Any advice online order cancellation

jellybeantinker1

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davidmcn

The relevant statutory rights just refer to "days", it's the trader's problem if they're not open for business in order to deal with your request - you don't need to get a response from them within the relevant time.

Though you might want to clarify what you're seeking here - is it a "change of mind" refund or one based on the fact the items are damaged/not as described? (the latter is a better one to pursue if it's true)

jellybeantinker1

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eddddy

jellybeantinker1 wrote: »

If a business is closed, and you are not able to get hold of them by telephone, or receive any response to a message by email (from the date of 21/12-29/12)...

Do they sell to consumers? A business that closes for that long over Christmas sounds like it might be a 'Trade only' website.

Have you checked their T&Cs? By ordering, have you agreed that you're making a trade purchase?

If it's a trade purchase, you won't have any statutory consumer rights.

jellybeantinker1 wrote: »

....they cannot expect customers to be checking on those days

You need to be careful about making-up your own rules (for example "they cannot count Christmas day and Boxing day").

It's what the contract says, or what the legislation says, that's important - not what you 'expect'.

jellybeantinker1 wrote: »

..but it is the fact that there is no-one to call for nearly a week.

How does the contract say you should report faults etc? Sending an email would probably be considered a reasonable way of reporting faults.

davidmcn

jellybeantinker1 wrote: »

I had 10 days to check from delivery

There's no statutory time limit, that's just something the retailer has made up.

but requested an extension to 14 days due to xmas day/boxing day and they cannot expect customers to be checking on those days

I don't see why they can't really (or why it should take so long to check for damage), but like I said there's no statutory time limit anyway.

born_again

Who is this kitchen company?
Website link?

jellybeantinker1

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jellybeantinker1

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ToxicWomble

Can’t expect customers to check the goods because it’s xmas and then you complain there is no one to contact because it’s xmas.
Sounds like you want your cake and to eat it

eddddy

jellybeantinker1 wrote: »

I expect to receive goods that are not damaged, or inferior quality to those I expected to receive, as stated in the description and all their jargon

It would be better to express your complaint in terms of your contractual rights and/or statutory rights.

Assuming the company sold to you as a consumer (and not as a trader/business), you will be protected by the Consumer Rights Act 2015.

That means the products must be:

• Satisfactory quality
• Fit for purpose
• As described

So you can base your complaint on one or more of those reasons.

jellybeantinker1 wrote: »

Also no-one can, or should be expected to properly, and I mean properly, inspect a kitchen within 72 hours as some kitchen companies say.

In general, if you don't like a supplier's t&cs you should just avoid buying from them. (If everyone does that, then they'll go out of business.)

In your case, it sounds like the supplier's t&cs were trying to deny you your statutory rights.

Perhaps you should have seen that as a big red flag, and avoided ordering from them.

Companies that try to deny their customers their statutory rights tend to be bad companies to deal with.

pinkshoes

ToxicWomble wrote: »

Can’t expect customers to check the goods because it’s xmas and then you complain there is no one to contact because it’s xmas.
Sounds like you want your cake and to eat it

I disagree.

The OP has inspected the goods just within the time, and now wants to reject them, but is quite rightfully worried that the rejection will not be seen until after the company opens up again.

OP, just email them rejecting the goods as not fit for purpose. The date of the email is evidence that you rejected them within the time limit. It is not your fault if they don’t receive it until the new year.