They won't cancel my order

KaratePigeon

I ordered some wall lights from Tradesuperstoreonline (wish I'd checked the reviews first as now I have they look awful, with so many people having issues!)

I know this bit is my fault, but I somehow didn't see the shipping (£19.99) and taxes (£19.71) that were added on - I suspect they weren't very visible but admittedly I didn't look for this. This made my £78 order come to an unexpected £118. As soon as I paid and saw the confirmation I immediately emailed customer services and asked them to cancel. It was a Sunday, they weren't open, so I thought they'd see it first thing. No response by Monday afternoon so I contacted them again - they said they don't allow cancellations as orders are processed immediately.

Their return policy says that it's at their discretion, subject to an administrative fee, restocking fee, as well as return postage etc. It also has a very long list of items they won't accept returns for, including 'electrical items due to health and safety'. Is there anyway I can get my money back on this? I don't think the order has been dispatched yet. I did pay on credit card.

eskbanker

Ignore their returns policy and instead exercise your statutory right to cancel the order for a full refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

It has some exemptions but nothing jumps out as relevant to your order:

https://www.legislation.gov.uk/uksi/2013/3134/regulation/28

KaratePigeon

Thanks, I looked at the Which website and it sounded like I had the right to cancel. I've emailed back and quoted the Consumer Contracts Regulations - not sure what to do if they still won't.

flaneurs_lobster

Was going to have a look at their website but Norton says it is well hooky.

Tells me what I need to know.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81878550#Comment_81878550

You'd have various options, including chargeback via your card provider, or ultimately small claims, but post back for further guidance if you need it, once they've responded.

Just to check, you were buying as a consumer, not in relation to a business?

KaratePigeon

Thanks, their last email said 'this decision is final and cannot be overridden' and 'as this matter has now been fully reviewed, we're unable to assist further' so I'm not very hopeful that quoting some regulations at them will help but worth a try.

They are just for my home, not a business.

eskbanker

Note that their own Ts & Cs include:

For consumer purchases of standard stock items, statutory rights remain unaffected under the 

Consumer Contracts Regulations 2013, which allow a return within 14 days of delivery for eligible goods.

Grumpy_chap

As @eskbanker said.

From a practical perspective, some organisations are unable to cancel an order in progress and it has to be delivered before the 14-day cancellation can be implemented. When processes are all automated.

I did wonder, based on the name of the site, whether they purported to sell to trade only but the site looks very consumer orientated. In any case, if they sell to a consumer, then they sell to a consumer and the transaction does not become business-to-business simply by virtue of a vendor's claiming to be "trade only".

I don't think this is going to be an easy refund to get - the terms are appalling and the lists of exclusions they try to hide behind outrageous.

The correct thing to happen is for the OP to be able to cancel the order and receive a full refund.

The pragmatic thing to consider is does the OP like the wall lights purchased? Presume the OP will still want some wall lights if these ones are returned? What will the next choice of wall light cost the OP? If the saving is small, it might become pragmatic to keep the lights purchased and chalk it up to experience.

If the OP follows for a return (as would seem to be their right), the process might need to go via Chargeback or S75 (if paid on credit card). OR, the retailer might be really helpful and obliging.

sheramber

yep, Bitdefender also blocks

Company dissolved 2022.

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/comment/81878591#Comment_81878591

I think the website is this company, incorporated 2021 and not showing as dissolved:

https://find-and-update.company-information.service.gov.uk/company/13733637

saajan_12

Ha never seen such extensive delivery and returns T&Cs for something that's not that complicated. Apparently all lanterns are bespoke and they can make up extra delivery fees if it takes too long to unload the parcel.

Email them afresh, stating you wish to cancel the order since you're within 14 days. Request that they do not ship the item, but if you do receive it then they will need to provide an address to return the item. Per the statute, they cannot charge restocking fees, delivery fees, etc (except for the return postage).