Cancellation rights on a bespoke purchase

pepper89

My elderly parents were contacted by a glazing company and invited them to visit where the took out a contract for some windows.
When I found out I discovered the company had many bad reviews so wrote to them to cancel, within the statutory 14 cancellation period, and get their £1,300 deposit back. However, they have said that they only offer a 7 day cooling off period, which had lapsed, and as the windows had been made (highly unlikely) we would have to pay 60% of the total cost to cancel. I am pulling my hair out! What rights do they have?!
Any help gratefully received.

mjm3346

https://www.which.co.uk/reviews/double-glazing/article/how-to-buy-double-glazing/your-rights-when-buying-double-glazing-aUxuM9I16y8x

MalMonroe

It's 14 days, not 7, they can't change the law to suit themselves. See this from Citizens Advice (also a letter template) 

https://www.citizensadvice.org.uk/consumer/template-letters/letters/cancelling-goods-or-services/letter-to-cancel-goods-or-services-bought-at-home-or-in-a-public-place/

You may have to contact Citizens Advice to have a word about what to do about this unscrupulous company as it seems that they are operating a scam. But they should be able to advise you what to do. 

Your parents have rights under the Consumer Rights Act 2015, which you may like to tell that company. 

Some government advice, which also says to contact Citizens Advice but which gives a phone number. 

https://www.gov.uk/government/publications/consumer-rights-act-2015/consumer-rights-act-2015

elsien

MalMonroe said:

It's 14 days, not 7, they can't change the law to suit themselves. See this from Citizens Advice (also a letter template) 

https://www.citizensadvice.org.uk/consumer/template-letters/letters/cancelling-goods-or-services/letter-to-cancel-goods-or-services-bought-at-home-or-in-a-public-place/

You may have to contact Citizens Advice to have a word about what to do about this unscrupulous company as it seems that they are operating a scam. But they should be able to advise you what to do. 

Your parents have rights under the Consumer Rights Act 2015, which you may like to tell that company. 

Some government advice, which also says to contact Citizens Advice but which gives a phone number. 

https://www.gov.uk/government/publications/consumer-rights-act-2015/consumer-rights-act-2015

That’s not entirely accurate. It depends whether the windows are a standard size or not, as a starting point.
OP may find this more helpful.

https://www.which.co.uk/reviews/double-glazing/article/how-to-buy-double-glazing/your-rights-when-buying-double-glazing-aUxuM9I16y8x

pinkshoes

elsien said:

That’s not entirely accurate. It depends whether the windows are a standard size or not, as a starting point.
OP may find this more helpful.

https://www.which.co.uk/reviews/double-glazing/article/how-to-buy-double-glazing/your-rights-when-buying-double-glazing-aUxuM9I16y8x

Even if they are a non standard size, I'm assuming it has just been a salesperson who visited and not someone who came to measure up with exact sizes?

Diamandis

pinkshoes said:

elsien said:

That’s not entirely accurate. It depends whether the windows are a standard size or not, as a starting point.
OP may find this more helpful.

https://www.which.co.uk/reviews/double-glazing/article/how-to-buy-double-glazing/your-rights-when-buying-double-glazing-aUxuM9I16y8x

Even if they are a non standard size, I'm assuming it has just been a salesperson who visited and not someone who came to measure up with exact sizes?

If they have been given a price and the company are claiming the windows have started being made I'd very much hope the salesman measured the size. 😂

I'd imagine they're probably being made to exact sizes so you wont be able to cancel at this point.

the_lunatic_is_in_my_head

If memory serves me correctly Unholyangel has said in the past that for the limits to apply they have to be communicated to the consumer as part of the required information. 

OP does the durable information provided state you don't have the right to cancel the contract for items made to your specification? 

sheramber

Did they sign anything that said they agreed to the company starting the process before the end of 14 days?

Jenni_D

sheramber said:

Did they sign anything that said they agreed to the company starting the process before the end of 14 days?

That's the crux of it ... even if they are bespoke sizes the consumer must instruct the company to proceed before the 14 days cooling off period expires. Does the contract signed by the OP's parents include such a clause, and was this clause specifically brought to their attention? (It can't simply be hidden away in the small print).