Online shopping help

dahac

I have just bought a bathroom furniture from betterbathrooms which has cost me over £300. I paid for a delivery to be guaranteed for a Friday as I couldn't get out of work. The delivery arrived 1 day early making may girlfriend come out of work. I complained to them about what had happened and they said we cannot offer a refund on this as you should have refused the delivery. Who in there right mind would refuse it. We didn't know to refuse delivery. Checked the items and they are all damaged so reported this and now they aren't coming back into stock till the end of may, so might send the lot back and get my money back. Would like some advise is there anything I can put to them about the delivery not being on the guaranteed date, and if I return the order will I get my first postage charge back as the whole order is damaged?

Thanks

visidigi

Forget the delivery date. Not important any more now the items are revealed as damaged

Did you order online? If you did, send, in writing (an email is fine) that you are cancelling the order as the items are all faulty/damaged and they are to collect the items from you are a mutually convenient time and return all monies paid, including the original delivery costs. You are cancelling under the Distance Selling Regulations (you also should not need to pay for the return of the goods as the items were/are faulty).

dahac

Yes this was bought online, does this mean I can get the original delivery money back as when I asked about this, they said I couldn't have it back! Am I covered under the dsr with them being faulty for a full refund?

MamaMoo_2

dahac wrote: »

Yes this was bought online, does this mean I can get the original delivery money back as when I asked about this, they said I couldn't have it back! Am I covered under the dsr with them being faulty for a full refund?

It's SOGA that covers you for faulty/damaged goods. I you cancel under DSRs you won't get the postage back

neilmcl

I would go down the route of the items being faulty/broken so you'd be entitled to a full refund plus and delivery/return charges. You are covered by DSRs but you may find that you may have to stump up the costs of returning the items.

neilmcl

MamaMoo wrote: »

It's SOGA that covers you for faulty/damaged goods. I you cancel under DSRs you won't get the postage back

He'll get the original postage back, what he might not get back is the return costs, but I'm sure that's what you meant.

BJV

If you paid online also talk to the card/ bank issuer and they will be able to help.

visidigi

MamaMoo wrote: »

It's SOGA that covers you for faulty/damaged goods. I you cancel under DSRs you won't get the postage back

As per: http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

Buying on the web, mail order or from home

On top of all the other protections described above, there are major advantages to buying on the web, mail order, or simply from home.

RETURN REASONS ALLOWED
Type of purchase: Contracts for goods or services ordered from an EU-based business via mail order, phone or online.

Protection from: The Distance Selling Regulations

Time to cancel: Goods: Seven working days from the day after you receive goods

Services: Seven working days from the day after the order is provided

Exceptions: Fresh food and flowers (for obvious reasons of decay!), personalised goods, accommodation/transport/leisure services purchased for a particular timeframe, newspapers and magazines, lottery tickets, sealed audio, video or computer software that has been opened or a service that has already started, can't be cancelled.
You also can't cancel if you have examined the goods in a shop then ordered from the same retailer online and this inspection was specifically noted as part of the purchase contract.

How to cancel the contract: You usually need to write to let the seller know, although some allow you to cancel by phone. As soon as you've cancelled, take good care of all of the goods in your contract, as you have to send them all back in reasonable condition (but not necessarily in the same packaging). You'll also usually be asked to pay for return delivery, unless the seller doesn't say this in its T&Cs, or the goods were faulty.

Getting a refund: The seller must then pay back any cash within 30 days, including cost of delivery to you – although be sure to specifically ask for this to be included as some stores don't add it automatically. If it didn't tell you about your cancellation rights, you may have longer to cancel the order.

Specific delivery: If you or the seller specified a certain delivery date (eg in time for a birthday or Christmas) but your order wasn't delivered on time you've a right to a full refund. If a date wasn't specified at all, then delivery should be within 30 days.