When Am I Not Entitled to a Refund?

Author: Sarah Clark

It seems that most people buy things in the expectation that they will be fully entitled to get their money back by way of a full refund if there are any problems, if the item isn’t suitable or they just change their mind. You would probably be surprised at how many common scenarios there are that you would expect entitle you to a refund...but in fact don’t.

If you're unsure whether your specific situation entitles you to your money back, you can quickly check your legal position using our free Refund Rights Checker.

The Sofa Won’t Fit in the House!

Oh dear. If you buy a sofa, a bed or anything else that needs to be a certain size to fit where you want it to go, the responsibility is on you to make sure that the item will fit through the door, or will go up the stairs. Or fit into the place in the kitchen where you wanted it to go, in the case of appliances like washing machines or dishwashers.

If the furniture doesn’t fit, you have a big problem and will have to do some serious negotiating with the retailer as the law doesn’t say that the goods you buy have to be fit for your purposes, just that they must be fit for the purpose which they are commonly intended – unless you specifically request something.

So, if you are told by a furniture retailer that a sofa is four feet long, and you have a space four and a bit feet long intended for it, you would be within your rights to complain if it didn’t fit because the sofa was longer than it had been described. But if you don’t measure the space and just assume that it will fit, you will have to fall on the mercy of the retailer and you may have to accept a credit note. By law, the retailer doesn’t even have to give you that, let alone a refund. The moral of the story is always, always measure up if size is crucial. The same applies to curtains, bed covers and carpets.

Refund Rights Checker

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The Dress Doesn’t Fit Me!

When you buy clothes without trying them on, always check first whether the store has a policy that allows you an exchange or refund if you are not happy or change your mind. The Sale and Supply of Goods Act only entitles you to a refund or any kind of redress if the goods that you buy are ‘not of satisfactory quality’ and if there’s nothing wrong with the dress or shoes that you’ve bought – except that it doesn’t fit you – you are legally entitled to absolutely nothing. Most stores are lenient with their policies but it pays to check, as anything over and above your legal rights under the Sale and Supply of Goods Act is at the discretion of the shop.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

It’s Gone Wrong and I’ve Only Had it Six Months!

The Sale and Supply of Goods Act does say that if an item is faulty, and it’s less than six months old, as a rule you should be entitled to compensation from the retailer as it’s judged to have been faulty when you purchased it.

The entitlement to compensation has to be reasonable though, so if you have bought something perishable, or something you wouldn’t usually expect to last for six months, you can’t rely on this. Even if you buy something that you would reasonably expect to last more than six months, and it goes wrong, a refund isn’t the obvious answer.

If the item becomes faulty very quickly, or has never worked, you would be fully justified in demanding a refund. But if you have had a television for five months before it develops a problem, you’ve had five months use from that set and can’t reasonably insist on your money back – although it never hurts to try for a refund first. In that scenario, you may have to accept a repair – or a replacement television if the set can’t be repaired.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Refund Rights Checker lets you check whether you're entitled to a refund and how to get it. Takes 1 minute. Try it now →

106 questions

Ask Consumer Rights Expert a Question

Ali 05/10/2022 at 11:02 am

I have purchased a leather 3+2 seater sofa 6 weeks ago. Delivery waiting time is 10.12 weeks . Now the price has gone down in a sale. Can I ask for the sale price.

Kazzy 06/09/2022 at 4:44 pm

Purchased a sofa 28th November 2021 £2300
The material is now saggy and stretched the retailer have said it’s my fault as I should smooth it out everytime I sit on it I’ve asked for a different sofa or a refund NO I’m in the wrong for not looking after it ???

Becca g 14/07/2022 at 5:27 am

Hi have just paid for an ex display sofa in next . Got home to measure the space and it's to big . I haven't picked up the sofa yet .as we have to sort delivery out . Can I get a refund. I the item as not left the store

Fergies 22/05/2021 at 8:56 pm

I bought a sofa two years ago, in that time the seating has collapsed and an engineer has been twice re webbed and put extra foam in. The third time the engineer came out they deemed it not fit for purpose, they also said they don’t stock this make any more and they have had other problems. They gave me two options!
Option 1 they can try to fix it again with stronger foam and webbing
Option 2 I can choose a new sofa from their store, I will be charged a usage fee for my useless and uncomfortable sofa.
The store has no sofas to my liking so I have requested a refund as I have seen another elsewhere. They refused!!!
My question is am I entitled to a refund

Mrs F 21/05/2021 at 9:03 pm

I bought a sofa 2 years ago and I have had an engineer out twice to re web and put extra foam, after the sofa failing again the shop have said the sofa isn’t fit for purpose. The store have offered to replace for another sofa of our choice and charge a usage fee or try to put more webbing again. Despite endless visits the store has absolutely nothing suitable. I have requested a refund, the store have refused. Are we entitled

Zeynep 10/12/2020 at 2:15 pm

While walking around woodgreen, I went to the stove selling furniture, I was looking there was a sofa set in the showroom, I asked the man how much money the man sold me the seat, how it was, I went out I went back I canceled my money and the man talked again I lowered it a little more I looked again I bought the seat, they brought the delivery 3 hours later the same day They left and left immediately when they did not give it, I looked at my room, I looked for a very small rip in my room, come back, take my seat, give me my money, what can I do for it

Chris 05/11/2020 at 9:02 am

Bought a sofa and a chair 18 months ago we noticed sagging on all of it within 8/1” months, the shop came and took it away, they said although they didn’t think they had an issue they said they would tighten the straps... after another 3 or so months, our sofa seemed to be fading ( patchy) in areas, it went back and I had a phone call to say it looks fine in their warehouse and would be delivering it back.. they have pics of how bad it looks in our lounge but said they will replace cushion covers as they look darker.!! I’ve said I don’t want it back and would like a refund.... twice back to the warehouse in Wales and I still have only 8 months left of my 2 year guarantee .!!! It cost £1500 July 19 I ask your advice please. Thank you

