Restocking fee rights

Swimmum19

We recently ordered new bathroom cupboards from a local shop - they did not stock the actual items so were chosen out of a catalogue in store. After delivery we realised the colour was not what we wanted - the colour grey was misleading as the units are actually brown (they look grey in the catalogue and have grey in the name!)

We’ve asked to return these items and exchange for another colour and they’ve said we have to pay a 25% restocking fee. I’ve queried this and they’ve given me two options (after a lot of negotiation) -

1. Return all items and purchase elsewhere, 25% fee
2. Exchange for a different colour with them, 15% fee

My query is do I just have to suck it up and pay even for the exchange? Also, we were not advised of the restock fee until after payment had been made. It was printed on the receipt which we were given *after* the payment had been processed.

What are my rights please?

pinkshoes

Swimmum19 wrote: »

We recently ordered new bathroom cupboards from a local shop - they did not stock the actual items so were chosen out of a catalogue in store. After delivery we realised the colour was not what we wanted - the colour grey was misleading as the units are actually brown (they look grey in the catalogue and have grey in the name!)

We’ve asked to return these items and exchange for another colour and they’ve said we have to pay a 25% restocking fee. I’ve queried this and they’ve given me two options (after a lot of negotiation) -

1. Return all items and purchase elsewhere, 25% fee
2. Exchange for a different colour with them, 15% fee

My query is do I just have to suck it up and pay even for the exchange? Also, we were not advised of the restock fee until after payment had been made. It was printed on the receipt which we were given *after* the payment had been processed.

What are my rights please?

No, they cannot charge a restocking fee.

They can, however, charge for any handling of the goods that would be beyond what you would do in store. E.g. if you have opened them, ripped the packaging etc... then they can deduct a reasonable amount to cover this.

Also, you will need to return them at your own cost.

Or are you stating they have sent the wrong product? e.g. you ordered grey and they have sent brown. If that's the case, then they should pay return shipping and a full refund.

Swimmum19

Thank you for your reply. Not the wrong product - just a very misleading name of colour in the catalogue! So their argument is that we got what we ordered.

On what grounds can I say that we won’t pay the restocking fee?

Fosterdog

Did you buy them in store or at a distance (phone or online)?

If in store you have no right to return them at all so they can add a restocking fee if they want. If at a distance then no they can't charge a restocking fee and unless customised they have to accept the return.

LilElvis

Swimmum19 wrote: »

We recently ordered new bathroom cupboards from a local shop - they did not stock the actual items so were chosen out of a catalogue in store. After delivery we realised the colour was not what we wanted - the colour grey was misleading as the units are actually brown (they look grey in the catalogue and have grey in the name!)

We’ve asked to return these items and exchange for another colour and they’ve said we have to pay a 25% restocking fee. I’ve queried this and they’ve given me two options (after a lot of negotiation) -

1. Return all items and purchase elsewhere, 25% fee
2. Exchange for a different colour with them, 15% fee

My query is do I just have to suck it up and pay even for the exchange? Also, we were not advised of the restock fee until after payment had been made. It was printed on the receipt which we were given *after* the payment had been processed.

What are my rights please?

As this was an in-store purchase you have no rights to return the items and the store can charge you a fee to do so. Ask to see sample swatches before you order replacement items as then you should be able to reject the goods if the colour of finish doesn't match the sample.

shaun_from_Africa

Fosterdog wrote: »

Did you buy them in store or at a distance (phone or online)?

It sounds like an in store purchase:

Swimmum19 wrote: »

they did not stock the actual items so were chosen out of a catalogue in store.