Return postage costs on goods not as described

annie42

On the basis of images on a retailers web site I ordered a rug. The colours are nothing like the ones indicated on the website and I intend to return the rug. (There is no disclaimer as to the accuracy of colours). The retailer is refusing to cover my return postage costs which I think is unreasonable. They say they have not sent the wrong item nor is it damaged. That's technically correct but as far as I'm concerned it is the wrong item. Any thoughts please?

steampowered

The retailer has an obligation to make sure goods are 'as described'. If they sent you a different item to the one on the website, they should cover the postage cost!

Could it just be a matter of the lighting in the photo being a bit different? Or have they actually sent you an item with different colours to the one pictures?

annie42

Thanks. It is the rug I ordered but the colour representation on their website is inaccurate. It is a multi stripe the colours of which appear to be quite bright but in reality they look as dull as ditch water.

Oakdene

Could you post a link to the rug on thier website then perhaps post a pic of the rug that you were sent?

annie42

I'm not very computer literate I'm afraid. I have the two different images on my iPad but don't know how to add them here. I will try if you can advise me.

DoaM

Upload the images to a hosting site (tinypic, imgur are 2 examples) then post the links to those images in a reply. Also post a link to the website page you bought from.

KeithP

annie42 wrote: »

It is the rug I ordered...

Would it fair to say that although they have supplied what you ordered, it is not what you expected?

If that's the case, then The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is there to help you.

You can return the goods in this situation, but whether they are obliged to cover the return carriage costs depends on what documentation they have sent you.
Briefly, if they have sent you information which tells you that you must cover the return carriage costs then that is what you must do.

annie42

I'm afraid adding photos is beyond. I haven't looked up the Consumer Contracts Regs but have found the Consumer Goods Act 2015 which says items must be as described. The rug is not as the colours in it are not as shown on their website so they are in breach of contract and that being the case are obliged to cover the return postage costs. The law must trump their trading terms surely?

KeithP

annie42 wrote: »

I'm afraid adding photos is beyond. I haven't looked up the Consumer Contracts Regs but have found the Consumer Goods Act 2015 which says items must be as described. The rug is not as the colours in it are not as shown on their website so they are in breach of contract and that being the case are obliged to cover the return postage costs. The law must trump their trading terms surely?

There is no such thing as 'the Consumer Goods Act 2015'.

What is the answer to the question I posed earlier?

unholyangel

annie42 wrote: »

I'm afraid adding photos is beyond. I haven't looked up the Consumer Contracts Regs but have found the Consumer Goods Act 2015 which says items must be as described. The rug is not as the colours in it are not as shown on their website so they are in breach of contract and that being the case are obliged to cover the return postage costs. The law must trump their trading terms surely?

The issue is whether its down to their portrayal of the item or perhaps the settings of your display - which is why they were asking for a link to the item & also a picture of it from your end.

Some allowances must be made for that but obviously a completely different colour to what was shown would be another matter.

To link pictures, upload the pictures to a file sharing site (such as photobucket, tinypic etc) and then paste the link between the image tags so [/IMG] after the link and

annie42

Thanks for the advice re uploading. Will try it tomorrow when I have more time.

Keith - I meant the Consumer Rights Act. In answer to your question the product number on the rug corresponds with the product number I ordered so I naturally expected it to be in the fresh pastel colours displayed on the website not the muddy dull shades it actually is. I don't think it's the display settings on my computer as I've looked at it on a desk top, I pad and laptop and they are all the same.