Returns

onismum

Hi 

This is my third attempt at posting this on the right board!

I bought two sofas online. The delivery men  removed the packaging to assemble them and screw on the feet, they took the packaging with them. I immediately decided they were not suitable, very uncomfortable. I emailed the following day saying I wanted to return using the cooling off period rules. Customer service called me back and stated, they “don’t normally do this but they would this time”, and that they would charge me the initial delivery fee (£59, but delivery was free as part of deal at the time), a collection fee of £59 and 20% of total for the packaging. £360 total ! I quoted the consumer contracts legislation but she said she knew nothing about this and would have to speak to head office. What do I have to pay? How do I resolve this? Thanks 

unholyangel

If they advised you that you would be liable for the return postage costs, and advised how much this would be, in a durable medium before you were bound by the contract, you're liable for the return costs.

They can't make any deduction for delivery to you though (unless you paid a premium for express delivery in which case they need to refund the cost of standard delivery only and can keep the excess due for premium) and, while there are circumstances you could be liable for diminished value of the goods caused by handling that goes beyond what it necessary to estsblish the characteristics and functioning of the goods, I don't believe that is likely to ever apply for sofa packaging or where the delivery men remove that packaging (in other words, if anyone's handling caused the diminished value, it was theirs).