Packaging

savvyblanc

Hi
Hi, I have purchased a gift for Xmas sadly not only is the outer packaging damaged but the actual box that contains the gift is badly damaged. Certainly not suitable to wrap up as a gift. Contacted Flannels Originally I asked them just to send me another box, then I asked to replace it and finally to return it. They refused all requests, I even paid for delivery! Are they within their rights to do this? 

eskbanker

Unless the product is bespoke (or one or two other scenarios), you have the unilateral right to cancel the contract within 14 days, without having to give any reason, and to receive a full refund when doing so, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

https://www.legislation.gov.uk/uksi/2013/3134/contents

The return period is extended by a year if they don't adequately explain your rights.

the_lunatic_is_in_my_head

Satisfactory quality includes freedom from minor defects. 

I’m not sure what you are referring to OP as you mention outer packaging and the actual box? 

Is this like a gift box of perfume and the manufacturer packaging is damaged or? 

Do you care about the outer packaging? 

Few more details might help 🙂

savvyblanc

I purchased underwear that comes in a box ( which shows product/ size etc). My issue is that this piece of underwear cost me £50 + packaging. If I take it out the original box it totally devalues the gift, if I leave it in the box it looks as if I have bought a discounted item, I really am dissatisfied with their “oh well” attitude. If it’s been damaged through transit, surely they should be contacting them ? 

Nearlyold

Was the box described as a 'Presentation Box" or is the purpose of the Box simply to protect the contents therein? Either way you can return the goods for a refund within 14 days if it was a distance sale.

sheramber

Don't expect anything fast. You are dealing with part of the Fraser's empire.

savvyblanc

It’s just a”bodysuit”box, but a trending brand (Skims) for my Granddaughter. I appreciate that maybe they have a policy on underwear . To be honest I would be happy for them just to send me another box but they are refusing to do that! 

Ergates

savvyblanc said:

It’s just a”bodysuit”box, but a trending brand (Skims) for my Granddaughter. I appreciate that maybe they have a policy on underwear . To be honest I would be happy for them just to send me another box but they are refusing to do that! 

anything that cannot be returned for hygiene reasons (e.g. underwear) should come in a sealed package

If such a seal is in place and intact then you should be able to return the item.
If no such seal exists, then they can't really claim the goods were unsealed.
If such a seal is in place but was broken on delivery then that, in itself, would be a reason to reject the item.
If such a seal was in place but you unsealed it yourself then... that was a mistake.

savvyblanc

Item is not sealed in the box

the_lunatic_is_in_my_head

Looks like they posted it in a grey mailing bag OP? 

If so even if they sent another likelihood is similar condition.

Above is correct that you can change your mind and send it back. 

Condition of packaging is tricky, I guess if I were buying a branded toy like Lego and the box was all battered I wouldn’t be happy about that so I think you are justified in not being happy, problem is, again as above, Fraser Group so not famed for customer service. 

Is there a pragmatic option of wrap it up nicely in some fancy tissue paper or such to be presentable as a gift? 

sheramber

They would have to take a bodysuit out of a box to send you the box and then they would have one with no box.

They will not have spare boxes. The suits will be delivered to their warehouse already boxed.