Made to measure blinds are the wrong size - refund refused

TabithaClaire

Hello,


I have recently received two sets of made to measure blinds, both of which are too wide to fit into the window recess.


I followed the instructions on the website for measuring, and have my measurements on a confirmed order that the company sent me so I know that this was done correctly. They told me to submit exact measurements of the recess and said that they would then reduce these slightly to ensure the blinds fitted.


However when the blinds arrived one set was 2cm wider than the measurement I submitted (therefore doesn't even fit in the window recess) and the other is the exact same measurement that I submitted, therefore can be jammed in at a push but the blinds wont go up or down as its too tight.


The company have informed me that they can arrange a collection and examination of the goods and if they are found to be incorrect they will replace them, but that I am not liable for a refund.


I have found their service poor and can't go without blinds for the length of time this will take to resolve so want my money back, but they are refusing. As the products are not fit for purpose I believe a refund should be granted, but they insist that as the blinds were made to measure that this is not the case.


Could someone please advise?


Thank you


Claire

DoaM

You have short term right to reject for a full refund (within 30 days). The seller can require you to prove that the fault exists before accepting the rejection. (Should be quite easy - take photos of the blinds as you measure them, compare them with the measurements supplied for manufacture).

The seller cannot override this request without the consumer's agreement. The seller is also liable for the cost of returns. The refund must be in full, including any initial delivery charge.

It sounds to me like the seller wants to offer a repair or replacement - you do not have to accept this, but if you're otherwise happy with the quality of the blinds then this might be the best way forward.

Note: if you DO follow this path and the repaired/replaced blinds still don't conform to contract (after the single repair/replace attempt) then you can invoke your final right to reject (again for a full refund etc. as above).

This is all covered in The Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

shaun_from_Africa

Just one thing to add.
Where is the seller of the blinds located?

TabithaClaire

They're in London. Thanks

hollydays

Send them a video showing measurements