Returning a Bulky item, Disabled with no printer?

Hi
Does anyone know what rights I have as a consumer when I have received a faulty bulky item.... Christmas tree, which arrived without a return label.  It's bulky and I'm disabled so there is no way I can take it to a post office or parcel shop.  I also do not have access to a printer so cannot print a label.  I have requested that they arrange a courier and send me a label in the post but they state they cannot do this.... It's a stalemate at the mo.

This is Studio.co.uk, I had a previous problem with a wrong item they sent me, to return this they did offer to arrange a courier to pick it up and said they would send a label.  So I am really confused?
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  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,796
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    edited 3 January at 1:11PM
    KPeters said:
    Hi
    Does anyone know what rights I have as a consumer when I have received a faulty bulky item.... Christmas tree, which arrived without a return label.  It's bulky and I'm disabled so there is no way I can take it to a post office or parcel shop.  I also do not have access to a printer so cannot print a label.  I have requested that they arrange a courier and send me a label in the post but they state they cannot do this.... It's a stalemate at the mo.

    This is Studio.co.uk, I had a previous problem with a wrong item they sent me, to return this they did offer to arrange a courier to pick it up and said they would send a label.  So I am really confused?
    Have you been able to talk to a real person, or just a chatbot or similar?  You're being unfairly disadvantaged and they ought to make a straightforward arrangement as you've suggested.

    If you can't get them to see sense, speak to your card provider to see if they'll help.

    Edited to add:  Just recalled from a previous thread that this outfit is part of the Sports Direct empire....good luck with that.
  • lisyloo
    lisyloo Posts: 29,537
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    KPeters said:
    Hi
    Does anyone know what rights I have as a consumer when I have received a faulty bulky item.... Christmas tree, which arrived without a return label.  It's bulky and I'm disabled so there is no way I can take it to a post office or parcel shop.  I also do not have access to a printer so cannot print a label.  I have requested that they arrange a courier and send me a label in the post but they state they cannot do this.... It's a stalemate at the mo.

    This is Studio.co.uk, I had a previous problem with a wrong item they sent me, to return this they did offer to arrange a courier to pick it up and said they would send a label.  So I am really confused?
    Royal Mail and evri do collections (not sure about bulky items but take a look).
    how did you pay - PayPal, credit, debit card etc.
    if credit or debit card, which one please - visa, Mastercard or Amex, 
  • KPeters
    KPeters Posts: 8
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    It's paid for on a credit account....like a catalogue so there is no card provider.  
  • Alderbank
    Alderbank Posts: 2,696
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    If it's a credit account then the lender is Studio Pay.

    Studio Pay is provided by Frasers Group Financial Services Limited (Registered Company no. ‍00718151), which is authorised and regulated by the Financial Conduct Authority (FRN 311908) for consumer credit and general insurance and a member of the Finance and Leasing Association.

    Their registered office is: Church Bridge House, Henry Street, Accrington, BB5 4EE. 

  • km1500
    km1500 Posts: 2,120
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    do you know what their terms and conditions say about returns because these form part of the contract when you bought the item

    if their terms are conditions say you have to print a label and take it yourself to wherever then that is what you agreed to when you purchased it

    however the terms conditions may say something different
  • Alderbank
    Alderbank Posts: 2,696
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    An interesting and useful post from @km1500.

    In general, the seller's T&Cs cannot take away from your statutory consumer rights.

    Assuming you have had the faulty tree from more than a month, the regulations say that the consumer (you) has a duty to make the goods available for collection by the trader and regardless of whether the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them.

    However the regs also say that if there is an agreement for the consumer to return rejected goods then you must return them as agreed.

    So if you agreed to a contract term which says you must stand on your head in the Post Office when returning goods, then that is what you have to do.

    What are the T&Cs you agreed to?

    Did you tell them about your disability before making the agreement? If so it is possible that you might have a claim under the Equality Act.

    I don't think they will actually want a faulty Christmas tree back. Indeed they probably have some left unsold which they want rid of. I suspect they might say, 'Keep the faulty tree. A brand new replacement is on its way.' Perfectly legal.

    I think the whole idea of buying Christmas decorations then sending them back for a refund in January is interesting.


  • SiliconChip
    SiliconChip Posts: 1,279
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    Isn't the easiest thing for you to ask a friend to print the label (or possibly go to a library to do it yourself if you're able to) then arrange the collection?
  • lisyloo
    lisyloo Posts: 29,537
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    I believe royal don’t require you to have a label so look up their collections
  • IrishRose12
    IrishRose12 Posts: 1,724
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    I'm currently dealing with studio.co.uk atm on a different issue regarding returning faulty goods.

    There is a phone number you can contact them on regarding returning faulty goods and collection for bulky items.  They only problem with that is you need to actually get through to them in the 1st place.  The phone number is on the website under the retuns section.

    Also it doesn't matter whether you're disabled or not, its the same process for everyone. 
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  • sheramber
    sheramber Posts: 18,637
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    lisyloo said:
    I believe royal don’t require you to have a label so look up their collections
    Except you have to pay for the postage and try to get it back , whereas a return label fro Studio will be post paid.
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