Ring sizing - Return

springmagpie

I bought 2 rings online, had my finger measured by a jeweller who confirm size, which is the size my current rings are.

The online shop uses different sizes so used their convertor to order the equivalent size, the rings have arrived are are beautiful but they are slightly too big, and the one with the large stone is bigger than the other one.

I have contacted the online store and explained, their reply was "I'm not sure what to suggest as they would be the size on the site. What did you use to measure?"
I replied but they are now "ghosting" me. They weren't cheap. Their site says returns only for faulty items. However I can't really wear them as it is likely they will fall off. 

What are my rights here? 

Ideally I want to exchange them for a smaller size. 

Sandtree

Assuming they are a UK retailer you can return them under your rights of the Consumer Contracts Regulations which gives you 14 days to cancel off premises purchases from the date of receipt (or later if they fail to fulfil their obligations under the act).

Manxman_in_exile

Presumably the rings are a standard style or design available from their website, and they aren't a design of your own that they have specifically manufactured for you?

How did you express what size you wanted?  You say that the seller has a non-conventional ring sizing system and they have to do a conversion.  Did you simply select a conventional size (eg "P") from a drop down box and they did the rest?

Basically the law is as @Sandtree says and for online purchases you have 14 days from receipt* to cancel the contract and return for a full refund.

But one of the exceptions to this law is where goods have been personalised or have been made according to your specifications.  I suspect that your online jeweller will argue that this is the case here, and that you can't return the rings for a refund. 

However, so long as you have chosen a design or style available from their website and so long as you expressed a conventional ring size from eg a drop down box then you should be able to return them.  (You need to tell them clearly within 14 days of receipt* that you are executing your statutory right to return an online purchase for a full refund as provided for under s29 of this Act:  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk).  Point out to them that that is the law, and their website saying only faulty items can be returned is simply wrong if the goods aren't personalised or made to the buyer's specifications.)


*And if they didn't provide you with information about your right to cancel as provided for in the quoted statute, the cancellaion period is extended from 14 days to up to a year

springmagpie

So, I was impatient! 

They weren't custom designs, but they make to order. There is the size comparison chart on their website. 

The company messaged me. Their customer service was excellent, they gave me a few options, an exchange, the costs of re-sizing refunded, I actually asked if I could have the 2nd option but use it against another ring, this should push the rings up my finger and make them fit better.