Light fitting is wrong colour and the seller won’t return
Discussion
Sorry not really a “law” question but didn’t know where else to put this.
Can I sanity check something with the PH collective please?
I want to know if I’m within my rights, or if I’m being a muppet!
I bought a brass light fitting from Amazon on 5th November, the picture looked like this:
As you can see, the fitting is meant to be a dark brass colour.
However, the item has turned up and it looks like this:
In my opinion, it is more gold in colour. The ad doesn’t state “gold” anywhere on the ad... just “brass”.
I’m aware that brass has a variety of different shades but at the end of the day, the picture on the ad looks different to what I ended up with.
It may seem like a small difference, but this colour doesn’t match anything in our bedroom, so we want to return it.
I requested return through the usual Amazon return process but the seller is not willing to provide me with a pre-paid returns label, and is insisting that I pay for the delivery, because “I’m changing my mind.”
The box is huge! So the cost for me to return it via a tracked service would be significant.
I’ve stated that I’ve not changed my mind, it just isn’t what I expected. I am still in the market for a dark brass light fitting, so it’s not buyer’s remorse etc.
So they then changed their tune and responded with this:
If the latter, any pointers with what I should say back to them would be great!
Can I sanity check something with the PH collective please?
I want to know if I’m within my rights, or if I’m being a muppet!I bought a brass light fitting from Amazon on 5th November, the picture looked like this:
As you can see, the fitting is meant to be a dark brass colour.
However, the item has turned up and it looks like this:
In my opinion, it is more gold in colour. The ad doesn’t state “gold” anywhere on the ad... just “brass”.
I’m aware that brass has a variety of different shades but at the end of the day, the picture on the ad looks different to what I ended up with.
It may seem like a small difference, but this colour doesn’t match anything in our bedroom, so we want to return it.
I requested return through the usual Amazon return process but the seller is not willing to provide me with a pre-paid returns label, and is insisting that I pay for the delivery, because “I’m changing my mind.”
The box is huge! So the cost for me to return it via a tracked service would be significant.
I’ve stated that I’ve not changed my mind, it just isn’t what I expected. I am still in the market for a dark brass light fitting, so it’s not buyer’s remorse etc.
So they then changed their tune and responded with this:
Seller said:
We can advise the description and images are provided by the manufacturer not us as a seller
All items will look slightly different in reality.
The light does only come in the brass colour as per Manufacturer’s website
We apologise for any disappointment.
Is it right that I should be out of pocket because the pictures are misleading or are they being unreasonable?All items will look slightly different in reality.
The light does only come in the brass colour as per Manufacturer’s website
We apologise for any disappointment.
If the latter, any pointers with what I should say back to them would be great!
Cl4rkyPH said:
Fair comment, thank you, but sadly I disagree. No matter what combination of lights we turn on in the room, it looks like this horrible “yellowy” gold colour. It looks cheap, whereas the one in the ad looked a bit classier.
We can’t get it to match the ad at all.
Won't it 'weather' with time?We can’t get it to match the ad at all.
dundarach said:
How come you're paying to return it?
Last couple of Amazon returns I did, stuck in the original box, printed the return label off, dropped it at an amazon newsagents and by the time I'd got
home, money was refunded.
This is kinda what I was getting at.Last couple of Amazon returns I did, stuck in the original box, printed the return label off, dropped it at an amazon newsagents and by the time I'd got
home, money was refunded.
When I submitted the return, it didn’t prompt me to print the label off like usual... I had to request return directly with the buyer, which opened up a direct communication with them.
So no returns label is available, they’re asking me to ship it back, which makes it my responsibility and at my cost.
I’ve never had this problem before... surely this isn’t right?
There’s a few points here.
Firstly buying from Amazon and buying from a 3rd party retailer on Amazon are two different things, and will have different T&Cs. Their returns policy is probably going to be different.
When returning an item, unless faulty, or otherwise stated in their T&Cs, you will pay the cost. The fact that it doesn’t quite fit the colour scheme in your house won’t cut it I’m afraid. The 2 x piccies look pretty similar to me, and close enough to say it wasn’t misrepresented.
One point you should insist on though is that the original postage is refunded, as that is covered in the distance selling regs. Something a lot of online retailers don’t like to adhere to.
Firstly buying from Amazon and buying from a 3rd party retailer on Amazon are two different things, and will have different T&Cs. Their returns policy is probably going to be different.
When returning an item, unless faulty, or otherwise stated in their T&Cs, you will pay the cost. The fact that it doesn’t quite fit the colour scheme in your house won’t cut it I’m afraid. The 2 x piccies look pretty similar to me, and close enough to say it wasn’t misrepresented.
One point you should insist on though is that the original postage is refunded, as that is covered in the distance selling regs. Something a lot of online retailers don’t like to adhere to.
dundarach said:
How come you're paying to return it?
Last couple of Amazon returns I did, stuck in the original box, printed the return label off, dropped it at an amazon newsagents and by the time I'd got
home, money was refunded.
I've found that the reason for returning an item affects whether or not you get a returns label. If you say it's faulty then you get a label, if you say it's not suitable then you don't.Last couple of Amazon returns I did, stuck in the original box, printed the return label off, dropped it at an amazon newsagents and by the time I'd got
home, money was refunded.
Cl4rkyPH said:
Thanks guys. This place is awesome.
I shall relent and just cough it up. I would never usually buy such things for the house on Amazon but the missus found it!! Doh!
Lesson learnt. Thanks again.
So are you keeping it, or sending it back (At your expense?)I shall relent and just cough it up. I would never usually buy such things for the house on Amazon but the missus found it!! Doh!
Lesson learnt. Thanks again.
I think it looks nice tbh.
Cl4rkyPH said:
I’ve never had this problem before... surely this isn’t right?
I think you are nuts, they both look the same. But to your point, recently when I returned some clothes that didn't fit, the seller didn't want to pay for the return. So I used the chat facility with Amazon customer services who got the seller to organise the postage.Bert
Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff