Please help! Wedding ring refund

jaymiec

Hi guys,

I'd be so grateful if someone could help!

I went wedding ring shopping with my fiance on Saturday 26th June in Hatton Garden and bought, and paid for in full, two wedding bands (£645). The bands were not in stock and had to be ordered, which they said would take around ten days.

Our circumstances have changed, and we no longer require the rings (long story, but not a sad one). I called them on the Tuesday (28th) and told them this, but the woman i spoke to said that the guy i dealt with was not in until Thursday so he would call me back. I was worried they may have already ordered the rings, and told her again we definitely didn't want them. I then sent a recorded delivery letter stating the same thing, asking for a full refund, which they received on Wednesday the 29th.

We received a letter today saying 'our company policy does not offer refunds where customer's statutory rights have not been affected. However, as a gesture of goodwill we would be happy to offer you the option of changing the ring designs or if you would prefer a credit note to use against a future purchase'.

Now i know that a store does not have to make a refund by law, and their response to any refund requests is at their discretion. However, in this case we are not returning an item; we cancelled an order for an item. Does this change things? Judging from their reply the rings have not been made as they were happy to change the designs. Also, would we be covered by the distance selling act as the rings were going to be posted to us? A long-shot i know.

Any advice would be appreciated, particularly with the relevant Statutory Articles (if indeed there are any).

Thanks so much in advance

Jaymie

Browntoa

assume that this is being made to order in which case they are within their right to refuse

McKneff

Dont think you have a leg to stand on really,

Think about it this way, what would have happened if the rings had been in stock and you took them home on that day.

I think the same rules would apply.

I presumed they were stock items and have based by post on that