Returning product after 7 days

lah1308

I have drafted an email to their rude customer services manager. Does this sound about right and make sense?


I will follow this email up with a phone call this afternoon.

My partner spoke to you on last week about returning the worktop as below. You duly informed her that due to Distance Selling Regulations you were unable to accept this item back as the manufacturer does not accept returns and that this was the first time it had happened.

I have done some investigation of the Distance Selling Regulations that you have referred to and according to Regulation 8, you, as the supplier are meant to provide us the customer with a durable copy of the Distance Selling Regulations either at the time of order or upon delivery. The failure to do so would in turn activate Regulation 11, which states that only when these regulations are provided by yourselves to us, will the 7 day return policy be activated.

If you do not provide us with these in a durable format, the 7 days rule will be activated after a period of 3 months.

I have provided you with a copy of regulation 8 and regulation 11 below.

As such I do not believe you can fall back onto these regulations as you, as the supplier have failed to provide us with these in a durable format. As such we would like to activate our right as a consumer to return these goods as we are still within the 3 months + 7 day return period as stipulated by the Distance Selling Regulations your company clearly abides by.

I look forward to your response as to when the items will be collected and our monies refunded.

Regards,

somethingcorporate

It's a good letter, you may want to refer to the fact that the website does not constitute a durable medium. Because if you don't that would be their first response!

bod1467

Some minor grammatical quirks, but otherwise good. Add the "website is not a durable medium" statement as recommended above.

lah1308

Haha - yes I spotted those quirks and have rectified!

Thanks for the help - will post an update when I get one!

Flyboy152

zoob wrote: »

If they sent you a different size to what you ordered, then they need to sort it out, very simple.
If you got what you asked for when you ordered the items, i would think its your problem, and there not under any legal oblitation
to sort it.

I think you need to avail yourself of the various regulations relating to selling at a distance.

Flyboy152

lah1308 wrote: »

I have drafted an email to their rude customer services manager. Does this sound about right and make sense?


I will follow this email up with a phone call this afternoon.

My partner spoke to you on last week about returning the worktop as below. You duly informed her that due to Distance Selling Regulations you were unable to accept this item back as the manufacturer does not accept returns and that this was the first time it had happened.

I have done some investigation of the Distance Selling Regulations that you have referred to and according to Regulation 8, you, as the supplier are meant to provide us the customer with a durable copy of the Distance Selling Regulations either at the time of order or upon delivery. The failure to do so would in turn activate Regulation 11, which states that only when these regulations are provided by yourselves to us, will the 7 day return policy be activated.

If you do not provide us with these in a durable format, the 7 days rule will be activated after a period of 3 months.

I have provided you with a copy of regulation 8 and regulation 11 below.

As such I do not believe you can fall back onto these regulations as you, as the supplier have failed to provide us with these in a durable format. As such we would like to activate our right as a consumer to return these goods as we are still within the 3 months + 7 day return period as stipulated by the Distance Selling Regulations your company clearly abides by.

I look forward to your response as to when the items will be collected and our monies refunded.

Regards,

Sounds good to me and I concur with Somethingcorporate. Best of luck.

techspec

Was there not a receipt or invoice in the parcel?

These often have the terms of return on the back.

Flyboy152

techspec wrote: »

Was there not a receipt or invoice in the parcel?

These often have the terms of return on the back.

The OP has already confirmed there was no notification regarding their rights under the DSRs.

arcon5

lah1308 wrote: »

Thanks for your advice, however, when buying online there are laws and regulations like FlyBoy says. Just because it is the correct product it does not mean you cannot return it. I do 90% of my shopping online and have never had an issue returning anything (generally after 7 days) because I changed my mind/ made a mistake except when the goods were bespoke (which this is not!).

So I will have to disagree with you on this, there appears to be a legal obligation and besides, I would expect it from a customer service perspective to.

Contacting them today so will see what they say.

When buying online you only have 7 working days to cancel the order (starting the day after you received it). After this time it's down the the retailers returns policy or goodwill. So don't assume all companies will allow returns after the statutory period.


Regarding the 3month+7day rule, I think it's a little excessive. In future you should ensure goods are checked for suitability straight away as not all companies will forget to include this information leaving you unable to get out of it on a technicality.

tomwakefield

arcon5 wrote: »

Regarding the 3month+7day rule, I think it's a little excessive.

I agree, but that's the law as it stands at the moment, and shops can prevent this by being aware of their obligations.