Restocking Charges?

Criteria55

Hi, we brought a main shower screen and side panel from Matki through our local bathroom stockist. We found that we didn't need both and want to return the side panel (which is still in its original packaging) and we are still within our 30 day return window.

We have been told we will be charged £35 for delivery and 30% restocking charge. We were not told at the time when we purchased this as we were unsure whether we needed both shower screens. I have looked at Matki's returns policy and terms and conditions and it does not state this. I emailed Matki and they were response was that they could not accept the item without restocking charge but did not confirm the amount. I have asked Matki to direct me to their website where this is stated but they have not replied...

Has anyone had a similar experience or know more about restocking charges?

Thank you

marliepanda

Criteria55 wrote: »

Hi, we brought a main shower screen and side panel from Matki through our local bathroom stockist. We found that we didn't need both and want to return the side panel (which is still in its original packaging) and we are still within our 30 day return window.

We have been told we will be charged £35 for delivery and 30% restocking charge. We were not told at the time when we purchased this as we were unsure whether we needed both shower screens. I have looked at Matki's returns policy and terms and conditions and it does not state this. I emailed Matki and they were response was that they could not accept the item without restocking charge but did not confirm the amount. I have asked Matki to direct me to their website where this is stated but they have not replied...

Has anyone had a similar experience or know more about restocking charges?

Thank you

Who actually ordered from Matki, you or the bathroom store?

Criteria55

Hi - we ordered through our bathroom store who placed the order for us. I just had a reply from Matki who are now saying its not them asking for restocking charge but we should take it up with the bathroom store....

marliepanda

Criteria55 wrote: »

Hi - we ordered through our bathroom store who placed the order for us. I just had a reply from Matki who are now saying its not them asking for restocking charge but we should take it up with the bathroom store....

Sounds about right, its a business to business transaction.

Did you ask them to order it in store? Was it a special order of an item they dont normally stock?

Gavin83

Criteria55 wrote: »

Hi, we brought a main shower screen and side panel from Matki through our local bathroom stockist. We found that we didn't need both and want to return the side panel (which is still in its original packaging) and we are still within our 30 day return window.

We have been told we will be charged £35 for delivery and 30% restocking charge. We were not told at the time when we purchased this as we were unsure whether we needed both shower screens. I have looked at Matki's returns policy and terms and conditions and it does not state this. I emailed Matki and they were response was that they could not accept the item without restocking charge but did not confirm the amount. I have asked Matki to direct me to their website where this is stated but they have not replied...

Has anyone had a similar experience or know more about restocking charges?

Thank you

I'm assuming a '30 day refund window' is a policy of your bathroom store? Who exactly is your contract with?

Criteria55

They had one in display in the local bathroom store but a larger screen. We asked them to order the same screen but a smaller size.

Criteria55

30 days is with Makti and need to find our local invoice to check their terms and conditions. We were very clear and did ask for help whether we would need both screens so it was an open and honest conversation. Unfortunately it was not the other way around and there was not mention of the restocking charges.

The local company are saying its is Makti who are asking for a restock charge...confusing.

Criteria55

Thank you both

Criteria55

The contract would be with the local bathroom store. I need to find that invoice and its terms and conditions.

Thanks

marliepanda

Criteria55 wrote: »

30 days is with Makti and need to find our local invoice to check their terms and conditions. We were very clear and did ask for help whether we would need both screens so it was an open and honest conversation. Unfortunately it was not the other way around and there was not mention of the restocking charges.

The local company are saying its is Makti who are asking for a restock charge...confusing.

Matki can charge the shop restocking charges (if it is in their business contract)

You have no contract with Matki. You have a contract with the shop who ordered it from Matki for you.

Basically Matki's terms and conditions have nothing to do with you.

What is the 'local bathroom stores' returns/refund policy?

bris

If this wasn't bought online and was an in store purchase then they can charge a restocking fee or even refuse to take it back.


If it was bought online then the return policy is 14days not 30 for your consumer rights.