Item sent to incorrect address

Lynzog

Hello all,

Just needed some advice and hopefully someone can help.

Someone (not me) ordered a personalised item online, and when they ordered it they included an address that they haven't lived at for 4 years. When they ordered, they would have had the confirmation screen to show the address, and 2 confirmation emails that would have had this address on.

My question is, are there any "Rights" or "Laws" to say that they are entitled to a replacement as they have not received it? Or "Rights" or "Laws" to say that they definitely aren't entitled to another personalised item?

Thanks! :beer:

wealdroam

Lynzog wrote: »

Hello all,

Just needed some advice and hopefully someone can help.

Someone (not me) ordered a personalised item online, and when they ordered it they included an address that they haven't lived at for 4 years. When they ordered, they would have had the confirmation screen to show the address, and 2 confirmation emails that would have had this address on.

My question is, are there any "Rights" or "Laws" to say that they are entitled to a replacement as they have not received it? Or "Rights" or "Laws" to say that they definitely aren't entitled to another personalised item?

Thanks! :beer:

So the seller was never told the correct address... is that right?

If the seller has delivered the goods to the address that they were instructed to send it to, then they have fulfilled their obligation.

Sounds like you might be the seller.

unholyangel

If they've provided the wrong address for delivery then its not the retailers fault.

I take it that is what you mean? And not that the retailer has used the wrong address despite being provided with the correct one?

Lynzog

wealdroam wrote: »

So the seller was never told the correct address... is that right?

If the seller has delivered the goods to the address that they were instructed to send it to, then they have fulfilled their obligation.

Sounds like you might be the seller.

What made you think that?

The person who placed the order gave a completely wrong address that they haven't lived at for over 4 years. The item was sent to this address by Royal Mail First class post, but hasn't been returned back due to "addressee doesn't live at this address". So the person who placed the order wants a new personalised item to be sent to their actual address.

Personally, if I ordered something off the internet (even if it isn't personalise), and I put the wrong address, I'd fully expect never to see that item or my money again.

However, I wanted to know if they was some citizen-advice law or regulation to say that they have to have a replacement or shouldn't, if that makes sense?

halibut2209

If this is the only address that you've received, then it's a no-brainer. You have fulfilled your end of the contract

shaun_from_Africa

Lynzog wrote: »

The person who placed the order gave a completely wrong address that they haven't lived at for over 4 years.

In which case, I honestly think that the person concerned shouldn't be allowed unsupervised access to the internet.

Lynzog

shaun_from_Africa wrote: »

In which case, I honestly think that the person concerned shouldn't be allowed unsupervised access to the internet.

Oh my god! That is so true! :rotfl:

We have been told we have to resend (we are a small 2 man business that sell through a reseller) as there is nothing legal to say that the customer has to provide the correct address. :mad:

halibut2209

Technically they are right in that they have no legal obligation to give you the correct address. But, you are obliged to send to the address that they give. Which you did

Norman_Castle

This has happened to me twice. Both times the buyer had changed their paypal addresses just before buying. Apparently on paypal address changes can take time to update. Both buyers accepted the loss.. If payment was through paypal their conditions may help you.

Lynzog

I know. It is so difficult. I can see what is reasonable and what isn't, but we are now being forced to give the customer a full refund! I cannot believe this as we have spent time making an item, and now they are asking for a refund or reporting us to citizens advice!! I am baffled!

Lynzog

Norman_Castle wrote: »

If payment was through paypal their conditions may help you.

Unfortunately not, it was purchased through a reseller website (not Amazon or Paypal) and they do not accept Paypal.