Returning a personalised item.

Meggsy6

I ordered a personalised coat from an on line site. They provided a size guide but I also messaged them to check sizing. It has arrived a lot smaller than stated so doesn't fit. Am I entitled to return it?

PHK

If its not as described then you can reject, cancel the order and return (rather than return under any returns policy)

But you'll need to be specific, ie website says it is 36inch bust but its only 28inch. 

born_again

Which website?

Grumpy_chap

Meggsy6 said:

I ordered a personalised coat from an on line site. They provided a size guide but I also messaged them to check sizing. It has arrived a lot smaller than stated so doesn't fit. Am I entitled to return it?

In which way is it personalised

Meggsy6

It was from a small business, personalised with name and a picture. The sizing is a lot smaller than stated.

lisyloo

Businesses don’t usually accept returns of personalised items voluntarily as obviously they cannot resell, however ypu have rights if this is not as described.
how much was the item and how did you pay? Where was it shipped from?
the practicalities are important as sometimes it’s not worth sending low value items back for China - for example

eskbanker

Meggsy6 said:

They provided a size guide but I also messaged them to check sizing. It has arrived a lot smaller than stated so doesn't fit.

PHK said:

But you'll need to be specific, ie website says it is 36inch bust but its only 28inch. 

Meggsy6 said:

The sizing is a lot smaller than stated.

But is it objectively quantifiable as such?  In other words, can you point to one or more specific measurements where they said that it would be x inches or cm and it's actually y?

TELLIT01

If it is demonstrably smaller than stated it can be rejected.  However the OP will need to do the measurements of the item compared to the sizing information provided prior to purchase.  Simply stating it doesn't fit and I'm a size (whatever) won't be enough.  Sizing, particularly for women's clothing does vary and some people are also unrealistic about their own size.  I'm not saying the OP falls into that category.

Meggsy6

The size guide stated chest, sleeve and back measurements. The coat I received measures smaller than those measurements.

Okell

If the measurements are wrong then the coat is "not as described" and it does not "conform" to contract, so you can reject it under the Consumer Rights Act.  It's not a cancellation or a "returns" question - it's a fauty goods question.

If you are within 30 days of receiving it you can exercise your short-term right to reject it outright for a full refund.  Or you might want to ask them to replace it with one of the right size.  In either case it will cost you nothing.

If after 30 days and up to 6 months you are not immediately entitled to a refund and the seller is entitled to have one (and only one) opportunity to replace the coat with one of the right size.  If they fail to do so you are entitled to a full refund - the seller can't have another attempt - unless you let them.

In either case the seller should pay the cost of return and you shouldn't have to pay any more.

If the seller tries to tell you it can't be returned because it's been "personalised" tell them that that is irrelevant as you are not simply exercising your right to cancel and return the coat, you are returning it because it is not as described and therefore the seller is in breach of contract under the Consumer Rights Acto 2015.

Jenni_D

The above is correct, BUT ...the OP needs to confirm that the seller is a UK company, registered in the UK, otherwise UK consumer rights may be simply hot air and the company may not give a flying fig. ( @lisyloo touched on this earlier )