Lisa 22/12/2019 at 8:51 pm

Purchased an exspensive Ulster Wilton carpet from Bradbeers, 5 months had passed and the carpet was wearing badly in places and tufts of carpet were appearing on the carpet. Phoned Bradbeers and explained to them the problem. They sent their carpet salesman out. As soon as he came into the house he saw the problem straight away and said "I can see where you're talking about before you even tell me and that is not right, there is definitely something wrong with the carpet or maybe the underlay" The underlay we bought is what they advised us. Bradbeers said that before they could go any further Ulster will need to test the carpet batch. Weeks went by and we heard nothing. We'd kept calling Bradbeers and their answer was "we have to follow Ulsters policy so it's out of our hands and you need to understand this is a slow process" - that's an understatement!
We have tufts of carpet coming out quicker than a cat melting, we have holes appearing all over the carpet and the fitting is awful. So our now 7 month old carpet looks 7 years old. Ulster claim their tests show that there is no manufacturing fault. Bradbeers are not happy with Ulster so in the new year want to send an independent carpet tester out, however they have admitted there is clearly a fault in the carpet, so Nearly 2 months later, numerous phone calls to Bradbeers, also been over to see Bradbeers in person they have reluctantly decided to replace.
We do not want another Ulster because of the poor quality of this one. We have chosen a carpet by a different manufacturer which is costing us more, and as the underlay needs to be different we are having to pay for that too. So it has come to nearly £1000 we are going to pay Bradbeers. We have never seen any return terms and conditions, we cannot find any on their website, we have no paperwork with any policy on. All we have is them saying to us "we won't give your money back we will only replace "
So we are having to replace due to major defects in this Ulster carpet, that is through no fault of ours. Yet we are having to pay for it. Can someone advise please.

Notsosharp 11/12/2019 at 12:36 am

In September 2019 we had wardrobes fitted in the main bedroom by Sharps at a cost of £3300. We can no longer use them due to bad condensation, we have black mould and damp all up the back walls of the wardrobes (Sharps do not put backs on their fitted wardrobes) and mould on our shoes and clothes. The doors have also dropped and are out of line.

I emailed Sharps with the problem and asked them what they plan to do about it. Today I received a phone call to tell me there's nothing they can do and that it's a life style problem. They advised that I should get a small heater or put air vents in the wardrobes and admitted that this is what they have advised other customers to do in the past and it seems to work. We do have a fitter coming out in a few days to fix the doors and were told if we buy the vents he would fit them.

We do not have a damp problem in our home or a condensation problem, the house is dry. The only issue we have is condensation in the wardrobes.

We have asked Sharps to remove the wardrobes and to give us a full refund, they have refused. Can anyone advise if we are entitled to a refund? I believe we are as the wardrobes are not fit for purpose and at no time were we advised this could be a problem either from the visit from their salesman, the visit from their surveyor or their fitter.

Thank you

Don 07/05/2019 at 1:51 pm

I purchased a sofa from Harvey's which I received in December 18. It's leather and it looks older than it it and sagging. They sent a technician out to have a look but need to wait and see what they say. What are my rights should this happen to my sofa already?

Sad lady 12/03/2019 at 3:39 pm

I bought a sofa that would easily fit into my room. I was given very basic measurements by the seller.
I have a normal hallway and you only have to walk 10 feet before my living room. I have sofas now that were delivered easy enough, I didn’t expect there to be any issues.
The delivery men turned up today and said they couldn’t get it in. It didn’t come apart like I would have thought . The only way to get it in was to take my window out.
I had to pay £45 for the delivery men to deliver nothing. I was then told I would have to pay £50 for them to try again to deliver it as well as paying someone to remove my window!
I have asked for a refund (apart from the delivery fee which I accept I have lost now) they are flat out refusing and now telling me I have to pay storage costs until I collect them.
I paid with a credit card so am I entitled to a refund seeing as I haven’t even had the goods.

Anna 02/08/2018 at 4:53 pm

I had 2 sofas delivered on the 18th July and the cushions on the back have gone lumpy and misshapen. The company came out to replace then and tried to put a cushion that was too big and a different shape into one of the covers. This has caused the zip to go wavy. On inspection the other cushion winners have homes in them. I have contacted Trading Standards and they have said I am entitled to a full refund but the company is still trying to wriggle out of it even though one if their staff told me that the cushions used were of poor quality and they no longer use that manufacturer for that reason. Will I get a refund?

Jacks 02/04/2018 at 4:12 pm

Tumble dryer faulty in first month 3 call outs... now 13 months old having same fault again... now out of warranty.... not happy with product...poor build quality... what next as now ball in.my court

Spike 11/03/2018 at 7:59 pm

Purchased a door mid August last yr. Had it fitted but found many faults. They ended up changing the complete door only to fibd further faults. They say another one is in the process of being made for the 3rd time but never answer my calls or emails . Ad when I do manage to talk to them they keep saying they will get back to me on the update but never do unless I keep ringing. Am I entitled to my money back? Get someone in with the moneyto replace it and get them to pick up there faulty door

Jess 19/02/2018 at 8:21 pm

I put down a deposit for a prom dress and now I’m changing my mind. Do you think they will let me change the deposit to another dress ?

Lady 14/02/2018 at 4:58 pm

I bought a secret diary 2/8/17 which was to be given as a Christmas present. It has now proven faulty, however the retailer says 90 days is the return policy for faulty goods , and Christmas returns policy only applies to goods bought November onwards , would this seem unfair as it had not been used until Christmas day. Many thanks.

ConsumerRightsExpert Editor 26/01/2018 at 10:09 am

You should give him a chance to rectify the issue before demanding a refund.

Spikes 24/01/2018 at 8:54 am

I took my curtains for alterations. When they were rehung they were uneven at the finished hem and the centre curtains now look shabby. They were not cheap to buy and he has charged £50 . I asked for a refund, he said bring them back he would put them right! How, when they made a mess in the first instance? Can I get a refund please.

ConsumerRightsExpert Editor 08/12/2017 at 3:26 pm

It would have been better to call the company for a repsonse - how long did you wait? It's not clear from your comment.

Richie 07/12/2017 at 9:45 pm

I have purchased a laminate floor online which was labelled as express click. My carpenter quoted me a price for this type of flooring. The flooring arrived and the carpenter came to start work. He then noticed the flooring was not express click and informed me he was unable to fit the floor alone due to the type and required an extra man to complete the job. I contacted the company and requested a refund. Having no response I instructed my carpenter to starts works agreeing to pay him extra for the additional labour required as I could clearly see he was unable to fit it himself. I then received a reply the following confirming the flooring had been incorrectly advertised and apologising and offering a refund. At this point it was too late so I requested a refund of the additional costs to me to have the floor fitted explaining the scenario. They refused and offered me the cost of two packs of flooring as a gesture of goodwill. Do i have any rights to persure this further. As I am out of pocket due to their incorrect advertising ?

Elaine 01/11/2017 at 10:14 pm

I ordered made to measure bifold wardrobe doors. Once fitted they do not close and the edges are very sharp, with a very poor finish. Supplier has tried to alter fitting but agrees they are not fit for purpose. The manufacturer says it's a fitting issue and won't come out and see the doors. Stalemate- leaving me with poor quality, expensive, non closing doors! What can I do?

Unhappy 20/10/2017 at 2:25 pm

With reference to my previous comment, no it was not made to measure. The website offers items made to order in set sizes (9-12m, 12-18m etc). I ordered 12-18m as this is the size I order from other made to order websites and high street stores. The items from this website are at least 3cm shorter than clothes from other retailers.

ConsumerRightsExpert Editor 20/10/2017 at 2:22 pm

When you say they were handmade, were they "made to measure " for your baby? In which case, did the retailer take measurements etc?

Unhappy 20/10/2017 at 12:46 pm

On 1st September I ordered some handmade clothes for my baby. They arrived on 19th October (website states 4-6 week turnaround). They are way too small. I ordered 12-18m. In comparison with various other brands of clothes they are very small, more like 6-9m. The company won't offer an exchange or refund. I would argue that the clothes are not as described, as they are not anywhere near to being the average 12-18m sizing.
Am I entitled to an exchange or refund?
Thanks

ConsumerRightsExpert Editor 09/10/2017 at 12:47 pm

If she will not refund you, you may need to consider the small claims court. Hopefully the threat of doing so, will compel the stylish to refund you.

Rs 08/10/2017 at 1:43 am

I recently made a hair appointment which requires a £40 deposit to secure.
The appointment was made on Thursday and I was due to attend on Sunday at 9am. I received a text from the stylist at 11pm on Saturday evening saying that she would need to push the appointment back to 1pm on Sunday. I replied and said that this was not possible because I was travelling on Sunday evening to attend a wedding abroad and this was the reason why I booked the earliest slot available. I then requested a refund of my deposit. I was then told that I would not be able to get a refund due to the fact that she had already purchased the hair extensions required.i explained again that incouod not attend and that the cancellation was no fault of mine I also mentioned that she gave less than 24 hours notice etc...how do I go about getting my money back as she is no longer responding

Colin 04/10/2017 at 11:00 pm

We had a composite front door fitted 2 months ago for a lovely £1500. The company had to come out a month ago to re-sit the door as it was catching at the top. They also replaced the chrome handle which has started to Pitt. They are due back agin on Friday as the screws holding the house number in place have all gone rusty! And tonight is the final straw....its raining and water is coming into our hall way via the doors windows. It is going to ruin the hall flooring. I will be phoning the company first thing in the morning. Am I entitled to a refund,compensation, can I get them to pay for new flooring etc. I have taken photos and videos as evidence.
Thank you

ConsumerRightsExpert Editor 25/09/2017 at 12:31 pm

If the faults have only become apparent after you started fitting them, you should still be able to get a refund.

Disappointed 22/09/2017 at 9:36 am

I recently bought a fitted kitchen supply only from an independent supplier, As I started to fit the the units it became quickly apparent that there were problems, chipped laminate edges, scuffs, black marks, holes . I contacted them and they came out,Firstly said that some of the damage would not be seen when fitted, but agreed to take it back and remake. 2 weeks later it came back with some panels replaced but the black mark had just been sanded out making the finish shiny and some chips just filled and the edges are still chipping. I am so disappointed as this was a big investment. What I wanted to know is, I have started cutting the units to fit pipe work etc would I still be able to say the quality of the goods and workmanship are not up to standard and return the lot and get a refund.

Pd 24/08/2017 at 10:41 am

We recently visited a wedding dress shop for my daughters wedding. She had seen a very specific blue dress. When we asked for this dress we were told that that designer did not produce the dress to her size. We were dissapointed so the retailer told us she would try and source a similar dress elsewhere. At the same my wife tried on a dress ,liked it and ordered it in the colour Blue. When my wife's dress arrived we were informed that a blue wedding dress in my daughters size had been found. . my daughter tried this dress on liked it as did my wife hers . however it was not identical to her original choice. We were told this could not be achieved as it may infringe design copyright if supplied by another manufacturer. We asked for alterations to be made to make it closer to original choice. This was agreed but we were told we must pay for dress prior to alteration. We paid for both dresses and my wife took hers home. Four weeks later we returned for a first fitting but did not feel right about the alteration we asked for all money back . we were told this was only a first post alteration fitting and that details were still to be added after this sizing was confirmed. At same time we happens to have my mothers dress in car and as we may have to change our colour scheme demanded a refund on that too. We have no problem with quality of this dress but colour would be wrong. Can I take legal action please.

juliette 06/07/2017 at 9:54 pm

I recently purchased a wedding dress for my daughter from a bridal shop.
She loved the sample she tried and decided that was the dress she wanted. However when they asked for a deposit they told her they would order a size 20 (the sample was size 12 or 14). As you can imagine she wasn't very happy, however they said they knew what they were doing so she went ahead.
Once the dress was ordered and available to try on she didn't feel it look right because the bodice appeared much bigger. Again she was told it would be taken in. She tried it again last week but still felt unhappy, Its only now that I paid in full (nearly £1000) that she doesn't want it because of the size and it just doesn't look as it did when she tired the sample. Shes lost weight but the shop knew this was her plan and maybe should not have ordered such a large size. I wouldn't be surprised if this is a shop tactic to make money on adjustments.She's so upset because they said that they will not refund or change it. I am even more unhappy because I wanted to buy my daughters dress for symbolic/emotional reasons and now I have no money and the wedding is at the end of August.
Where do we stand legally if we want to get a refund? bear in mind the dress has not been altered and is still in the condition as ordered.
Many Thanks

Sue 09/06/2017 at 2:24 pm

I went to an expensive bridal shop to buy my daughter a prom dress, we found one but it didnt fit right so she got measured, was told an extra inch was left so she could sit and eat comfortably, we went to collect dress when it arrived but it was way too small, she could hardly breath in it, they measured her again and said the measurements were exactly the same as the first time, we have got a seamstress coming in 3 days to have a look, im not sure there will be enough material in the dress to even alter, her prom is in 2 weeks! Where will I stand if the dress wont be able to be altered?

ConsumerRightsExpert Editor 23/05/2017 at 12:21 pm

While a charity shop still has to comply with the consumer legislation, you as the buyer have a responsibility to check obvious things like size at the time of purchase. The retailer will not have to refund you.

Debbie 22/05/2017 at 2:56 pm

I bought a sofa from charity shop but when it arrived it wouldnt fit through the door. The delivery drivers have left it on my drive. What are my rights as been told i will not get a refund.

ConsumerRightsExpert Editor 10/05/2017 at 2:13 pm

If the item was faulty the retailer should have replaced/refunded within 30 days (if you made your complaint in time). After 30 days but up to 6 mothns you can ask to have faults repaired or a replacement. If there is nothing wrong with an item that you bought in a shop you can't always take it back, you must check the retailer's policy on this. If you buy an item online from a business/retailer you have 14 days to inform the retailer that you want to return it and a further 14 days to actually return the item.

