Furniture store wont refund item

adamclarke88

Hello

I'm seeking some advice on returning a product to Creations, the furniture store based in Northern Ireland.

We visited 2 of their stores before purchasing and took measurements of the furniture we wanted. In both stores, the same sideboard was 80cm tall. We ordered 2 of them.

The sideboards they delivered us turned out to be 90cm tall. This means that one of them wouldn't fit in the place we want to put it.

Having visited the store today to try and get this sorted, we requested an exchange for a smaller sideboard. We were told they could not refund the difference and only offer a credit note.

I then asked for a refund on one of the sideboards (and then order the smaller one separately) as they sent us the wrong size. Their answer for this is that the range is "rustic" therefore it comes in different sizes.... which is rubbish considering the only other size we've seen from 2 different stores is exactly 80cm!! All other products within this range are either 80cm or 90cm.. there is no other variations.

Apart from the fact that they sent us furniture of the wrong size, can I not return one of them for a refund as its within 7 days and it hasn't been opened or used etc?

Any help would be much appreciated.

Thanks

wealdroam

adamclarke88 wrote: »

Apart from the fact that they sent us furniture of the wrong size, can I not return one of them for a refund as its within 7 days and it hasn't been opened or used etc?

No. If you are going to ignore the fact that they sent the wrong thing, then you have no right to a refund.

All sales instore should be considered final unless the store offers a returns policy that says anything different.

Your only hopes of a refund are:
1) insisting the store has not supplied the goods that you ordered,
2) hoping the store's returns policy allows your return - seems unlikely.

adamclarke88

Ok thank you.

Why aren't I entitled to a refund, I (clearly wrongly!) thought that shops had to offer you a refund if you have a receipt and have not opened or used a product within a certain amount of time (7 days?)

So it's at the discretion of the shop if they want to offer a refund policy or not?

Are products purchased online different in that they have to allow a refund within a set time frame?

Thanks again for your help.

wealdroam

adamclarke88 wrote: »

Why aren't I entitled to a refund, I (clearly wrongly!) thought that shops had to offer you a refund if you have a receipt and have not opened or used a product within a certain amount of time (7 days?)

Yes you are mistaken. Of course shops can offer more than the statutory minimum, and some do so for good customer service reasons.

adamclarke88 wrote: »

So it's at the discretion of the shop if they want to offer a refund policy or not?

Yes, exactly that.

adamclarke88 wrote: »

Are products purchased online different in that they have to allow a refund within a set time frame?

Yes, when buying online you have up to 14 days after delivery to cancel your order for any reason - or no reason.


How did you pay for this purchase?
By credit card?
If so, maybe you could convince your credit card supplier that the goods do not conform to contract and seek a refund under section 75 of The Consumer Credit Act.

Read more about Section 75 here: www.moneysavingexpert.com/shopping/section75-protect-your-purchases

bris

You have breach of contract for the wrong product being supplied but do you have an order form or receipt showing the dimensions, or maybe part number, product name that points to the 80cm item?


If both sizes are the same item, name then you may struggle to get them to see your point of view with them denying you specifically told them they must be 80cm.

adamclarke88

wealdroam wrote: »

How did you pay for this purchase?
By credit card?
If so, maybe you could convince your credit card supplier that the goods do not conform to contract and seek a refund under section 75 of The Consumer Credit Act.

Read more about Section 75 here: [U[/U]

It was paid by debit card unfortunately.

I guess you learn something new every day! I'm very surprised that a shop can simply deny a refund! Considering it was purchased less than a week ago and is in unopened condition.

This knowledge will come in handy for furnishing the rest of the house!

bris wrote: »

You have breach of contract for the wrong product being supplied but do you have an order form or receipt showing the dimensions, or maybe part number, product name that points to the 80cm item?

If both sizes are the same item, name then you may struggle to get them to see your point of view with them denying you specifically told them they must be 80cm.

It doesn't state the size on the receipt. However its a complete farce as all the products in their showroom's are 80cm tall, yet the ones they sent me are 90cm!