Radiatorworld.co.uk 100% Money Back Guarantee - £42 Carriage!!!!

doningtonphil

Hello
We bought an electric radiator fro radiatorworld.co.uk.  It turns out it is too wide so i thought no worries, they offer a 100% money back guarantee:

So I called them, they advised take pictures to prove in good condition.  Thye then send them to the manufacturer who then authorise the return.  The manufacturer will deduct thier £42.00 collection charge from the refund amount!!!!

How is this a 100% money bak guarantee?  There is no mention at all about carraige charges in their returns policy.  Can they charge this?

Here is their returns policy:

It is high importance to us that you are more than happy with your purchase and the service that you receive from Radiator World. Therefore, to give you added peace of mind when making your purchase, in addition to our 100% Money Back Guarantee and outstanding product guarantees, all of our products are covered by our returns policy (except for bespoke made products). If you wish to return an item (for reasons other than damage or faults), you may do so provided that it is returned in the original packaging and has not been fitted or used in any way. Please contact us prior to returning any items so we can confirm the address to return your item(s) to. You have 14 days from the point of delivery to notify us you wish to return an item. All returned items must be in new condition in the original packaging. Once an item is returned, a refund will be swiftly issued and by no later than 14 days.

Alderbank

If that's what their guarantee says then it is what it is. Presumably the guarantee doesn't say 'free carriage' or something similar?

It's no different to those newspaper offers which say 'Free packet of seeds! All you pay is £20 p&p!'

Alternatively you can return the radiator under their returns policy which is slightly different, for example you are free to choose your own courier or even just take it back yourself if you are near enough.

Thirdly you can cancel your contract with Radiatorworld. Unlike the guarantee this is a statutory right. If they have given you the correct information about your right to cancel, your statutory right is almost the same as their returns policy