mail order possible dispute.

oldtractor

Sorry Mods, I cant find where to post this so am putting it here as its where I post mostly. Hopefully you will not mindmoving it to the right place, I lookedunder Citizens advice but it wont acept new threads for some reason.
Here goes
I bought a rug for my horse mail order. had it about 6 weeks before trying it on the horse as weather turned wet and I didnt want to try it on awet/muddy horse in case it needed to go back.
it doesnt fit thehorse, so I rang the company and they said send it back andthey will send me a refund.
had an email today from them stating that it is dirty and that she has had to wash it and will see if it comes out ok and if she thinks it isnt i wont get the refund.
that will mean she has my rug and wont post it back unless i pay the postage
there is nothing wrong with the rug, it was just tried on the horse who lives in a field so isnt pristine clean. horse owners accept this. they say they will refund if rugs are only tried on and not worn. it was only tried onto the horse for size.
So, if she refuses to refund my money is there anything I can do?

ragz_2

As it isn't faulty there is nothing you can do, the seller didn't ever have to offer to take it back in the first place. They could have said you should have measured for it before ordering. Under distance selling regs you do get a certain grace period but that would only have been a week or two, you are well outside of that now.
Best you can hope for is to pay to have her send it back and you can try to sell it on.
Sorry.

oldtractor

I thought that might be the case, did measure the horse and he fell between 2 sizes, after discussion with the seller I bought the smaller size.
the seller did say to me they would refund me last week. its the change of mind I am upset about, if they had refused to take it back in the first place I wouldnt mind so much, but I have paid postage to get it back to them and now she has my rug and it will cost me further to get it back to me.
still, we live and learn.

Valli

In case you have a problem again there's a consumer rights thread, with some very useful stickies with lots of information about DSRs etc.

pigpen

Surely you should have checked it yourself for mud etc before sending it back? Dry mud easily brushes off.. and horse blankets being tight weave aren't going to get it embedded in the fibres just trying it on so a full wash shouldn't really have been necessary surely.

But as it was not sent back in the condition it was sold in you are probably not entitled to a full refund.. She said the refund would be given before the condition was assessed so I don't think you have a leg to stand on unfortunately.

oldtractor

I did check,and groomed the horse who was dry and as clean as is possible without bathing him! this is my point, the rugis not dirty at all. its an excuse she is using. it was clean. even if it was a little dusty horse owners expect this, I have bought dusty things from saddlers before its not an issue. however, the rug was clean when sent back.

Sweet_Pea_Cottage

if it was genuinely ok when you sent it back, I would complain... she may back down