Returning a kitchen - they are saying it’s bespoke

horsingaround123

Hello,
I have purchased a kitchen and the colour is widely different than what I expected. Obviously I should have got a £5 sample door. 

Anyway they won’t refund most of the kitchen because it’s considered bespoke - choose the colour and size (from a list they have).

Has anyone had any success returning the kitchen to DIY Kitchens? I would swap it to a white one if I could. 

Obviously my fault but when the colour on the website makes it look a lot darker then it is....

Aylesbury_Duck

Selecting from pre-set options does not make it bespoke, just as selecting a medium sized sweater from a range of sizes doesn't make that bespoke so they can't use that as a reason not to accept a return. 

Once that hurdle is cleared, you need to look at your contract. How did you order, online or in store? How long ago was the kitchen delivered?  Have you unpacked and assembled any of it?  How did you pay?  What's the total value? All these things will help people advise the available options and best course of action.

horsingaround123

Thanks. 

Automatically the computer won’t let me Return half the stuff as it’s considered bespoke.

How did you order, online or in store?  Online.
How long ago was the kitchen delivered? Yesterday
 Have you unpacked and assembled any of it?  Just one item for visual representation.
How did you pay?  Card
What's the total value? £4k

They will claim the pictures used on the website are for illustration. 

pinkshoes

They only have one store/showroom up in Yorkshire somewhere, so I'm assuming you ordered via the website given you hadn't seen the colour.

I returned a couple of units to them as I ordered the wrong size. No problems returning it, but because they are sent assembled, you need to pay the return cost to send it back which wasn't cheap.

The bespoke bit will depend on whether you asked for any additional features to be fitted. Our kitchen was mostly chosen from the drop down menus (so NOT bespoke) but... we then ticked the box asking them to fit soft close hinges which would then make it bespoke as these are only fitted if requested. There are a couple of other options like this.

Did you request anything additional to be fitted to the units other than the things in the drop down menu?

DoaM

horsingaround123 said:

How did you pay?  Card

More specifically? (Debit? Credit?)

horsingaround123

Yes soft closers 

horsingaround123

They wouldn’t let me return a top
box though 

horsingaround123

DoaM said:

horsingaround123 said:

How did you pay?  Card

More specifically? (Debit? Credit?)

Debit card, it’s not covered by a credit card. 

pinkshoes

horsingaround123 said:

Yes soft closers 

Ok, so if you specified soft closers on the doors, this is something that is bespoke from DIY kitchens and NOT from the dropdown menu as it is one of their bespoke after order things. In which case, anything with the soft close hinges cannot be returned.

horsingaround123 said:

They wouldn’t let me return a top
box though 

Not sure what a top box is. But if it is just something from the drop down menus then you can return it at your own expense. 

horsingaround123

Ok but I don’t understand why it’s bespoke to have a soft closer. It’s one of the options. 

Having your own special colour is bespoke....

DoaM

horsingaround123 said:

Ok but I don’t understand why it’s bespoke to have a soft closer. It’s one of the options. 

So why did you say:

horsingaround123 said:

Yes soft closers 

In response to:

pinkshoes said:

Did you request anything additional to be fitted to the units other than the things in the drop down menu?

If soft closers were a selectable item?