returning/refusing delivery of goods

[sophie_1003]

I ordered a bench from a company online (they also have a shop but it is a long way from where I live) but when it was delivered (by DHL) it hadn't been painted properly so delivery was refused.
I rang the company up on Friday to find out when my money would be paid back into my account but was told I would need to ring back today. I've not yet done so as would like some advice regarding the delivery charge-
This was £28, should they return this amount to me or are they not required to do so?
Also, can they legally charge me an extra £28 for the return of the bench seeing as it was refused on delivery? TIA

[ojread2]

thanks, missed it =)

[ojread2]

just quote their T&C's at them then

"A customer has the option to cancel any order between the time of placing it and 7 working days after delivery. "

Even if they tell you its not damaged and you must accept it you can say no, I changed my minds and under your T&C's etc etc ...

Good luck

[sophie_1003]

Ok thank you! Will post back as to what happens! Feel calmer now, was just v disappointed as it looked so beautiful on the picture!

[sophie_1003]

Aaaarghhhh! They have now emailed back with the following message-
Hi Sophie,
What colour / finish did you expect the bench to come in?
We can have the bench sprayed in that colour.
Regards
Steven.

I don't want it sprayed I just want my money back! Unless it will be free that is! What do I have to say to get my message across?

[ojread2]

LOL, oh dear - they really want to sell it you don;t they?

Just say, you don't want it painted in any colour thank you, just a full refund to which you are entitled. Stick a kind regards and your name on the end

If you still get no joy, call and ask to speak to the manager. Have the DSR's highlighted in relevant places along with their T&C's so you can quote and quote again =)

[sophie_1003]

Thanks again oj! Can see me losing my sanity over this!

[AlBags]

I think you could mention that although it was described as a Victorian bench .. lightweight material, etc .. you did not expect, nor was it described as multi-coloured or "distressed", and further, delivery had to meet a deadline for an elderly relative's anniversary .. or something! Then firmly exercise your right to return it within bounds of the DSR's.

[ojread2]

Morning Steven

How are you getting on with this?

[sophie_1003]

Steven who's Steven lol! I got an email back saying that they would spray it for free but spoke to my grandparents (who are making a contribution to the bench) and we decided that without seeing what the finished result would be we could just end up sending it back again so have asked for a refund. They emailed back again and said as soon as they receive the bench they'll refund the money, seeing as we refused delivery of it last Thursday hoping it will be back to them soon!

[ojread2]

LOL, typically I read the reply mail you got as being your name, sorry Sophie =)

I'm sure they will refund you then as soon as they have the bench

[sophie_1003]

Ah I see lol! Yes hopefully will be plain sailing from here on in! Have you any idea how I could find out how long it would typically take from refusing delivery to it being back with them? TIA

[ojread2]

Sorry, no idea I'm afraid
I would suggest though, that it should be with them within 48 hours.
Do you have the name and/or phone number of the delivery firm? Maybe a quick call would help?

[sophie_1003]

It was CityLink so will maybe give them a ring later! Thank you for all the help!

[sophie_1003]

Just to let you know, have finally been told that they have received the bench and will be processing the refund and sending me a cheque next week!