Online company is refusing to cancel my order for a bike

DE_612183

huskie69 said:

shiraz99 said:

You are correct, selecting optional extras from a drop down list doesn't itself make an item entirely made to your specification or personalised and therefore distance selling rules, under the CCRs, apply. If the seller wont budge, assuming they are a UK seller, then your normal route would be to send a LBA followed by a small claims. The slight complication here is your use of Klarna to pay for the item, and as I don't know much about how this works I'll leave this for others to comment. There may be a chance you can halt payment via Klarna but you'll have to check their T&Cs.

Thanks - my request is now being sent to management for a "second-review" - will see how this turns out!

@h@huskie69 - how did this turn out afterwards?

Jenni_D

Something went wrong with your tagging so they probably won't get a notification

@huskie69

huskie69

Hi all,

Sorry I didn't update the thread.

The company very quickly changed their tune once I suggested they read the distance selling guidance for business, and pointed them to s 28(1)(b) of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)

Full refund issued thanks to the helpful advice from forum members @shiraz99 @Manxman_in_exile and others 

DE_612183

@huskie69 - Great Result!