Help needed - rejection of an order bought online

[schmokin1]

Hi everyone.

Hoping for some advice from consumer rights experts as Citizens Advice / Which? websites are not clear.

I bought four conservation type roof windows and flashing kits from a large online seller. On opening the first window it was clear the build quality is poor, with the 'central' glazing bar anything but and a couple of paint faults.

I am unwilling to open all the remaining packaging to assess the other windows as these appear similar as far as I can see (through the packaging) and I have zero confidence in the build quality.

I would like to return the whole order but am unsure whether my rights allow me to reject the whole order as unsuitable quality unless I inspect all of it. The seller appears to be stalling and has not contacted me to arrange collection. I suspect they will try to get me to pay for the return (and hence be liable for any in transit damage which they can stitch me up for).

Can anyone advise me of my rights in this case? I want to reject the whole lot and buy a different product. I don’t want to arrange, pay for, and be liable for transportation or get stuck with part of the order.

Many thanks in advance for your assistance.

[APontus]

There's a good guide to your rights here: https://www.which.co.uk/consumer-rights/regulation...

[Canon_Fodder]

Dates please OP

[schmokin1]

Canon_Fodder said:

Dates please OP

If you mean how long ago they arrived, I’m still within 14 days of them arriving on my doorstep.

[schmokin1]

APontus said:

There's a good guide to your rights here: https://www.which.co.uk/consumer-rights/regulation...

Thanks, I have already looked at that. It,s not clear whether I can reject all of the order as being unsuitable or not if only part of the order is clearly not fit for purpose ie if I want a refund for the dodgy windows, what are my rights vis a vis the flashing kits for said windows, which might not in isolation be useless, but are clearly no good without usable windows….

[ConnectionError]

What do the t&c’s say?

Were they made to measure

Edited by ConnectionError on Saturday 25th September 21:44

[johnao]

If it’s Amazon market place you can usually just send them all back because you’ve changed your mind, no need for a reason or justification. You will have to pay the return delivery fee but that may be an acceptable price to pay just to get rid of them.

Good luck.

[APontus]

Your easiest route, IF you can use the '14 day rule' is to cancel (no reason required) and returns potentially at your own expense. Might be more difficult if the items are custom made.

[schmokin1]

ConnectionError said:

What do the t&c’s say?

Were they made to measure

Edited by ConnectionError on Saturday 25th September 21:44

Not made to measure, standard catalogue items.

T&Cs aren't particularly enlightening, but in any case, I thought legislation overrides T&C 'getouts' anyway?

[schmokin1]

APontus said:

Your easiest route, IF you can use the '14 day rule' is to cancel (no reason required) and returns potentially at your own expense. Might be more difficult if the items are custom made.

-and johnao above, yep, can do this, but don’t want to pay a whole pallet return fee. Plus they may well try to stiff me by claiming the stuff is damaged in return transit…..

[ConnectionError]

Are they poor quality?


Or were they cheap, and this fact reflects in the actual product?


I would have though it is your responsibility to return at your cost, because you have changed your mind?

[schmokin1]

ConnectionError said:

Are they poor quality?


Or were they cheap, and this fact reflects in the actual product?


I would have though it is your responsibility to return at your cost, because you have changed your mind?

Poor quality, not cheap. Almost the same price as Velux, if not the same. Even if they were 'cheap', they should be symmetrical!

It's clear I am within my rights to reject them if not up to scratch. What's not clear if I can then reject the associated bits with them if I’m not going to accept the windows. And then, who pays for the return…

[DSLiverpool]

You can reject the order, get it ready for collection and tell them the goods are unsuitable, unused and as supplied - when would they like to collect them.

This is at their cost and their responsibility.

This is law however they might not be a lawful business.

[GranpaB]

You should state 'they are not of merchantable quality'.

[carl_w]

Is this not covered by the Distance Selling Regulations? I understand you have the right to reject having inspected the goods and the retailer must refund the cost of a return?

[mr rusty]

If the goods are not fit for purpose, they pay the return delivery. If they are fit for purpose but you change your mind, you pay (unless the company agree to pay in their Ts & Cs) You cannot force them to pay returns if there is no fault.

Having said that, within 14 days, I would return insured, get a refund and move on.