refused refund on unsuitable curtains

Batchelor

Hi, this my first post, here goes, hope I'm in the right place!
Having just moved house in January, went to Linens Direct, bought three pairs curtains, used two sets, decided the third pair wasn't suitable for the purpose I'd bought them for....very cold hall with draughty windows and front door. It was freezing weather, so I ordered another more suitable thicker pair of curtains from another store and paid for next day delivery, having decided to return the original one pair to the shop. I took them back the next door, and was shocked to be told they do not offer refunds. The assistant was polite and said that it states this on the back of the receipt (which you only get after paying), and she pointed to a small printed notice on the wall behind the till. Couldn't even read it, was so small and far away!
I emailed the company, after a week, no reply. Phoned several times, no answer, left messages. Emailed again, finally got a reply, saidwould be referred to Manager. He emailed that it was company policy and couldn't be changed. I replied to him, sending photos taken in the shop of the tiny notice, he won't budge.
I was given a piece of till paper, valid for only five months, for £110 .00!!! I can't afford to lose this and there's nothing I need or want in the shop. In this day and age I think this is appalling, no shop has ever refused me a refund, i can't believe it. Are they able to do this do you think? I spent approx £200, and kept two pairs of curtains, it's not as though I took everything back. I have stated that i believe this refund policy to be misleading as it is not pointed out to customers, the manager replied that it's the customers responsibility to check this before purchasing.
Any advice please?

McKneff

Were the curtains you wanted to return still in the packet unopened. Or had you taken them out and 'pulled the cords' to fit your windows, then decided that they wre unsuitable.

On the other hand, once you have bought something, it is only goodwill as to wehter you can return an item unless it is faulty. A change of mind is not a reason.....

dlusman

You dont have a right for refund if you change your mind - and the store do not have to display a notice ( of any size ) stating this.

What other stores ( out of good customer relations ) do is irrelevant

Batchelor

Thanks for superfast replies. In answer to your questions, all three pairs were the same, I realised after opening the first that the fabric was too thin for a cold hall. So the returned pack hadn't even been opened.
I feel that they have a reponsibility to tell customers if they refuse refunds. They have to refund if ordered online. Unfair practice in my opinion, they seem to be the only shop on the High Street that refuses refunds, they should make it clear, obviously repeat custom is not their concern. Thks again, and rgds.

dlusman

Batchelor wrote: »

They have to refund if ordered online. Unfair practice in my opinion, they seem to be the only shop on the High Street that refuses refunds, they should make it clear, obviously repeat custom is not their concern. Thks again, and rgds.

Online is different - you dont have a chance to examine the curtains before purchase.

Why should they make it clear that they conform to the law ?

adandem

Batchelor wrote: »

Thanks for superfast replies. In answer to your questions, all three pairs were the same, I realised after opening the first that the fabric was too thin for a cold hall. So the returned pack hadn't even been opened.
I feel that they have a reponsibility to tell customers if they refuse refunds. They have to refund if ordered online. Unfair practice in my opinion, they seem to be the only shop on the High Street that refuses refunds, they should make it clear, obviously repeat custom is not their concern. Thks again, and rgds.

They are not the only high street store who don't offer refunds and I usually avoid the ones that don't tbh. Online sales are covered by distance selling regulations as you are unable to view prior to purchase. The onus is on the customer to ask about the returns policy, refunds are not a right unless the item is faulty.
You could always try and sell the credit note?

teddysmum

You are only entitled to a refund or even exchange if the goods are faulty or not suitable for a stated purpose (eg pans which a magnet won't cling to, that are sold for use on an induction hob).