Faulty Shower Enclosure - Am i entitled to a refund and for the Company to Collect?

saintscouple

Can anyone clarify here my rights please?
I purchased a shower enclosure direct from the manufacturer. Delivery was later than stated and got no reply from emails chasing, and they never answered the phone. Anyhow shower enclosure turned up yesterday.. in 3 seperate boxes so all good.
 Today I opened 2 boxes (1 with 1 x side of enclosure, and 1 x with fittings)
Became apparent that side screen was faulty (glass not aligned in the seal correctly meaning screw holes not aligned, also scratched).
Tried all day to get through on phones but no answer, so sent an email stating item is faulty, attaching photos of the fault, and requesting they collect it and refund me. Don't want replacement part as loss confidence in their service.
Both boxes have been repacked. 
Paid via paypal. 
Question is - 

1. Am I entitled to a refund and not a replacement. Order was 7th Oct - delivered 15th Oct.
   
2. Is it reasonable to ask for them to collect it? 2 x of these boxes are very heavy and a large size, so would cost a lot for me to return it. 
   

Thank you 

Diamandis

Yes, you are entitled to a refund and they should cover the costs of returning a faulty product. 

saintscouple

Diamandis said:

Yes, you are entitled to a refund and they should cover the costs of returning a faulty product. 

Thank you, that's eased my mind. 

theonlywayisup

It may ease your mind but you will have to get them physically to collect and refund.  Paypal isn't the best at helping you as they will require you to send it back via an online trackable method - expensive - so don't open or threaten a Paypal case if you can help it as it really is a last resort.  

Are the company on social media?

saintscouple

theonlywayisup said:

It may ease your mind but you will have to get them physically to collect and refund.  Paypal isn't the best at helping you as they will require you to send it back via an online trackable method - expensive - so don't open or threaten a Paypal case if you can help it as it really is a last resort.  

Are the company on social media?

Thank you so much, this is very helpful. I was unaware Paypal would require me to return the goods via a trackable method at my own expense. Something that would outweigh the cost of the item i imagine being i paid £120. 
So i will have to tread carefully and see how i go direct with them. 
I have found them on Facebook and messaged them, but they auto reply giving the email address that no-one replies to.
Elegant Showers is the company, and claim to be one of the biggest bathroom online retailer based in the heart of West Midlands.
https://www.elegantshowers.co.uk/
I'll continue trying the phones on Monday. 

theonlywayisup

Trustpilot doesn't show them in a good light.
https://uk.trustpilot.com/review/www.elegantshowers.co.uk

saintscouple

theonlywayisup said:

Trustpilot doesn't show them in a good light.
https://uk.trustpilot.com/review/www.elegantshowers.co.uk

Yikes! Wish i had read that sooner, and i can relate to some reviews already. 
When on the phone they have a message saying if you purchased through Amazon, and 3rd party retailers then you can only communicate in writing!
I purchased this shower enclosure due to the reviews it have on amazon. 
https://www.amazon.co.uk/gp/product/B07GST8T4V/ref=ox_sc_saved_title_2
And found it listed £45 cheaper on their own website, so purchased it direct based on the Amazon reviews.