basic user error was suddenly presented as the cause for failure (weeks after sending it in), and I was told that a 15% handling fee would now be charged.

I explained that this was impossible, and provided proof of all the steps taken together with the OEM, that eliminated the claimed error as a possibility. I requested a detailed report of the tests done, and proof of an OEM-accredited technician performing them. None were supp****.

Over the course of the next several months, each time I request an update on this, the one-liner reason for failure was provided as reason why a handling fee will be charged, with no proof or substantiating information provided.

Finally the refund minus a 15% "handling fee" was effected, more than 5 months after the purchase and supply of a proven faulty product.

I will not purchase from Loot.co.za again.