Damage to new fireplace - £180 to reject it?

naafidaffy1

Hi all,

My elderly grandparents recently purchased a £1100 stone fireplace, and it arrived damaged. This was reported same day to the company, and they've said that because the damage is on the bit that will be covered by the surround, it 'should be fine'. They also passed them around the company a bit and nobody seemed very interested.

Naturally my grandparents are in a bit of distress now, and now don't want the fireplace at all and want a refund. The company seem extremely reluctant, and have said if they want to 'reject' it they need to pay a £180 restock charge.

Is it fair to think that because the item is damaged, they are entitled to a full refund? Regardless of whether the damage will be visible once fully fitted?

Any advice gratefully received - thank you.

MyRealNameToo

If its spotted within the first month from receipt then you have the short term right to reject. There is nothing wrong with the vendor offering to reduce the price as an alternative mechanism but you arent obliged to accept the price reduction.

Silver_Shark

Use the short term right to reject. The company cannot legally charge a restocking fee or reject a full refund when you return goods that arrived damaged or faulty.

Alderbank

Did your grandparents visit the trader's premises to buy or was the transaction entirely online?

I assume they chose after seeing a fully constructed sample or photographs of that model. Will their fireplace when finished be the same as the model or will it look different? I assume that when buying they only saw a completed example and were not able to remove the surround to examine stones normally covered by the surround?

naafidaffy1

Thank you very much all - I have gone back to them with your advice above.

In response to Alderbank, they saw it entirely online. We have spoke to other traders about the damage and they have said it will be visible and at the end of the day, it is a damaged product.

Will update when I hear anything!