Dee 09/05/2017 at 7:55 pm

I bought a display cabinet, it looks big and bulky in my
room, it also has an electrical fault on one of the interior lights. It was in the sale and I asked if I could exchange it for something smaller and was to!d no. Thank you

ConsumerRightsExpert Editor 08/05/2017 at 2:13 pm

You have an automatic 14-day ‘cooling-off period’ when you buy online or by mail order unless it's made-to-measure or bespoke. If you buy something in a shop you can't automatically cancel/return it...you will need to check the retailer's terms and conditions to see what their policy is on this.

dalyboy13 07/05/2017 at 9:23 am

i paid up front £2000.00 for a pair of sofas at scs I now need to cancel order six days later where do I stand please

Sean 25/04/2017 at 7:57 pm

Hi, we recently ordered two made to measure Rockdoors and we chose the colour black. We were told we had to give £1000 deposit for them to order the doors. When they arrived they do not look black but more of a dark brown colour in the light. This is not what we expected as when we ordered black doors we expected them to be black! Have we any rights to get our money back as they weren't what we expected to order? The picture on the website looks as if it is black. Thanks.

ConsumerRightsExpert Editor 20/04/2017 at 2:43 pm

Well you tried it on at the time and accepted that it could be adjusted. What difference does a label/size make? A retailer does not have to consider customer ability to re-sell a garment after purchase. You should be grateful the retailer has offered to do the alterations for free.

Maisie 18/04/2017 at 3:00 pm

In November 2016 I purchased a mother of the brides outfit which consisted of a dress and coat, the coat was too big but they said they could alter it nearer the time at a charge. I bought it as the outfit was unavailable anywhere else in the country. Today I tried it on before making arrangements with the shop to take it in to find out that the coat is a size 12 and the dress is a 10. The owner was very apologetic and said they will do the alterations free of charge but will not reimburse my mileage which is 120 miles return. My question is as I feel I was missold an outfit as size 10 which it states on the receipt, am I entitled to a full refund? I was intending to sell it afterwards but because the coat is a 12 and altered I feel I will struggle to sell it.

ConsumerRightsExpert Editor 23/03/2017 at 2:30 pm

Did you buy it from a shop? You haven't said.

Kelly 22/03/2017 at 7:54 pm

Bought a sofa & told the guy the measurements and ask him if it would fit through my door. He said yes it would, sofa came it cannot fit. He's charging us more for a 2x2 sofa which the delivery guy says will fit. So we asked for a refund and he's now saying that we won't be refunded the delivery cost. What should I do? Please help!

Bo 08/03/2017 at 10:51 pm

I purchased an expensive pair of ready made curtains.. (£225) they are beautiful and pleat I arranged them and hung them and disposed of my packaging and receipt as I had no notion of returning they seemed perfect.. I kept them open and tied back for a week then decided to close them. I have noticed each curtain is faulty and has a very thick seam in the middle of each which looks like a manufacturing fault. What can I do?

nesty 06/03/2017 at 3:42 pm

I ordered made to measure pencil pleat curtains from marks & spencer. I specifically asked the assistant in store if they came ready-gathered and she said yes - they would be ready to hang. They arrived un-gathered. I have spoken to several people up to the Manager, and I'm told it's the "industry standard" that they arrive that way. Also it makes no mention of it on the website, Ts&Cs, or order form, and their message was it's down to the consumer to do their research. Well, I asked and was given wrong information. How is the average consumer meant to know what the industry standard is? While they are going to look into and are sending me a goodwill voucher it doesn't alter the fact that I'm left to gather my curtains - I probably wouldn't have paid £300 if I'd have known - I'd have bought ready made. I've bought made to measure curtains from small shops before and they hang them etc as part of the service so I didn't know what to expect.

Chelsea 17/02/2017 at 1:49 pm

I purchased travel tickets with megabus. I now need to ammend my dates which i can do but my new journey is a little cheaper but cant get the remainibg refunded/credited to me. How is that right? Im still using their service and will in the future

snutts 31/01/2017 at 6:55 pm

Hi
I purchased a Virginexperiencedays voucher but it wasn't suitable. I rang the company and explained what I wanted in its place and explained when I wanted to use it. I also rang the venue before exchanging the voucher to make sure they had availability on the date I wanted. I paid excess which was the difference between the two vouchers. When the voucher arrived I rang the venue and they were happy to take my booking until I told them it was a voucher they refused to take it as payment stating that they have a max amount of voucher per day and on the day we wanted they were not taking anymore vouchers. I rang Virginexperiencedays who told me I could choose another day. When I explained we picked this venue based on the day we wanted they said they would not refund us as other days were available. My question is based on the fact in their terms and conditions it is not mentioned that venues have a max amount of voucher that they will take per day. Am I entitled to a refund

Kath 21/01/2017 at 8:45 am

I had a new and expensive front door fitted. The fitter has been back 4 times after the licking system failing.. and me being locked out. He had to drill a hole through the new panel at the side to try and open from inside. The door is still faulty.. he has nut yet replaced with the right panel ... still a temporary one in and he is back again today to 'fix the door'. I want a refund and to get a new food from different provider as this one is not fit for purpose Where do I stand ? Thanks

Jfb 03/01/2017 at 7:12 pm

I purchased a caravan in August last year and have found two damp patches in tow of the cupboards which I believe from being a caravan owner for many years will cause problems in the near future. As the goods are less than 12 months old can we ask for a replacements?

ConsumerRightsExpert Editor 18/11/2016 at 11:03 am

You need to agree a date by which the work is to be completed. If it is not carried out by the agreed time you can ask for a refund.

Curly 13/11/2016 at 3:27 pm

I have recently purchased a new leather suite from the furniture retailer that we have used for years. We explained that our old suite had been really comfortable and because of this we wanted a similar one from the same manufacturer. Unfortunately the retailer did not have one in stock so we could not try it. He showed us a picture of the suite they were presently producing and because this was very much in keeping with our old suite we placed the order thinking that this would be okay. However, on delivery the new suit was much smaller both in length and in the width of the cushion. The cushion area was no where near as wide as the old suit consequently resulting in the suite being very uncomfortable as we are both tall.
We have only had the suite a day and wonder if you could e mail us with our rights regarding this or do we have no rights at all. We have paid cash. Thankyou.

ConsumerRightsExpert Editor 04/11/2016 at 10:08 am

If they're faulty, you are entitled to a refund within 30 days. If it's after 30 days but before 6 months, you are entitled to a repair/replacement.

