Charged for free product

moffatt7

I ordered a sofa after finally recieving it (was messed around with the company over delivery) the sofa was awful so returned it. I took out leather care protection with them and recieved leather cleaner free with it. I returned everything back with the sofa but they want to charge me £25 for the 'free' cleaner as i took it out of its packaging. Can they do this?
I have since read on their website:

"11.1.2 Leatherguard policies – a free care kit is provided which will be delivered, where available, with the furniture.
11.2. Should you wish to exercise you right to cancel the furniture, or policy, within clause 8 herein, you will be required to return the care kit to us, packaged and sealed. If you wish to retain the care kit on cancellation, or cannot return it to us in the condition delivered, a charge of £25 will be applied accordingly."

Any advice on how i stand?

Thanks

McKneff

If the sofa was new, why did you take the kit out of its packaging, it wouldnt have needed cleaning.

If its in the terms and conditions and you signed to say you accepted these then i dont really think you stand a chance, but then again you could explain to them the circumstances and maybe they will relent if you return what you have as long as it hasnt been used.

Dont ask, dont get. is what i say.

pendulum

The terms and conditions are crystal clear in my view. You have to pay the £25, because you did open the product so cannot return it in the same condition you received it in.

moffatt7

i could understand if i had paid for the product in the first place but as it was free how can they turn around and charge for it. I returned it and had not used it so it was in perfect condition to give free to the next customer. i didn't ask for it and didn't know what it was so opened it to see like i would expect anyone would.

moffatt7

ps i was sold the protection plan on the phone and was not told about any terms or conditions until i looked on their site today.

moffatt7

even if they never told me the terms and conditions when they sold me the protection plan and i have recieved no paper work with them either.