Refused a return

brenda50

Here is the refund policy

Returns

Internet 7 Day Refund Guarantee

If you have ordered your goods online we offer a no quibble, 7 day cancellation and refund guarantee. For up to 7 days after you have received your goods, you can cancel, for any reason, and receive a full refund.

Goods must be returned in good condition and in their original packaging.

The 7 day refund guarantee does not apply to made to measure or bespoke orders.

Returns and Refund Procedure
You must notify us in writing or by email that you wish to return your goods. The goods must be returned to us in their original packaging. They must be unused, unassembled, and in good condition. If products are damaged / used we will make appropriate charges not exceeding the cost of the goods.

In the case of vacuum packed mattresses these must be sealed.

You can return the goods yourself or we can arrange collection. If you want us to collect the goods we need the same access arrangements as the original delivery e.g. ONE MAN original delivery to 1st accessible door, return will be ONE MAN collection from same door of original delivery.

The collection fee starts from a minimum of £30 per item.
We will give you an exact cost for this depending on individual item(s).
We will endeavour to keep this charge as low as possible. Once we have received the returned goods, we will then deduct the cost of collection from your refund.

Fosterdog

They can change you for the return costs but can't insist on you using a certain method (you don't have to pay them to collect if a courier would be cheaper)

It is seven working days, not just seven days.

They can't refuse to take items back because they are opened, or if they are not in original packaging but they do have to be reasonably taken care of.

They also can't make a deduction for returning opened items or used items.

They have to refund you the cost of the item plus the cost of delivery to you, if they feel that the items have been neglected by you it is up to them to take civil action against you to recover the money.

brenda50

Well it looks like I am probably out of the time period of seven working days. I thought that distant selling was 14 days for change of mind?

Fosterdog

No it will be changing to 14 days soon but the new terms of DSR haven't come into place yet so it's still 7 days

frugal_mike

The distance selling regulation gives you a minimum of 7 working days. However Regulation 8 says that they have to inform you of your right to cancel by durable means. If they fail to do that your right to cancel extends up to a maximum of 3 months and 7 working days from the time the item was delivered.

When you ordered did they tell you of your right to cancel in an email or a delivery note when the item was delivered?

brenda50

frugal_mike wrote: »

The distance selling regulation gives you a minimum of 7 working days. However Regulation 8 says that they have to inform you of your right to cancel by durable means. If they fail to do that your right to cancel extends up to a maximum of 3 months and 7 working days from the time the item was delivered.

When you ordered did they tell you of your right to cancel in an email or a delivery note when the item was delivered?

No the only mention of guarantee to return was on the website as above

ThumbRemote

Would it be easier to keep the bed, return the slats under the DSRs, and obtain some correct sized slats?

frugal_mike

brenda50 wrote: »

No the only mention of guarantee to return was on the website as above

Then see Regulation 8 says what information they need to provide you, and Regulation 11 says how long you have to cancel if they don't give you that information.

I'd say you can still cancel.

brenda50

ThumbRemote wrote: »

Would it be easier to keep the bed, return the slats under the DSRs, and obtain some correct sized slats?

I do not want them changed as they are the best ones I can find, and there is not a lot of choice at this level - they cost 4 x the price of the bed frame..

brenda50

frugal_mike wrote: »

Then see Regulation 8 says what information they need to provide you, and Regulation 11 says how long you have to cancel if they don't give you that information.

I'd say you can still cancel.

Thanks Mike, but doesn't the information they give on the website, cover that (information as quoted in ealier post)?

http://www.ukbedstore.com/pages/returns.html

ps can they stipulate that the goods must be unassembled.