Dawn 03/11/2016 at 11:33 am

I had 1 set of impession done for some clip in veneers paid up front for them the impressions were not good so had to have another set done .The venneers are pulling my caps out and fit terrably and i have been in touch with the company and the salon where i had my impression done and they say i am not entilted to any refund because they are a Bestoke item made to measure its not because i dont like them i do its because they are pulling my caps out .I have lost all my faith in the company and salon what are my rights

ConsumerRightsExpert Editor 01/11/2016 at 12:54 pm

You may have to take a separate action for compensation via the small claims courts for this part of the purchase. It was not the fitter's fault that the curtains were badly made so really the retailer should pay the compensation but as it was a separate transaction (directly with the fitter) - your rights under the consumer rights legislation aren't quite so straightforward.

Pam 31/10/2016 at 11:11 am

I purchased made to measure curtains from leekes, leekes sent in a fitter which I paid for separately, after fitting I noticed they wouldn't lie straight and the width join was very crooked, leekes came in and took them away bringing them back 6 weeks later, they were even worse, leekes came back and took them away again, after another 6 weeks they rang to say they would give me back my money, as they couldn't do anything with them when I asked about the £70 I paid for fitting I was told that wasn't anything to do with them what are my rights on this as I have ordered curtains from another company and have to pay again for fitting. So far I have been without. curtains for 8 months

ConsumerRightsExpert Editor 22/09/2016 at 2:38 pm

Of course you have rights. If the retailer told you that there was no issue with an upstairs delivery then they are at fault for misleading you at the point of sale. What is the name of the retailer? If you've given all the details here correctly, it sounds as though you have been treated appallingly. Is there an option of you employing an alternative delivery company yourselves? Get in touch with your local trading standards or Citizens Advice if the retailer is unwilling to refund you.

Cabinet 20/09/2016 at 7:47 pm

Hi

We have bought a display cabinet and the delivery firm used by the shop attempted delivery and said it was too heavy to take up the stairs due to health and safety. The cabinet will fit in our lounger on the first floor and before we paid for the item we ask the shop if there was an issue for delivery as it needs to go up a flight of stairs.

The delivery company called us the day before delivery and again we told them about the stairs and were told there was no problem with that.

The cabinet has gone back to the shop and the shop has refused a refund so we are now out of pocket by a considerable amount . Presumably we have no rights and lost our money ? We are disgusted that they can get away with this after being told twice the stairs wouldn't be a problem .

Lola 13/09/2016 at 3:54 pm

I paid for a sofa to be made from Laura Ashley. After waiting approx 12 weeks for delivery, there are issues with the seat cushions sinking at the corners when sat on, creating an unsightly, and more importantly extremely uncomfortable arc in the middle of the sofa. Within 24 hours of delivery, one of the castors with leg attached almost collapsed, but my daughter was fortunate enough to notice it didn't look right. On closer inspection, the castor/leg was loose to the point of falling out when we lifted the sofa to examine it. The thread part of the leg/castor is bent and can not be screwed back in. So, the seats can't be sat on without being forced into a corner, and I am now propping up the sofa with a pile of my books. I have telephoned and emailed Laura Ashley asking for a refund as I think the sofa is faulty. Am I entitled to a refund? They are sending out a technician next week to look at it, meanwhile, I really don't have anywhere to sit.

ConsumerRightsExpert Editor 12/09/2016 at 11:46 am

Did you buy it online or from the store? If you bought it from a store, the retailer does not have to give you a refund unless the item is faulty.

den 09/09/2016 at 5:25 pm

Hi i bought something from sports direct it did not fit properly ,they refused to give me my money back only a credit note after arguing with them for a while they still refused , an i in my legal right to demand my money back

fb 03/09/2016 at 2:41 pm

we have a little diy store, and always try our best to keep all our customers happy, but I am currently confused as to whether I have the right to refuse a refund!
A customer has returned an electric hand drill to us. He has undoubtedly looked after it, but it clearly has been used. He tells us he bought it a year and a half ago & described the person who served him. There has only been one previous member of staff & he the person he was describing left our employ nearly 2 years ago. He has no receipt or proof of purchase. He says he has never used the drill until now & it doesn't work & wants his money back. we o longer stock the item & I can't be sure that we ever have as the bar code doesn't appear on our system. it could have been before the new system was installed which would mean the item was bought at lest 2.5 years ago! he insists he has never used it, but scratches around the chuck show that it has & it is now rusty in the bit jaws. I have tried to help him, even going back to our supplier to see if I could somehow get a replacement for him (he is not aware of this as I wasn't confident I'd be able to) and they too have said they can't help. I understand his frustration, but I have no idea what it has really been used for or how it has been stored. Am I obliged to refund the item?

Kells 30/07/2016 at 10:20 am

I purchased online a prom dress for my daughter and paid extra for custom measurements so it would fit perfectly. The dress arrived, fitted her around the body but the length is way too long and was not above her knees but to her calfs, definitely not as in the advertised picture where the dress is way above the models knees. I am 8inches taller than my daughter and the dress is on my knees, the company have simply made a mistake or just made the dress length not using my daughters height.. It looks ridiculous on her. I contacted the company and they insisted the dress is ok, then they said for me to get it altered and they would reimburse 30 %. I took it to 2 different dress alteration shops and they both said it cannot be altered in length due to the zip position and the net fabric. I contacted the company again, and they said it can be altered, but send pics of my daughter in dress for them to see. I sent these pics and they just say they made the dress to the correct measurements. My daughters height of 5ft 2 was correct in the measurements sent, they made the dress length for someone nearly 6ft! They also said they add 5 cm to the length for wearing heels...it's a short dress? If it were a floor length dress that would sound right! The advertised picture shows the dress way above the knees. That's what I ordered, but got a dress much longer.I have asked for a full refund because the dress is not fit for purpose and is faulty and they keep saying no. No returns for custom made dresses. I had to buy another dress for my daughter to wear to her prom, the dress that was made for her cannot be worn. It has not been made to my daughters measurements for height. I paid by credit card which with p&p came to over £100 but the dress was £79.99 so I cannot claim money back through my card issuer. What are my rights? Am I entitled to my money back?

HBB 28/07/2016 at 11:11 pm

Hi,

I order my wedding dress in November, I was told that I would expect to receive it around the end of May, and I was told that I would expect to have my first fitting ten weeks before the wedding. As it got closer to the wedding, I emailed the shop to see where my dress was. Though to reassure myself, I have looked round several websites including the shops, which advised six to eight weeks for a first fitting.

