Do i have the right to cancel an online order?

happy2bhere

I bought some furniture pieces from Mercuro.co.uk which seemed to be a reputable online retailer. However after placing the order and paying, i have been sent an email stating that i need to pay an additional delivery charge. The website states that only certain postcodes need to pay this charge and i checked that mine wasn't included before placing the order.

Does anyone know what my legal right are when it comes to cancelling the order. I hope it doesn't come to this, but have a bad feeling that it just may. The order was placed yesterday online, payment taken immediately and email request recieved today.

As always, many thanks.

lovinituk

Yes you can cancel under Distance Selling Regs. Their terms and conditions should say how long you have to do this but if they don't you have 7 days by law anyway. They will either have to refund you or they may choose to offer to send you the furniture anyway and not charge for the delivery.

unholyangel

You have 7 working days starting the day after delivery in which to cancel under DSRs.

You can cancel at any time prior to receiving the goods without penalty, for a full refund.....providing it is not excluded under the DSRs for being clearly customised of course. They cannot charge a restocking or administration fee.

You just need to notify them of your intent to cancel in a durable form (ie by letter, email, fax)

happy2bhere

Thanks, had a feeling that there was something under the distance selling regs. Thanks its been a relief to have it confirmed. Sneaky !!!!!!s!

esuhl

Well, if you were told that postage would be free and now you're being asked for more money, that's a breach of the original sales contract and you can just ask for your money back. You don't need to claim under the DSRs in this case (although you could).

Tommyla1

I have just placed an order online for a sports supplement, believing the company to based in Birmingham.
I received an order confirmation but then another for a product i hadn't ordered. Following this i rang the support line on an 0121 number only to be transferred to a number in Florida. I requested that my order be cancelled only to be told that i cannot do this and i will have to return the items to Florida within 10 days or i will be charged a monthly subscription for the supplements.
I'm sure this isn't right under the DSR and legitimate companies would allow you to cancel an order before it has been dispatched.
I have also read that i will be charged a 35% restocking and admin fee.
I'm hoping that i may be able to get my bank to block the transactions with any luck with it being in the States it might flag with the fraud department.
Any advice would be much appreciated as i am quite worried about this. The company is called muscleextreme and advertise through facebook adds (yes i do feel stupid for falling for it).

Thanks

Tom

mo786uk

if they are not in the EU then htye do not have to ocmply with the Distance Selling legislation.

If they are in the USA and it looks like a scam your best best is just tryintg to cancel the payments for the future and take any loss you have to now

wealdroam

Tommyla1, is this the website you ordered from...

http://www.muscleextreme.co.uk/index.html

I am sure you have seen that the CONTACT link doesn't work from the homepage.
The CONTACT link does work from other pages though, but only supplies an email address.

Whois has an address in Ilford Essex which may help.


Edited to add:
Did you pay by credit card?
Have a read of MSE's Section 75 refunds article if it was over £100.

If it was under £100, or a debit card, look at MSE's Debit card chargeback article.

p.s. you really should've started your own thread.