Returning Personalised Goods

AbbasMum

My son purchased an England football shirt online and had it personalised.
He ordered a red Away shirt but was sent a white Home shirt.
I appreciate the rules regarding not being able to return personalised items, but they haven't personalised what was actually ordered. They have offered me a £10 refund to keep the shirt but he doesn't want it.
Do I have any rights in this instance? As far as I'm concerned, personalised it not, they have made the mistake and sent the wrong shirt!

powerful_Rogue

You are entitled to a full refund if they have sent you the wrong item.

AbbasMum

Thank you. They are arguing that their returns policy states personalised goods can't be returned, which would be fine normally but they haven't sent what was ordered. They've made the mistake, not me.

theonlywayisup

As above, despite it being customised, it was 'not as described'.  Send them an email telling them you will like an exchange and for xyz shirt and will return abc shirt when you receive the prepaid label. 

DoaM

Personalised items are only exempt from the right to cancel (per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) ... you are not exercising that right, you're exercising your right to a remedy in respect of goods which do not conform to contract. A company's T&Cs do not take precedence over statute (law); in fact, attempting to do so can be a criminal offence.

unholyangel

Who did you order from? 

DoaM

unholyangel said:

Who did you order from? 

Quite ... we're assuming it is from a UK seller.

AbbasMum

World Football Shop. They are London based.

LABMAN

AbbasMum said:

World Football Shop. They are London based.

Perhaps not:-
Our Corporate Address:

Unit C, 8/F King Palace Plaza
King Yip Street, 
Kwun Tong, Kowloon, 
Hong Kong

Tel: +852 978 92915
Email: Corporate@worldfootballshop.co.uk

theonlywayisup

AbbasMum said:

World Football Shop. They are London based.

The London address is a virtual address. https://www.mbeireland.ie/londonsoho/mailbox/virtual-mailing-address
Not great spell checking.


A quick google brought up https://www.hotukdeals.com/discussions/world-football-shop-legit-website-3450769 and this https://uk.trustpilot.com/review/worldfootballshop.co.uk - make of the reviews what you will, but they don't date back more than a month, the good reviews are dubious IMHO. 

How much was the item and how did he pay?

DoaM

At the bottom of the home page it says "Operated by ALR Trading Limited", which seems to be: https://beta.companieshouse.gov.uk/company/NI651946. However that company seems to be in the "Manufacture of prepared meals and dishes" business, so a football kit website doesn't fit. So I think it's only there to fool the unwary.

The domain was only registered in December 2019, and only for 1 year ... not the sort of thing you'd expect an established business to do. Also at the end of their T&Cs you find this line:

All of the above is to meet Hong Kong laws and legislation, we hope you enjoy your shopping experience with World Football Shop and come back time and again

Do you still think they're a UK business?