CousinsUK.com

Claire71uk

I get a craft magazine, in it were cousinsUK.com offering jewellery making tools.

I placed an order for £90 plus including shipping and VAT.

Now I make Jewellery to fundraise for charities who support adults with AUTISM and their families.

I bought sterling silver earring posts and pegs 5pairs of 3mm and 5mm.

equals 10 pairs of earrings, I sold these to friends and at church.

I raised £50 and donated 100% to a charity. I received a letter of thanks.

the next day, I got reports the earring posts were breaking off...and requests for refunds.

I contacted CousinsUK.com and they told my Personal Assistant to go to website and report it via RETURNS link.

I did...DETAILED FAULT INFORMATION: Posts separate from cup, during use. These were fixed to earring art weighing less than 7th of a gram. As a disabled artisan, I sell my work to raise money for charities who support adults with Autism. These findings are faulty, and refunds have to be made including postage, as my customers and I have no confidence in the products ordered and supplied by Cousinsuk.com. Please note this also includes product code J3820....

and this is what they said...

Dear Sirs,

I am sorry to hear there may be problems with your products. The warranties and guarantees are covered under our terms and conditions.
Please return your items quoting this return number and I will forward them onto the manufacturer for investigation under the manufacturer’s warranty
The warranty covers a repair or replacement at the manufacturer’s discretion if the problem is found to be a manufacturing fault.
Exceptions are where the defect results from Misuse, fair wear and tear, wilful damage, negligence, abnormal working conditions, failure to follow the instructions, lack of technical understanding and alteration or repair without Cousins’ approval.
Please be aware that in cases where exceptions are found, all costs incurred from the courier and manufacturer will have to be passed onto you.
Please return your item quoting this return number and I will forward them onto the manufacturer for investigation under the manufacturer’s warranty
Kind regards,
Cousins

Can anyone help, the cost of faulty goods so far £6.78 in vat.

I am not a business, I am a registered disabled adult with Autism.

I have also now been told not to purchase from them again!!! what are my rights...they claim I agreed to purchase as a business in their T&C

vuvuzela

Claire71uk wrote: »

I get a craft magazine, in it were cousinsUK.com offering jewellery making tools.

I placed an order for £90 plus including shipping and VAT.

Now I make Jewellery to fundraise for charities who support adults with AUTISM and their families.

I bought sterling silver earring posts and pegs 5pairs of 3mm and 5mm.

equals 10 pairs of earrings, I sold these to friends and at church.

I raised £50 and donated 100% to a charity. I received a letter of thanks.

the next day, I got reports the earring posts were breaking off...and requests for refunds.

I contacted CousinsUK.com and they told my Personal Assistant to go to website and report it via RETURNS link.

I did...DETAILED FAULT INFORMATION: Posts separate from cup, during use. These were fixed to earring art weighing less than 7th of a gram. As a disabled artisan, I sell my work to raise money for charities who support adults with Autism. These findings are faulty, and refunds have to be made including postage, as my customers and I have no confidence in the products ordered and supplied by Cousinsuk.com. Please note this also includes product code J3820....

and this is what they said...

Dear Sirs,

I am sorry to hear there may be problems with your products. The warranties and guarantees are covered under our terms and conditions.
Please return your items quoting this return number and I will forward them onto the manufacturer for investigation under the manufacturer’s warranty
The warranty covers a repair or replacement at the manufacturer’s discretion if the problem is found to be a manufacturing fault.
Exceptions are where the defect results from Misuse, fair wear and tear, wilful damage, negligence, abnormal working conditions, failure to follow the instructions, lack of technical understanding and alteration or repair without Cousins’ approval.
Please be aware that in cases where exceptions are found, all costs incurred from the courier and manufacturer will have to be passed onto you.
Please return your item quoting this return number and I will forward them onto the manufacturer for investigation under the manufacturer’s warranty
Kind regards,
Cousins

Can anyone help, the cost of faulty goods so far £6.78 in vat.

I am not a business, I am a registered disabled adult with Autism.

I have also now been told not to purchase from them again!!! what are my rights...they claim I agreed to purchase as a business in their T&C

Cousins https://www.cousinsuk.com/ sell wholesale to the trade. To get an account with them or order from them, you have to explicitly agree to this.

paddyrg

To get an account with them or order from them, you have to explicitly agree to this.

That may not hold up if they are sending out catalogues in home crafter magazines.

Either way the goods should surely be of merchantable quality, sounds like an inherent defect to fail so readily and consistently, so be SoGA returns.

vuvuzela

paddyrg wrote: »

That may not hold up if they are sending out catalogues in home crafter magazines.

Either way the goods should surely be of merchantable quality, sounds like an inherent defect to fail so readily and consistently, so be SoGA returns.

Not everyone that reads craft magazines is a consumer. They also (I am fairly sure) advertise in watch enthusiast magazines. They definitely are a trade supplier though - go to the website, see the bit about being wholesale on the top of the front page and then click on the register link where you can't actually create an account until you accept that you are ordering as a business.

But yes, anything they sell needs to be of merchantable quality.

paddyrg

I do get what you're saying vuvuzela, I only question it because

Cousins is a business to business trade wholesaler. If you purchase as a consumer you have to understand and accept out terms and conditions. These terms and conditions do not fall under consumer law and distance selling regulations.

They say you can place orders /as a consumer/ (on the help & FAQ's page), but only by waiving your unwaivable consumer protection rights. They can't have it both ways - they should either refuse B2C orders altogether or respect statutory rights.

But that's a side issue - either way, they should not be shirking their obligations to provide merchantable merchandise.