Returning a kitchen - they are saying it’s bespoke

Aylesbury_Duck

horsingaround123 said:

DoaM said:

The other poster was wrong ... if it's a selectable option then it is not bespoke.

Ok. I will give it a go tomorrow with returning. What do I say as a reason, or is none needed? I would change to a much darker graphite colour if they stocked it

You wanted white a few hours ago!  Before you rush into changing it for another colour, get some samples and take time to make a careful choice.

You don't need to give a specific reason, you are permitted to return all non-bespoke items (which is what they seem to be).

JamoLew

horsingaround123 said:

pinkshoes said:

I stand corrected.

Having just looked, it used to be a separate option at the end but now appears to be a tick box.

In which case, legally you can request to return it, and you need to pay return postage.

Why on earth didn’t you request a door sample?!

I often find it’s pointless explaining myself on forums so I will respectfully decline. 

It may be a pertinent question though - at least 2 scenarios which would make a massive difference to any resolution:
1) the company say there are no samples available and "don't worry, if the colours not right, we will swap it free of charge"
2) the company highly recommend you have a sample as the colours may differ/appear different and inform you that a change of mind due to colour may not be possible - you said "nah it's all right thanks, we'll risk it

horsingaround123

Aylesbury_Duck said:

horsingaround123 said:

DoaM said:

The other poster was wrong ... if it's a selectable option then it is not bespoke.

Ok. I will give it a go tomorrow with returning. What do I say as a reason, or is none needed? I would change to a much darker graphite colour if they stocked it

You wanted white a few hours ago!  Before you rush into changing it for another colour, get some samples and take time to make a careful choice.

You don't need to give a specific reason, you are permitted to return all non-bespoke items (which is what they seem to be).

Thanks.
Picking a kitchen colour is hard. I saw a few kitchens on their Instagram and I thought they looked fab..... I do want a dark colour.... this colour is just way too blue. 

horsingaround123

JamoLew said:

horsingaround123 said:

pinkshoes said:

I stand corrected.

Having just looked, it used to be a separate option at the end but now appears to be a tick box.

In which case, legally you can request to return it, and you need to pay return postage.

Why on earth didn’t you request a door sample?!

I often find it’s pointless explaining myself on forums so I will respectfully decline. 

It may be a pertinent question though - at least 2 scenarios which would make a massive difference to any resolution:
1) the company say there are no samples available and "don't worry, if the colours not right, we will swap it free of charge"
2) the company highly recommend you have a sample as the colours may differ/appear different and inform you that a change of mind due to colour may not be possible - you said "nah it's all right thanks, we'll risk it

I was asked to explain why I didn’t request a sample. They do offer samples for a fee.

horsingaround123

horsingaround123 said:

JamoLew said:

horsingaround123 said:

pinkshoes said:

I stand corrected.

Having just looked, it used to be a separate option at the end but now appears to be a tick box.

In which case, legally you can request to return it, and you need to pay return postage.

Why on earth didn’t you request a door sample?!

I often find it’s pointless explaining myself on forums so I will respectfully decline. 

It may be a pertinent question though - at least 2 scenarios which would make a massive difference to any resolution:
1) the company say there are no samples available and "don't worry, if the colours not right, we will swap it free of charge"
2) the company highly recommend you have a sample as the colours may differ/appear different and inform you that a change of mind due to colour may not be possible - you said "nah it's all right thanks, we'll risk it

I was asked to explain why I didn’t request a sample. They do offer samples for a fee.

No they don’t offer them for free. You have to pay but you can get the money back when the kitchen is delivered. 

The thing is.... what’s the point of me explaining why I didn’t request a sample? I didn’t request it and now I’m the one stuck with a kitchen I don’t like lol. 

