Blinds Direct faulty and refund refusal

fiddle290

Hello, I ordered a made to measure wooden blind that arrived poorly made. I had to send photos to show all the problems, which there were many. A replacement was sent, however, the courier left it outside when it was pouring rain so packaging disintegrated and cream ribbon got dirty.  I called and spoke to the rudest lady who told me nothing to do with them.  I argued it was and requested a refund and told them to pick up blinds. More pictures sent and emails saying it wasn’t their policy to give refunds and they’d do another blind.  I refused blind as having 2 taking up space and I can’t dispose of them was quite enough.  I know ordering items online I’m entitled to a refund but they are saying I’m not as it was made to measure.  I do not want a third blind, I have 2 that need to be gotten rid of and cannot. Any advice on what I’m entitled to and get from them would be greatly received.  They are now ignoring any contact from me.

Ergates

You have no automatic right to cancel (i.e. return) goods that are bespoke or customised - so made to measure blinds would fall into that category.  However, this is only in the case the good are no longer wanted - in this case the goods are faulty (damaged).

As the good are faulty, if you have owned them less than 30 days then the seller must offer you a refund if you want one.  If you have owned them more then 30 days but less than 6 months, then you must allow them 1 attempt to repair or replace the goods (which they've had) after which they must offer a refund if you want one.   So, either way, they have to refund you if you ask them.

It is their responsibility to collect the goods, or at least to pay for you to return them.  I suppose they could just gift you the items (i.e. refund you but "let" you keep the blinds) - making it your problem to dispose of them.  I don't know if they're allowed to do that, but it might be hard to stop them.