But anyway, after a few initial emails and finally a reply to say it wouldn't be here till the mid-end of June, and as they were fully booked, they could not fit me in till the end of June. I really wanted to see my dress and went in to see a sample mid of June, and asked to have lace put on before I even saw my dress! I was charged further for the extra material as expected which I paid for. An appointment was made for the end of June but the shop had to cancel - I have yet to see the dress, and the first time I saw it was mid July, and start of August was the big day.

I have been told many times that I would meet the seamstress, the dress would have the lace on top first before it was sewn on properly so I can see what it looked like first. But that day never came, and I was cancelled on a few occasions, and told I was double booked so I can't see the seamstress. The owner called me to say that double booking was not the problem but that the dress wasn't actually ready.

They told me they would keep the shop open for me, had an appointment at eight with them nine days before the big day, got there half an hour early to get to the shop to find that the shutters were down. Literally got an email there and then to say they have contacted me, left me messages and never got a reply which was totally untrue.

I sent them several emails instantly to ask them to contact me straight away, left them voicemails, and no luck.

Spent the morning calling them every so often, and by afternoon time, finally got through. The lady said she was busy in the morning and have not had the chance to listen to voicemails or read the emails.

After a very long conversation which took me nowhere, I demanded a refund because they would not let me see the dress and that it has taken too long for it to be ready. it did not arrive around the time that was advised, The shop was shut the next day, and asked me to come in at a time where it was more convenient for them. I was also told that it's quite normal was some brides to not have had their first fitting in less than a week. But I really don't see how they would deliver considering the fact that they've stood me up, they have cancelled many appointments on me, not even the courtesy of a couple of days before, but just measly an email on the day or the night before at times. I insisted to have a refund, and the lady on the phone said.. Well, your wedding is less than a week away, you can't be without a dress - It's not just a dress. I don't think it's a good idea to put that much stres

sarce 26/07/2016 at 3:53 pm

We bought a brand new caravan on Friday £26,000 ( partly paid for and part exchange) and now I see 4 days later they have reduced the price by £1,700!!!! I feel a bit sick about this, can I do anything.

Regards,

Sarah

Bob 26/07/2016 at 12:30 am

My sofa arms broke after normal use after 11months. What's are my options? How best should I ask for them?

Lainey1605 30/06/2016 at 12:45 pm

I ordered a 2 seater and a large sofa bed/chaise long from DFS on 16/4/16. It was getting made to order. It was delivered on 21/6/16. Due to the nature of the sofa some parts "slotted together" into brackets. However, the back part of the sofa bed didn't fit. And the chaise appears to have a 1 inch gap and does not close. A service appointment was made to fit the back.part and he appeared today 30/6. He couldn't resolve it and realised the bracket is too large and I needed to order a new one which will take about two weeks. So the delivery guys have pushed and hauled at the suite. The service guy has done the same and indeed unscrewed and re screwed brackets and my sofa is now awaiting a new bracket and back not slotted in. And the chaise question was fobbed off. Am I within my rights to ask for a replacement or new sofa since one repair attempt has failed? Oh and four of the feet are missing and I need to wait 2 weeks for those too.

Sham 17/06/2016 at 1:48 pm

Thanx for replying. Scs have said they do not have a replacement as they don't make that model anymore I would of been happy to get a replacement. So as they were at fault they have to give me a refund right?

ConsumerRightsExpert Editor 17/06/2016 at 10:41 am

No at this stage after purchase, you should accept a repair or replacement.

Sham 15/06/2016 at 5:31 pm

I bought a expensive 4 piece leather sofa, was told it was the highest best quality leather. Around 6/7 months later the colour started to peel of corner sofa around the seems and the twister chair was uneven.SCS have accepted fault but have told me to come in and buy another one as they don't do that model anymore and can't offer a replacement.
i don't want another one from SCS I want a refund but they said they don't do refunds.
Is there anything I can do to get a refund? Are they allowed to do this?

ConsumerRightsExpert Editor 07/06/2016 at 11:48 am

If it's significantly different to the way it was described/shown in an advert then you may be have it altered free of charge. While made to measure items are not covered under the right to return consumer online purchase legislation, if they are faulty or not fit for purpose, your rights still apply.

nic 07/06/2016 at 7:45 am

I recently had a prom dress made for my daughter from an online company. I sent all the correct measurements but it gapes open at the sides, I would be able to fit my fist in where it gapes. The company have said I'm not entitled to a refund because it was made to measure, even though I have sent them photos to show them the problem What are my rights?

Rich 11/05/2016 at 11:55 pm

I just purchased something online and no sooner than I completed the purchase I then realised the item was in fact not what I was expecting. You could say the images on the company website were quite misleading although it was only after I submitted payment details I seen the print at the bottom confirming it wasn't all that was shown on the image. I made the purchase at 11:30pm so I'm thinking they'll have my order but they'll also have my email requesting a refund. Should I expect a full refund without hassle?

ConsumerRightsExpert Editor 06/05/2016 at 10:23 am

Generally bespoke items are not covered (unless faulty) by the terms of the Consumer Rights Act but we think the retailer should have had sufficient knowledge to have advised you of the material issue at the time of purchase. If you're unhappy, push for a replacement or refund.

muriel 04/05/2016 at 2:37 pm

I wanted a roller blind for a window. I had my window measured by a local store and then choose from a sample book . When the blind arrived and was fitted we lowered it -and discovered there is a join so there is a line across the blind. I went back to the store and they contacted manufacturer who said all patterned blinds longer than a certain length have a join -no one had mentioned this to me! The shop have now offered a discount but can I insist on my money back ?

Chantelle 13/03/2016 at 8:17 pm

Hi, I am a bridal boutique owner. Recently a lady bought a wedding gown by me. I had to keep it for 3months while she paid it of. On the day of collection she checked the dress and signed that she receives it in excellent condition and that she is fully satisfied. The next day she brought the dress back and said its not wite enough and that I should refund. Must I refund her or not???

Abigail 12/03/2016 at 12:21 pm

I paid in full for new suite which after a catalogue of errors was delivered faulty. Had lots of issues trying to contact company finally reverted to Facebook which got a response. Agreed a replacement after they refused to refund set a new delivery and collection date - informed on the wrong date they were coming to collect but not deliver - I now want a full refund as I have no confidence in the company or product supplied - this has been going on for nine months - they are again refusing a refund am I entitled to one or some form of compensation

Gracie 06/03/2016 at 9:56 pm

I bought a headboard measuring 5 ' 3 x 6'. Measured my staircase and there was more than enough room to get it upstairs. However it got stuck on 4th staircase and unable to manouvre it no matter how we turned it. Delivery man stated this headboard wasn't going to go up any stairs. What are my rights. This was a costly buy £1600.00
.

