Faulty Engagement Ring

[snad86]

Hi there,

I really hope you will be able to help me.

My fiance proposed to me on Christmas day but had to do it with a "pretend" ring as the ring he ordered for me wasn't delivered on time.

We eventually received the ring on the 31st on December (when the delivery was guaranteed before Christmas) and we both were really disappointed.
I will list a few of the problems :
- the black diamond is grey, looks scratched, dull and really flawed (when the certificate says it is AAA), not the right shape (supposed to be Princess cut but only look squarish)
- the mount of the diamond is off center
- the size is wrong
- what is supposed to be an engraving looks like a scribble (unreadable)

My fiance called them to ask for an exchange. I would have liked a brand new ring, my size that would actually look like the photo.
The guy on the phone said that they can't guaranty that it will look exactly like the photo but that they are always trying to get it as close as possible to the photo. Also they will not give me a new ring but only repair this one.
It is 2 and a half size too big and as diamond going all around it (which is really hard to resize).
He then asked for a full refund and suggested that we will get the ring elsewhere.
They told him that they have a policy stating that if the ring has been engraved, they can't refund you cash but only give you a store voucher.

I don't trust this company at all and won't get my engagement ring from them as my ring doesn't look like what it is suppose to so I don't want to waste time and money anymore.

I hope you can help.

Regards

[ostell]

Re: Faulty Engagement Ring

If the ring is defective, and the wrong size suggests it is, then you have 30 days to reject and get your money back under the Consumer Rights Act 2015. Put this in writing, listing all the defects, to the supplier and request that a refund is sent within 14 days. The refund can be via the method used to pay originally. Mention you are rejecting under the Consumer Rights Act.

[snad86]

Re: Faulty Engagement Ring

Thanks a lot for such a quick reply and for the information.

He bought the ring on a .co.uk website but the company is in Germany. Do UK rules and acts still apply?

[R0b]

Re: Faulty Engagement Ring

Hi Snad86,

Can you provide us with a link to this .co.uk website? I know nothing about engagement rings or diamonds for that matter so I can't comment on the colour of the 'black diamond' however, if you can answer a few questions that would be helpful so we can ascertain what options you might have.

1. You say the delivery was guaranteed before Christmas, did the order include the words 'guaranteed delivery'?
2. When your finance made the order, did he make sure to put the correct ring size? I assume he can prove this by the order details or invoice.
3. Does the website show a photo example of the engraving and how it might look? How does that compare to the engraving on the ring?
4. I'm making the assumption that the ring cost £100 or more and if so, how did your fiance pay for the ring, was it credit or debit card or some other method?
5. At any point during the order, was your finance made aware of the governing law which formed the contract i.e. at any point was he told that the contract is governed by English law or German law or something else?