Returning sideboard.

beedeedee

We purchased a self assembly sideboard from a supplier through e-bay and PayPal.
When it arrived it was in two boxes and extremely heavy to move. We very carefully extracted it from it's packaging, checked all the large pieces were there and counted hundreds of screws etc into small bags to make sure we had them all.....
We then took a close look at the instructions and we could not identify which bits were which and realised that unfortunately, we no longer have the skills or strength to assemble it.
We assumed we could package it back up and return it (we were happy to pay return postage of course) to the supplier. They, however are saying that it has to be EXACTLY as it was packed on arrival - which of course is nigh on impossible. We have kept every last piece of packaging and am happy to send it all back to them, but apparently unless it is packaged up correctly there is a "very good chance it will get damaged during delivery" and no-one else has had problems with assembly. How should we respond? Do we have any consumer rights or do we have to write it off as totally our error in ordering it in the first place?

InsideInsurance

Presumably its sold as new? What is their T&Cs on returns?

Since the DSR was abolished your rights of return for refund has been weakened slightly. If they have followed the law correctly and their T&Cs are properly written then they can make you pay for the return and can deduct from the refund any loss of value to the goods. So if its not packed appropriately then they may deduct something for sorting that out.

If it gets damaged in transit and you have packed it appropriately even if not identically to how it came then you'd have a claim against the courier for that.

bris

For what it would cost you to return you may well get a local handy man to assemble it for you. Unless of course you just don't want it now.

unholyangel

InsideInsurance wrote: »

Presumably its sold as new? What is their T&Cs on returns?

Since the DSR was abolished your rights of return for refund has been weakened slightly. If they have followed the law correctly and their T&Cs are properly written then they can make you pay for the return and can deduct from the refund any loss of value to the goods. So if its not packed appropriately then they may deduct something for sorting that out.

If it gets damaged in transit and you have packed it appropriately even if not identically to how it came then you'd have a claim against the courier for that.

OP, just to expand on the above post....

If its just generic packaging for posting the item, they cant make a deduction. They can only make deductions when its the actual specific product packaging (and as insideinsurance says above, only if they have complied with the CCRs by providing you with your rights and other info in a durable medium - websites are not durable but emails are).

beedeedee

Thanks InsideInsurance and unholyangel. Yes it was sold as new and nothing got assembled, just removed from the packaging (paper and polystyrene in cardboard boxes). No cable ties or anything specifically shaped for the sideboard, but of course we've forgotten exactly how it was packed and we can't get all the polystyrene back in now...
Thanks also bris - we've gone right off it now I'm afraid.