Mattress: No refund if packaging opened?

slumberman

Hello,

Probably a common issue, but it could not find an answer:

I've ordered a mattress online which was delivered today. It was advertised as 'firm' but is actually quite soft (I know should try before buying such an item...)

Now the customer service tells me that I cannot get a refund "for hygiene reasons" because the mattress was unwrapped.

Is this true?

Thanks.

BlueAngelCV

Have a look here

slumberman

BlueAngelCV wrote: »

Have a look here

Thanks BlueAngelCV.

I did read that thread, and while my understanding is that under the DSR they should refund the mattress even if it is unwrapped, I must confess that the whole discussion was rather unclear and I could not find an explicit answer.

Hence my question to seek clarification.

mo786uk

IMO they should offer a refund unless they can show that you have used it too much (by that I mean sleeping on it for a night or making it dirty!)

You should be able to test goods out in at home under the DSRs as you would do in a shop.

McCuddly

Is this a catalogue?

They tell you its none returnable under the Home Approval Guarrentee.

Nothing to stop you putting it back in a bag though!!

halibut2209

Lesson to be learned. Try lying on it before you unwrap it. I hope you can get it sorted

slumberman

We received it today, so it's been "used" 30 seconds, while all dressed up.

McCuddly wrote: »

Is this a catalogue?

It's from Agos.

McCuddly wrote: »

They tell you its none returnable under the Home Approval Guarrentee.

I don't understand...

McCuddly wrote: »

Nothing to stop you putting it back in a bag though!!

Sure. Obviously my plan is to pack it well before they collect it, the issue is that they said they refuse to collect mattresses unless they are in the original, untouched package.

halibut2209 wrote: »

Lesson to be learned. Try lying on it before you unwrap it. I hope you can get it sorted

For sure. Though it would not have been very practical with that rather thick and hard plastic package.

slumberman

Anyone?
I must say this is quite unclear so far...

fluffnutter

slumberman, stick to your guns. The DSR allows for goods to be inspected, and I think it's perfectly reasonable to want to remove the packaging to properly inspect something. How else could you tell if it's damp, damaged or unsuitable in some other way. Keep arguing that the DSR allows goods to be inspected and that includes removing the packaging. I do think that it's appropriate to return it in some sort of packaging however, so, if you've ripped the original to shreds, you're going to need a big bag!

Savvy_Consumer

You haven't used the mattress so you are definitely covered under DSR.

Call Consumer Direct / Trading standards and speak with them, obtain a reference number and get back to the supplier in writing stating that you are rejecting the item within the 7 days of receipt and you wish for a refund under DSR...

Good luck.

unholyangel

Savvy_Consumer wrote: »

You haven't used the mattress so you are definitely covered under DSR.

Call Consumer Direct / Trading standards and speak with them, obtain a reference number and get back to the supplier in writing stating that you are rejecting the item within the 7 days of receipt and you wish for a refund under DSR...

Good luck.

Of course if the item doesnt conform to the description, they'd be better claiming that is the reason for their returns as the retailer would have to bear the costs.

Of course this would probably depend on whether the matress lives up to the industry standard of "firm" rather than the customers expectations.