Sheeny 04/03/2016 at 8:00 pm

I recently purchased a sofa. We had picked the sofa quite a wile ago and have been paying it off over the last few months (no payment agreement made just spreading the cost) however the sofa was paid for before ordering. The sofa that came is alot darker than what we had believed we had orginally ordered and think the retailer put down the wrong style on the docket. Where do we stand in regards to this? Are we entitled to an exchange or refund? The retailer os saying what is on the docket is what came im however i am disputing that what was wrote on the docket was not we thought we were purchasing

magic elf 19/10/2015 at 8:38 pm

I purchased items of clothing that had the correct size on the hangers but when I got them home I found they were incorrectly sized (2 sizes smaller) I saw no signs in store to say no refunds but when I took the items back I was told it is company policy we do not refund, the company do not have the goods in my size and will not refund for their error, clearly clothing 2 sizes too small is not fit for purpose.can I get a refund?

dawny 23/09/2015 at 5:39 pm

In 2013 I purchased a brand new elddis avante caravan from Viscount Caravans in Bursledon. It comes with a 10 year warranty and cost over £16000 which was paid in full. Just recently we noticed 2 cracks on the rear panel both either side at the bottom at least an inch long. This caravan has never been towed only for it to be delivered 2 years ago. Upon googling this we have found that this is a common issue and we contacted Viscount to no avail. We were told that the caravan does have a 10 year warranty but only for water ingress and that both the front and back panels are only covered for 12 months. Surely this is not acceptable. Viscount said they would look into this and 2 weeks later have not responded back. After numerous phone calls to them from us were get the answer machine or are told the person we need to speak to is busy. Any advice would be great. We also phoned Elddis the manufacturer who told us to phone Viscount. These cracks are getting bigger and are starting to have small gaps in them so eventually will let water in! Any advice is greatly appreciated.

ConsumerRightsExpert Editor 25/08/2015 at 11:43 am

You might get a partial refund, but really should have complained earlier. You will be relying on the good will of the physiotherapist really.

linz 22/08/2015 at 10:00 pm

I purchased a pair of custom made Orthotics from a physiotherapist for running and sport. Turns out they are made of stiff carbon material which is not flexible enough to use for sport in my opinion. I wore them in as instructed but have agonising knee pain and blisters. I have sought several other physiotherapists opinions and they agree they are no good for sport. They are too big to fit in my everyday shoes. Can I demand a full refund after 6 weeks?

Concerned 15/08/2015 at 7:07 am

My son recently invested in a new pair of running shoes which cost £75.
The sales advisor offered advice as yo which shoe would be more suitable and also advised buying an orthotic insole which cost another £25.
After wearing the shoes once my son had to stop running as his feet felt bruised underneath and he has been in a lot of discomfort since .

Can he take the shoes back ?

ConsumerRightsExpert Editor 27/07/2015 at 2:50 pm

@JackieC. Your bank statement should be sufficient proof of purchase as long as the retailer's name is clear and the price matches. You can expect a refund, replacement or repair. After two months of use, you may not a get a full refund.

JackieC 25/07/2015 at 9:09 pm

I purchased a pair of wedge sandals from a well known retailer on 08/05/15. However one of the shoes has developed a large crack across the sole rendering it unusable. As I had only had them just over 2 months and only worn them a handful of times, I returned them to the store However I don't have the original receipt, only my bank statement showing the transaction. The shoes were full price when I purchased them but have since gone on sale and is less than half the price. What are my rights in these circumstances as I don't consider it fair to accept a refund or exchange for less than half the price I paid for an item that is faulty.

ConsumerRightsExpert Editor 20/05/2015 at 2:27 pm

@reece. If you were returning them simply because you didn't like them you would not be eligible for a refund as the items are bespoke. However, if they are of poor quality and nothing like the description then you can return them under the Sale of Goods Act.

reece 17/05/2015 at 3:34 pm

I recently purchased fake bespoke flowers online from a Facebook page that looked lovely on the site but since receiving them the quality is terrible compared to what they show on their website. They say they don't accept refunds as each order is handmade where do I stand the bridal posey isn't symmetrical and the poseys for the bridesmaids have wire coming out of the bottom the seller still says that I am entitled to no refund

ConsumerRightsExpert Editor 20/05/2015 at 1:52 pm

@Nikki. We don't have all the facts to hand but it sounds as though you made everything clear to the bride at the time of the visit.

Nikki 17/05/2015 at 11:55 am

A customer purchased a bridal gown which was tried on, however the gown was too long. As it had a scalloped lace edging, to shorten the dress was going to be a major alteration. I then fitted a hoop underneath the dress. I asked the customer what height of shoes they were going to wear to which the customer advised to be more than the 12cm shoes that we had used to try on with the dress. When we fitted the dress with the hoop and shoes the dress was I would say about another 2cm too long. The customer was aware of this and still chose to layby the dress. The layby was taken over 2 months. The dress was collected and I then received a call from the customer saying that the dress was still too long after purchasing 15cm shoes and that she was walking on the dress. I am now expected to take this dress back by the customer accusing me of selling a dress that didn't fit. The customer was well aware of the length of the dress but still chose to layby the dress. The dress was on sale with a discount of £700.00 I was also threatened that I was under obligation to give a store credit as I had sold the dress that did not fit. What are my legal obligation?

ConsumerRightsExpert Editor 14/05/2015 at 10:03 am

@Saabs. The retailer is responsible and should give you a refund under the Sale of Goods Act - not fit for purpose or of satisfactory quality. Write and tell them you have reported them to trading standards and will consider pursuing this via the small claims court if necessary (hopefully it won't be).

sabbs 09/05/2015 at 2:07 pm

I bought a stone island jumper £140. It had special wash instructions on which weren't clear so I contacted stone island direct. They told me how to wash it which I followed. After 4 wears I noticed the neck was coming away (holes) and also by the arm, where the seams join. I contacted stone island who told me to go to the retailer. I contacted the retailer through their web page, no reply. I did this twice and rang several times.no answer. After using their facebook page to complain about poor customer service they said they would refund me. I sent the item back. They rang me to say it was not I its original condition.i cannot get a refund. I explained it was a faulty item and that it was not fit for purpose. £140 for four wears is a lot of money. They are not accepting responsibility for this and are sending it back. Someone has to be responsible for this. Who do I pursue? I have checked consumer law and it all points to the retailer.

