Returning part order of expensive wallpaper

nightowl22

I ordered 3 rolls of expensive wallpaper (£140 per roll) online for a feature wall. I knew it would be tight for 2 rolls so I ordered the third roll to be sure of getting the same batch. I've now finished the job and only used 2 rolls. The online retailer says it will only accept the return of the whole order. This was a stock order and not specially made for me in any way. Are they within their rights to refuse to accept the return of a single roll? Thanks for any help.

unholyangel

Was it a b2b purchase or trade only supplier?

How long ago did you purchase?

pimento

I know that Wallpaper Direct state in their T&Cs that you can't return part orders. I have a roll of £55 wallpaper that I have for an identical reason to you.

I can see their point, though. They risk being stuck with one odd roll out if a batch that they might not be able to sell.

Have you thought about putting it on eBay?

neilmcl

I'm assuming you want to return the roll as per distance selling regulations, eg, CCRs. I'm not 100% sure but when you cancel under the CCRs, you cancel the contract as a whole so I'd doubt it would cover returning a partial order. Personally I'd want to keep the extra roll in case of emergencies.

unholyangel

Re having to cancel the whole order, I've asked trading standards and citizens advice this in the past.

The response from both was that if you purchased a 10 pack of something, then you'd have to return it. If however you purchased 10 units priced individually, then you would be able to cancel just one and keep the rest.

Plus theres also the fact the CCRs would mean they'd still have to accept the return even if the goods did form part of a commercial unit - the retailer would just be entitled to make a deduction (albeit up to the full purchase price - whether they could justify that is another matter) to account for the diminished value (but only if they'd informed the consumer of this prior to them entering into the contract).

peachyprice

Wouldn't it depend on how long ago OP bought the rolls?

unholyangel

peachyprice wrote: »

Wouldn't it depend on how long ago OP bought the rolls?

Indeed, which is why I asked:

unholyangel wrote: »

Was it a b2b purchase or trade only supplier?

How long ago did you purchase?

nightowl22

Thanks. It was a normal retail site and I have had the wallpaper for 10 days. It was bought as three individual rolls, not in a pack of 3 rolls. It seems to me that if I had ordered one roll each of 3 different papers, I should have been able to return any or all of them, so i don't see why it's different when they are all the same design.

At this price I don't want to keep a whole roll just for spares so I would like to be sure of my ground and go back to the retailer with some confidence that I'm right.

unholyangel

Then in that case there should be nothing excluding the return from the right to cancel given in the CCRs.

However getting the company to agree (when their T&C's state differently) may be difficult. See what they say but I wouldn't hold out too much hope of them just rolling over, so you will likely need to consider how much time you're willing to spend on this and how far you're prepared to take it.

shaun_from_Africa

I don't know if a partial chargeback is possible, but I can't see any reason why a "Section 75" claim (provided payment was done with a credit card) wouldn't work by using the fact that the retailer refusing to abide by their legal obligations as the reason for the claim.