Distance selling for exchanges

evanogainen

We recently placed an online order, received it, returned it within 14 days for an exchange.
The new item is also unsuitable so we needed to exchange it but the company is saying the 14 day returns is from the receipt date of the original item not the date we received the new item.

Is this correct? It feels wrong to me. I would have thought when you receive an item in exchange that you again get 14 days to return from the receipt of the new item.

Can anyone point me to what consumer law says on this as I couldn't find anything clear about this.

Thanks.

neilmcl

Yes, imho it is correct. The right to cancel is based on your original contract, as it's now over 14 days since your original contract then you can no longer return, unless the item is faulty.

Think of it this way, if it worked the way you wanted what would prevent someone to continually send their item back every couple of weeks for a new replacement ad infinitum.

unholyangel

I'd say its incorrect with the wording & purpose of CCRs in mind.

But did they actually comply with providing you that information before you were bound by the contract?

Plus their way of thinking, once you contract with a company then any subsequent contracts become variations rather than new contracts. Which is absurd as the contract was fully performed (by them sending the goods and you receiving them).