Victorian Plumbing - refusing to collect items incorrectly described and pictured

rippedoff2025

Hi all, 

I'm looking for help with where to go with this. 

I ordered a vanity unit with sink and a toilet with unit from Victorian Plumbing for 429.99.

The units I have received are grey, although the images on the website are black and they are described as matt black. The item can be found on their website named Cove 550mm Matt Black Vanity & WC Toilet Unit Set with Concealed Cistern & Soft Close Seat - unable to post the link as I'm new to this forum. 

Images of the received units can be found below. 

As the units are grey and described as 'soft black' on the packaging rather than matt black I contacted Victorian Plumbing by email 11 days ago to ask if an incorrect item had been sent as the units were grey. Victorian Plumbing asked for images which I sent but then my emails were ignored. I have spoken to someone via their live chat that has informed me the images are for illustrative purposes only, the units are matt black, not grey and if I want a refund I need to pay for them to be returned as they are an 'unwanted' item and the items sent to me match the codes of the items I ordered. I explained had the units been black as described and pictured on their website that they would not be unwanted. 

As the items are large and heavy it is not going to cheap to foot the bill of returning these. 

Do has anyone have any advice please or where I go from here? 

Many thanks. 

Clive_Woody

I appreciate their website says that images are for illustrative purposes only, but those units are clearly grey and their website pics show black units. 

I'd start with their complains process

https://www.victorianplumbing.co.uk/cove-matt-black-550mm-vanity-unit-with-toilet-package

the_lunatic_is_in_my_head

rippedoff2025 said:

their live chat that has informed me the images are for illustrative purposes only, the units are matt black, not grey and if I want a refund I need to pay for them to be returned as they are an 'unwanted' item 

Tell them this is nonsense and as per Section 11 of the CRA the goods do not meet the description 

https://www.legislation.gov.uk/ukpga/2015/15/section/11

And as such you are exercising the short term right to reject the goods. 

Their terms say they will either collect or ask you to send them back, regs say

(7)From the time when the right is exercised—

(a)the trader has a duty to give the consumer a refund, subject to subsection (18), and

(b)the consumer has a duty to make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed.

Doesn't sound like an agreement to return them is in place so don't agree to doing it!

(15)A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

The above is matter of fact, the units are described as black and are not black, they need to refund you within 14 days of you clearly stating you are rejecting the goods.

If no joy with CS send them a letter before action. 

If you have time report them to CAB for for breaching the DMCC and misleading you about your consumer rights. 

Alderbank

Colours are tricky things on different uncalibrated screens.

On my laptop the image on Victorian Plumbing's website (below) looks the same dark grey colour as the OP's pictures.

eskbanker

Perhaps a bit off-topic but that put me in mind of the famous optical illusion where A and B are the same shade:

ThumbRemote

If they argue about colours, point out that they packaging also says 'satin' which is clearly not 'matt'. 

Aylesbury_Duck

eskbanker said:

Perhaps a bit off-topic but that put me in mind of the famous optical illusion where A and B are the same shade:

I've seen the Rubik cube variant of this, but this one is even more impressive.