ConsumerRightsExpert Editor 01/04/2015 at 2:08 pm

@hbhati. If the store representatives were ones who measured up you should get a full refund for the furniture you've already ordered.

hbhati 29/03/2015 at 10:10 pm

Hi I bought fitted furniture from a store. Before i placed my order they sent someone to measure the attic room as i wasnt sure if the wardrobes will fit due to sloping ceiling. After the measurement i could not buy those paticular ones but the shop showed me other ones that would fit. I placed my order and when they came one of them was bigger by 4 inches and cannot fit under the sloping ceiling i have called the shop and told them they are sending the man again to check the measurements i dont know what they are going to say but do i have any rights.

ConsumerRightsExpert Editor 14/01/2015 at 2:33 pm

@Patch. It's a bit of a difficult one to argue. Curtain and Blind measurements are always specified as width by drop. Have any other buyers made the same complaint? What is the seller's rating? You could try raising a dispute with ebay.

Patch 12/01/2015 at 7:32 pm

Hi,
I purchased some MADE TO MEASURE Venetian blinds from a company called 'order blinds ltd' through ebay on 15th December. They finally arrived today(12/1/2015) but they do not fit the window recesses. The measurements are back to front I.e the width is what the drop should be and the drop is as the width should be. After looking into the reasons behind this I have discovered that it is purely down to a misleading lay out on their listing page, on one page is asks you to provide the length and then the width but then in small print(IMPORTANT ORDERING INFORMATION-their words) it says we have to supply measurements in the format of width by drop. I called them today and they point blank refused to provide any help in the form of a refund or and exchange for blinds in the correct sizes.
All I want to know is do I have the right to a refund or the right to demand blinds that are correct in size when the mistake has been made purely due to the lay out and misinformation on their website?

ConsumerRightsExpert Editor 16/12/2014 at 10:24 am

@Chairs. It depends where in the world the company is based. Unfortunately if it is outside of the EU, there is not a lot to protect you. You say Paypal has not helped.have you raised an official dispute via the resolution centre? If a company uses paypal, they are unlikely to wish to upset this situation as they could potentially lose sales by doing so.

Charis 12/12/2014 at 9:47 pm

Hi, I made a purchase online last week from a store overseas. The item was a pre-order which is not due for delivery till early 2015 (no specific date was given), though payment was taken immediately. After making the purchase I found out it was the incorrect item so I requested a refund to the company via email within the hour from when the transaction was completed. I had then discovered that the company offer no kind of refund at all, all sales were final. I was not made aware of this at the time of purchase, it only states when searching through their FAQS. I still hadn't heard from the company after a few days so I emailed again, and still no response from them. I tried to obtain a refund through PayPal, but they however were of no help. They have now sent me an automated response email which was sent to everyone, containing FAQS, instead of a personal response regarding my specific email. Do I have any right to a refund? Are they allowed to offer no refunds for all sales, including pre-orders? Thank you

tom 06/09/2014 at 7:31 pm

hi
i bought a camera last week on my first day i noticed black spots through the viewfinder i brought it back they cleaned it but it did not fix it black spots still their
they said they were not effecting the photos which i still was not happy with
they said nothing more they could do but since then more spots have come to view
the camera is a nikon £2700.00 i am not happy what are my options can i ask for a new one or my money back HELP
REGARDS
THOMAS

seaby 30/06/2014 at 6:46 pm

I bought an expensive bracelet from a well known London store on line. I received it today and
Not only does it look cheap but it is not as I thought it would be. The centrepiece was so large and it looked small and dainty on the photo online. It is far too flamboyant for me to wear and I'm so disappointed. When I looked at the despatch note to see how I was to return it, it stated that they do not give refunds or exchanges. I immediately sent an email and their reply stated that was their policy. I thought that it would probably only concern earrings and I am shocked to be honest. Have I any rights at all? It cost £180.

james 06/04/2014 at 8:11 pm

bought a fireplace from a second hand shop on a Saturday. gave guy £50. having second thoughts on the sunday! what rights do I have? never gave me a receipt either. said hed deliver it on Monday. should I phone him to cancel or what? thanks, james

labohemerob 24/01/2014 at 1:57 pm

I bought a fire online from B&Q. I phoned to arrange a delivery date and took a day off work to receive the delivery. At 3pm on the day, the fire having not arrived. I phoned B&Q to ask what was happening with the delivery. Informed by B&Q that the fire was not coming that day and they arranged to have it delivered two days later. I again took another day off from work to be at home for the delivery. My sixth sense was telling me at 11.00 am that something was amiss. I phoned B&Q to find out where they courier was with the fire, to be told that again the fire would not be arriving that day. And to wait until the following Wednesday for guaranteed delivery of goods.

What compensation would I be due, considering I have had to take two further days off work through no fault of my own?

Muds 30/12/2013 at 6:46 pm

Placed an order for a sofa,will be made 3days before delivery. Left a substantial deposit,told ther would be no refunds if mind was changed.as work has not even started on the sofa can it be cancelled and refund demanded

Karen 08/05/2013 at 10:44 am

I bought a pair of running shoes. I tried on the 10 and 9 and took home th 10. Once home I found with my orthotics the 10 were too big. I live in Ashburton 1 15mins from ChCh so couried the shoes back to swap for a size 9. The 9 shoe was too tight with my orthotics. I rang the store and ask for a refund but told only a store credit would be give. They have a note on the counter for customers to read to explain exchanges. I was not aware of this and felt this policy should have been pointed out and explained. The chance of using store credit for other sports and running are limited for stock which I tried. So at momwnt store credi for use for any shoes in shop but no chance of finding my size in skecthers as thy do not have 1/2 sizes

Cheryl 30/04/2013 at 8:59 pm

My daughter purchased a $3,000.00 bridal gown. The owner assured her that the gown could be made strapless & FIT HER THE WAY SHE HAD EXPRESSED. today WAS THE 2ND FITTING & IT STILL DOES NOT FIT. The GOWN SHOULD NOT HAVE BEEN MADE TO BE STRAPLESS but we were assured by the owner. My daughter was so depressed. We went to another bridal shop for a sash & instead of a sash, she found a gown that fits her perfectly & she loves for $500.00. I am calling the owner of the salon when she comes in at 6PM tonight. My daughter has paid $1,200.00 towards the gown. What are her rights? Is she responsible for a promise that they couldn't fulfill?
Help!!

Donna 06/09/2012 at 10:13 pm

Hi. I have had a laptop for 5months. Out of no where the screen has leaked, and is unusable. The company have been rubbish and refuse to do a single thing apart from send off for a repare at my own cost of £200. Is this right? I expect a laptop to last a lot longer and i cant afford to pay that kind of price to fix it. Please help

lucy 02/07/2012 at 10:08 am

hi i brought a pram from a website and it has allready broen ive only had it a week thay ar saying thay giv my a part refund as iv used it is this right x

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