Victorian Plumbing Claiming Return is damaged

c12hamilton

Hi All

I recently ordered a toilet from Victorian Plumbing online. We discovered that the toilet was the wrong type, so we sent it back within the allowed time frame for a refund (it was less than a week).

We got the notification from Victorian Plumbing that they had received the delivery no problem, but then a couple of weeks later we received another email to say that the return was damaged so they cannot issue a refund, and on top of that they say because of the nature of the damage they have had to dispose of the toilet due to health and safety reasons.

I can guarantee that it was not damaged. They have also sent 2 photos, one with the entire box in its original packaging, and one super zoomed in photo of what appears to be a tiny, tiny nick on the toilet. It's so zoomed in I'm struggling to see exactly where the nick is. I feel that the disposal message is an attempt to get out of returning it to me, or having to further investigate.

They are clearly trying to get out of issuing a refund. Their claim is simply not true, it was delivered back to them in exactly the same condition it was delivered to us, within the time required.

Is there anything I can do to either force a refund, or escalate this to some other body that will be able to issue a refund?

Thanks for any help in advance

DoaM

How did you pay? (Debit card, Credit card, Paypal, Other)
How much was it?

c12hamilton

DoaM wrote: »

How did you pay? (Debit card, Credit card, Paypal, Other)
How much was it?

Hi DoaM

It cost £199.96 (plus £25 delivery), and it was paid for with paypal

Ms_Chocaholic

How did you send it back?

DoaM

Ms_Chocaholic wrote: »

How did you send it back?

I guess you're wondering if it got damaged in transit during return?

c12hamilton wrote: »

and it was paid for with paypal

Oh dear. Paypal buyer protection seems hardly worth the bits and bytes used to display it. You could try a claim but there's a good chance it will fail.

c12hamilton

Ms_Chocaholic wrote: »

How did you send it back?

Hi Ms Chocaholic

We sent it back through a courier. I saw it get strapped up in the van so there was no chance it was damaged in there. The location of the damage in the photos, a small chip on an internal rim, also means it wouldnt have been from mis-handling.

To be honest, I'm pretty sure that the photos they sent to illustrate the damage are actually of a different product. The picture is zoomed in so much I think they hoped that it wouldn't be noticed, but there is a small lip on the side of the picture that isn't part of the toilet we returned.

peter_the_piper

Was it their courier or yours?

c12hamilton

peter_the_piper wrote: »

Was it their courier or yours?

Hi Peter_the_piper

It was my courier, they refused to pick it up.

the_lunatic_is_in_my_head

Presumably

All cancelled goods must be returned in its original packaging and in a re-sellable condition. We will not accept or refund any items that are damaged whilst in your possession or in transit back to us.


Doesn't abide by the cancellation regs as they can't refuse to refund but have the option to reduce the refund for diminished value.

Does their statement above fall under not providing the required written information?

If it doesn't abide by the regs then they can't reduce the refund and OP is entitled to a full refund.

Just to add, OP did you get an email or any paperwork detailing your right to cancel and if so was that clause above also included? (A link to the website T&Cs in an email doesn't count for anything).

owen_money

Had you used it at all? They generally wont give you a refund if its been used

Ms_Chocaholic

Can you ask for clearer photographs.
Alternatively can you claim from your courier.