If you must know why I didn’t ask for a sample - I visited the show room many times over two days. I was 100% sure I wanted a DIY Kitchen, quality is great. It took me ages with the planner to get the right layout (I’m actually a wizz at it now). I was dead set on a gloss white kitchen. Than I had second thoughts about gloss so decided on Matt. I visited all the big chain DIY shops and saw a dark kitchen when I was looking at laminate worktop. I than thought why not a dark colour, be different. I absolutely loved the dark kitchens on their Instagram pages of real customers. I just thought ‘f-it’ and ordered the kitchen. I did actually did dm people on Instagram asking for their thoughts on the colour etc and I did ask DIY Kitchens if it was a very dark grey. They said yes.  

Here are some pictures with an explanation - go on imgur /a/9NWigTr 

Now I’m sure the naive explanation will be meet with “she did the wrong thing, omg so stupid”.... which is why I don’t see the point of telling people. It won’t change the fact that I have a kitchen colour I feel I don’t like. 

If they don’t refund I think some tiles would actually make the units look ok. I guess I can always Spray paint them (agh). 

Aylesbury_Duck

In my experience, every time I've chosen a kitchen or painted a wall in a new colour, it always looks odd until you're used to it.  You've swung a long way from gloss white to very dark matt grey!  Online images aren't always representative, depending greatly on the lighting conditions when the photo was taken, what filters or photoshop effects have been used and then what colour and brightness settings you have on the device you're using to view them!  Just too many variables to get an idea of what it might look like in your actual setting, in your actual lighting, etc.

Would it really be a disaster if you just stuck with what you've chosen to avoid the arguments about returns and the costs involved in doing so?  The way you're talking suggests you still don't know what you really want, so any choice might end up as good or as bad as what you have.

the_lunatic_is_in_my_head

Can a kitchen be returned via normal post and if not do they advise of the cost of return? 

If it can't and they don't they'd be required to pay the return costs.

They also appear to state:

6.1. If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products unless the Products are made to your specification or have been clearly personalised (which shall be dealt with in accordance with clause 6.3). If the Products are not made to your specification or personalised, you will subject to the Products being returned unused, in their original packaging and in the condition they were delivered to you, receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 10 below).

However it's 14 days now so they don't appear to be providing the required information and thus as far as I understand can't make a deduction. 

horsingaround123

Aylesbury_Duck said:

In my experience, every time I've chosen a kitchen or painted a wall in a new colour, it always looks odd until you're used to it.  You've swung a long way from gloss white to very dark matt grey!  Online images aren't always representative, depending greatly on the lighting conditions when the photo was taken, what filters or photoshop effects have been used and then what colour and brightness settings you have on the device you're using to view them!  Just too many variables to get an idea of what it might look like in your actual setting, in your actual lighting, etc.

Would it really be a disaster if you just stuck with what you've chosen to avoid the arguments about returns and the costs involved in doing so?  The way you're talking suggests you still don't know what you really want, so any choice might end up as good or as bad as what you have.

Thanks. I was basing my likeness on Instagram posts from other people. I do know what I want, the darkness I saw on other photos lol. 

It looks awful, it blends with my stainless steel 

horsingaround123

the_lunatic_is_in_my_head said:

Can a kitchen be returned via normal post and if not do they advise of the cost of return? 

If it can't and they don't they'd be required to pay the return costs.

They also appear to state:

6.1. If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products unless the Products are made to your specification or have been clearly personalised (which shall be dealt with in accordance with clause 6.3). If the receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 10 below).

However it's 14 days now so they don't appear to be providing the required information and thus as far as I understand can't make a deduction. 

Hi just so I understand...
if it can’t be returned via normal post they have to pay? Wow ok!

‘Products are not made to your specification or personalised, you will subject to the Products being returned unused, in their original packaging and in the condition they were delivered to you’
Depends what one would consider to my specification? They also paint to your Own specification of colour. I think that would 100% not be ok to return. However my choosing the size and colour from a pre set size? 

horsingaround123

However it's 14 days now so they don't appear to be providing the required information and thus as far as I understand can't make a deduction. 

What do you mean by 14 days?