Seller trying to charge me for a return

fuzzylana

Hi

I am hoping to get a bit of help with a very difficult and unhelpful seller. I ordered a custom bridle for my horse because he is not a standard size and this particular seller said that they could do this for me. We agreed on a price and I gave him some dimensions but not enough to make the bridle as I didn't have them at the time and asked him to let me know what sizes he needed. Next thing I know a bridle turns up that is just a standard cob size bridle. Unsurprisingly it didn't fit. I complained about it not fitting so I paid to return some parts and get some new larger parts sent from his stock. These new parts are still to small. As the seller did not provide me with the custom bridle I asked for I told them that I wanted to return it for a full refund. As what I wanted was for him to take size from my horse and make me a customer bridle.
He has refused to give a full refund saying that he is going to charge me for writing emails and going to the post office etc. I have informed trading standards and they have told me that he is in breech of contract. But although I have told the seller this they refuse to give me a full refund.
I just wondered if anyone else has had a similar experience or what I should do to get my money back.

pinkshoes

How long ago did it arrive?

fuzzylana

It arrived initially on the 15th November, I told him on the 18th it didn't fit. New parts arrived on the 2nd December and I told him on the 4th December that I wanted to return it after the other parts didn't fit.

unholyangel

Have you cancelled in writing?

How did you pay him? Cash? Card? Paypal?

fuzzylana

It was an internet bank transfer

fuzzylana

I've done all my correspondence via email. Not sure whether I need to send a formal letter.

frugal_mike

Email is fine. You are entitled to reject the goods under the Sale of Goods Act for a full refund if they do not conform to contract. The seller has to refund you in full including any postage paid, and either has to arrange collection of the goods or refund your return postage if they want the items back.

fuzzylana

That's what trading standards said to me but this seller just will not agree that he should refund me in full. He just says 'trading standards aren't going to tell me how to run my business'. This guy is a nightmare. I don't know how I can make him either do I have to take him to court?

bris

Yes you do have to take him to court, trading standards will only offer advice with individuals like this unless there are a lot of complaints about him. Court is your only option, if it's worthwhile.

bod1467

fuzzylana wrote: »

It was an internet bank transfer

Oh dear.

ThumbRemote

How close are you to where he is based? Could you pay him a visit?