Returned Item Arrived Damaged

GlassPanda

Hi all

I recently bought, and subsequently returned, a vanity unit and sink to an online plumbing company. 

I've today received am email stating that the item was damaged when it arrived back with them (including photos) and I'm not getting my refund. This is obviously disappointing and I'm not sure what to do. The item was over £100 and I paid through PayPal and returned it via Hermes (who I subsequently found out don't cover furniture on their compensation and I think this would fall into that category although still waiting on confirmation). 

Any suggestions? I'm thinking:
1. I just chalk it up to bad luck.
2. How do I know that the item wasn't damaged at their warehouse?
3. Do I dispute this through PayPal? 
4. I didn't really inspect the item on arrival so there's no guarantee it wasn't delivered to me damaged but I've no way to prove either way. 

I've already raised with Hermes but I've never encountered this situation before and not sure what my rights are. Any help would be much appreciated as I'd rather not just flush £100+ down the drain (sink pun).

Cheers
GlassPanda

Jenni_D

What was the reason for returning? Change of mind or because the unit was faulty?

Who arranged and paid for Hermes?

GlassPanda

Hi Jenni.

I changed my mind about it. It was bought for a cloakroom revamp that was put on hold. I paid for hermes and arranged for the return.

One thing to add is, if they are withholding the refund, what would I need to do to get it back? They say they'll hold it for 4 weeks before it is destroyed but I feel like it's still mine if they aren't refunding it. 

Thanks for any help. 

MattMattMattUK

GlassPanda said:

I changed my mind about it. It was bought for a cloakroom revamp that was put on hold. I paid for hermes and arranged for the return.

The it is down to you to deal with Hermes unfortunately as the damage was caused by them.

GlassPanda said:

One thing to add is, if they are withholding the refund, what would I need to do to get it back? They say they'll hold it for 4 weeks before it is destroyed but I feel like it's still mine if they aren't refunding it. 

You will need to ask them, but probably arrange for a collection, or collect it yourself, they are unlikely to send it to you at their own cost.  

GlassPanda

The it is down to you to deal with Hermes unfortunately as the damage was caused by them. 

Do I just accept that Hermes are responsible for the damage? I'm not denying that they may be responsible but at the same time it could easily have been knocked over/damaged once in their warehouse. I have no evidence of who would have actually damaged it.

Appreciate the response though and it was along the lines of what I initially thought but I'm not quite sure if it is as simple as it first seems (or maybe it is and I'm just annoyed). 

powerful_Rogue

GlassPanda said:

The it is down to you to deal with Hermes unfortunately as the damage was caused by them. 

Do I just accept that Hermes are responsible for the damage? I'm not denying that they may be responsible but at the same time it could easily have been knocked over/damaged once in their warehouse. I have no evidence of who would have actually damaged it.

Appreciate the response though and it was along the lines of what I initially thought but I'm not quite sure if it is as simple as it first seems (or maybe it is and I'm just annoyed). 

Unless you have proof if was damaged after Hermes delivered the item, then there is no point going along that route.

As for getting the item back, they would be within their rights to say you need to come and collect the item within a reasonable time.  Would be dangerous and against delivery t&c's to send such an item. Would you really want it back to only have to take it to the tip? Or is this just a case of being awkard.

GlassPanda

Would you really want it back to only have to take it to the tip? Or is this just a case of being awkard.

No certainly not being a case of being awkward. The damage is to an internal shelf that is easily repaired/replaced and if it is going to cost me £100 then I'd like to have the option of reusing it when we do eventually do the work. If not then I'd look to sell it on. Any option is better than them chucking it and seeing the money just evaporate. Guess I'll just have to pick it up with them and see what they say.

All just a bit disappointing and looks like there's not much I can do if Hermes can't compensate. 

mattyprice4004

Unfortunately if damaged in transit there's not much the retailer will do - and they won't return it at zero cost either. 
The best thing to do is probably have it collected and brought back, and then as you say you can repair it etc.