Right to cancel online order for "bespoke or personalised" goods

Kentish_Dave

It doesn’t matter if anything has been made; you want to rely on the law to make someone do something but if that law doesn’t apply then you can’t.

POPPYOSCAR

This is an interesting one.

Has the OP actually ordered something personalised as no personal information has been given?

NW_London

I order a set of number plates. Prior to making the number plates, the company requires you to send them ID and proof of entitlement for the registration number that goes on the plates.

I haven't submitted the documents so they haven't made the plates.

We're not talking about a huge sum of money so no big deal, but I just find it difficult to understand why they aren't obliged to refund the money in this particular case. Especially since their terms and conditions state I'm "entering into a contract to buy a blank number plate from us, the contract will then progress to you sending us your original documents".

Since I haven't sent any documents, I've only entered into a contract to buy a blank number plate in which case the goods aren't personalised.

scd3scd4

It does matter, they have incurred no cost or loss.


They can not rely on the law since no documents have been supplied, there is no contract to proceed.


I would not supply the documents and see where they want to go from there. What will the invoice say??



OP, lots of people bleat on what could happen. Sit tight for now and send nothing. The only problem I see is it looks like you have already paid??

SHAFT

NW_London wrote: »

I order a set of number plates. Prior to making the number plates, the company requires you to send them ID and proof of entitlement for the registration number that goes on the plates.

I haven't submitted the documents so they haven't made the plates.

We're not talking about a huge sum of money so no big deal, but I just find it difficult to understand why they aren't obliged to refund the money in this particular case. Especially since their terms and conditions state I'm "entering into a contract to buy a blank number plate from us, the contract will then progress to you sending us your original documents".

Since I haven't sent any documents, I've only entered into a contract to buy a blank number plate in which case the goods aren't personalised.

I ordered some a couple of months ago, they made the plates straight away and arrived on the same day they recieved the documents. Not strictly supplied to the letter of the law in regards to the sale of plates.

NW_London

Interesting thing is they have agreed to put the order on hold - or allow me to change the registration number on the plates - but won't refund me!

If it was a vast sum of money, I'd fight them all the way but it's not worth my time.

Thanks for all the replies.

Joe_Horner

NW_London wrote: »

When You make a payment to us you are entering into a contract to buy a blank number plate from us,

So - from their own terms - by making the payment you have only contracted to buy a blank plate. Until, and unless, you send the documents that's the only contract there is and it's not for a personalised item.

If they refuse the refund then insist that they supply you with the blank (ie: not personalised) plate that you've contracted with them for.

Then, as soon as it arrives, return it for refund under the Consumer Contract Regulations 2013 because you've changed your mind about the non-personalised, non-customised, absolutely stock ordinary item.