Refund for online purchase that doesn't fit?

coronalsection

I recently ordered a roller blind online to replace a worn out one in a window recess between an external window and some secondary glazing. The web order form allowed specification of the recess width and height, which I measured very carefully. However, when the new blind arrived, I realised that although the width and height are fine, the tube has a much larger diameter than my previous blind, and will not fit into the gap between the external window and secondary glazing panel. As I say, our previous roller blind fitted fine, and the large diameter measurement of the new blind is not mentioned on the company's website, so I had no idea that it would be any different and that there was even a possibility it wouldn't fit.

I contacted the company explaining the situation and asking for a refund, as there is no way we can modify the window to allow the blind to work, but they have said that as their blinds are made to specific sizes, they cannot accept a return.

Could anyone help advise on whether I have a right to a refund under Distance Selling Regulations, or some other aspect of the relevant legislation? I realise that custom blinds are normally exempt from the DSRs, but wondered if there's any assistance in the fact that the problem is due to a feature other than one of the custom specifications? Many thanks for any help.

Hintza

I would suggest that fitting it within secondary glazing is slightly abnormal and not the manufacturers problem and something (in retrospect) you should have thought of.

bris

The blind is tailor made to your specifications so DSR does not appy.

As Hintza says the tube diamater is something you should have thought of.

halibut2209

Did you type in the measurements yourself, or was it from a drop down menu?

coronalsection

Thanks for the responses. You're right of course that I probably should have thought of it, but because we've had at least two previous blinds in that window that have been fine, it never occurred to me that this one would be any different.

In answer to halibut2209's question, I typed in the width and height measurements. There was no option to specify anything to do with the tube diameter, and the diameter is not mentioned anywhere on the company's website.

Jemima09

Have to say that wouldn't have occurred to me either, unless they had mentioned it I wouldn't have thought to check!

This may not be the suggestion you want, but seeing as you've paid and can't return it, could you use the tube out of your old blind and attach the new fabric? I'm assuming it was the old fabric that has worn out and not the fittings, apologies if this isn't the case.

I know in the past I bought a 'roller blind kit' from john lewis, that was just this, an empty tube, the brackets and the string.. and you basically attached the fabric to the tube and rolled it up neatly.