Plantraco Ltd

Plantraco sold me a rc plane [redacted]Plantraco sold me a rc smartplane in December 2013 that was clearly defective even after I described the flaw. [redacted] They will not pay for return shipping even after the problem was problem-solved over the phone. I will pay for return shipping and hope they honor their policy to reimburse me once they find the item is clearly defective. [redacted] I am awaiting the refund for return shipping.Desired SettlementA full refund plus return shipping.Business Response We have received the product back from [redacted], it has been examined has been found to be in perfect working condition. There is no problem with the product.Furthermore [redacted] returned the product to us via [redacted] which is both costly to ship to us and expensive for us to receive due to import charges and customs brokerage that we pay. It is unfortunate that he did not follow the instructions on the bottom of the return authorization form we sent him. These few sentences clearly instructs the customer to send the products back by REGULAR POST.In some circumstances we do offer to reimburse the customer for return POSTAL shipping when the goods are found to be defective and the customer wants a replacement. But in this case the product is not defective nor does he want it replaced. Normally, when a product is returned because it is not wanted - we do not refund any of the shipping and we deduct 15% is a restocking fee.To expedite this matter we have already approved the full refund of his product and original shipping. We will not reimburse the courier charges to send this plane back to us.A. Product not wanted by customer / Wrong product ordered by customer: 1. Contact us by phone X-XXX-XXX-XXXX or Email us at [redacted]@plantraco.com and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow. 2. All items must be in new, unused condition. 3. You may only return the product within 30 days from the date you receive the product. 4. All items must be well-packed in their original packaging and sent back to us through the postal system. You are responsible for all return shipping costs. 5. Any extra fees incurred by shipping through a courier service must be paid by the customer. USE THE POSTAL SYSTEM FOR RETURNING TO US. 6. Upon receipt of returned merchandise, we will inspect the products for damages. We will then offer you a refund, exchange, or credit towards your next purchase. 7. REFUND AMOUNT: The refund or credit amount will be the original amount MINUS any damaged or used parts, MINUS the original shipping charge, and MINUS a 15% restocking fee. 8. There is no guaranteed time frame for issuing refunds, exchanges, or credits on returns, we accept and work on orders, repairs, and returns in the order that we receive them, and we will do our best to complete your return as soon as possible. Thank you for your patience. 9. You will be notified by telephone or email when we have received, inspected, and processed your return.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The "smart plane" sold to me clearly does not work with my phone, My phone, an Iphone 4s, is advertised in the store's website to work/sync with the smart plane. The plane when being used with a different iphone (iphone 5) did turn on, however had no power to fly across the room. [redacted] at the store said he would credit me the full amount of $126.87 (which has not been communicated to pay pal as of yet) and an agreed to returned shipping amount if the item indeed did not fly or if it was found not to be compatible with the Iphone 4s. This was stated in an email from the [redacted] is not honoring his store's policy or what was told to me over the phone by [redacted]....that my return shipping of $45.29 would be refunded as long as what I conveyed to him about the defective plane (phone compatibility issue and no sufficient power to fly) was accurate. The Store needs to honor their policies and promises.