Victorian Plumbing Refund

JellyFeesh

I apologise if this is a recurring problem, but VP plays this card alot!!

I returned a vanity unit because it was the wrong size. Opened it and realised straight away. Closed it, taped up very well (photos to prove). They received it 2 days later. 'NO refund' email right away stating it was damaged in transit on the way back and I should claim from courier. However, the damage was some paint shrinkage, paint bubble and about 4cm of scraping on an edge. The very very blurry pictures of some boxes and one blurry closeup of the unit were their proof. Paint doesn't shrink in 2 days. And no sign of it when I opened the box before.

I know I have the right to change my mind when buying online. But how do you beat this 'evidence' of damage in transit? The unfairness of it is really annoying. And Im not the only victim from what I read here and on Facebook.

Woodstok2000

Did you arrange the courier?

the_lunatic_is_in_my_head

Advise them via email that you are cancelling your contract in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and then approach your card provider for a chargeback.

Their terms are non compliant and as such they can not impose a reduction and even if they could they certainly cannot refuse any sort of refund (unless the goods were completely trashed).

Vitor

I'd ask VP for clear photographs, an inspection report and an explanation of how paint bubbling or shrinkage could have resulted from transit damage. Their assertion alone doesn't establish what happened.

If they refuse to reconsider, raise a formal complaint and consider a chargeback or Section 75 where applicable.

Alderbank

Change of mind is not covered by Chargeback

marcia_

https://forums.moneysavingexpert.com/discussion/comment/82186176#Comment_82186176

faulty goods is

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/82186210#Comment_82186210

Op said it was it wasn't faulty through just the wrong size

Boohoo

OP do you have proof that Victoria Plumbing

https://forums.moneysavingexpert.com/discussion/6688594/victorian-plumbing-refund

OP do you have proof that Victoria Plumbing "play this card a lot" ?

JellyFeesh

Hi Boohoo, thank you for taking the time to help. I do not have definitive proofs but only what I have read on Reddit and Facebook. There are others who have raised complaints very similar to mine, returned goods which were just the wrong items and being sent very blurry pictures of 'damages' and refused funding. I thought it was odd that their complaints and situation was so similar to mine.

Aylesbury_Duck

What do you mean by wrong size? If they sent you something that didn't conform to the online description, then not only are you entitled to return it under the regulations pertaining to online purchases, but it would also be considered "faulty".

Did you arrange the courier, or was it via their returns process and they paid for the return?

I agree with Vitor: how does transit make paint bubble and shrink? Unless they couriered it in an oven.

MeteredOut

As above, by wrong size do you mean they delivered the wrong size, or that you ordered the wrong size?

That dictates whether you can demand refund, or whether you must return the item via the returns policy you agreed to at the time of purchase.

Who arranged the return?