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Shop will not give me a full refund because item was 'a special order'

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  • Shop will not give me a full refund because item was 'a special order'

    I'm not sure I know what my rights are here, so I'd appreciate some advice.

    I bought a pair of binoculars from a company that sells on the Internet but also has a physical shop. I bought them by ordering them on the phone after seeing on the Internet that they sold the model I was looking for - they said they did not have them in stock but would order in a pair. When they phoned me to say they had arrived, I went to the shop, paid cash and collected them.

    They were very expensive - over £900. I was not satisfied with their quality so I wrote to them a few days later to say I was rejecting them and wanted a refund. This is the email I got in reply, on October 8th:

    "Sorry you are not happy with the binoculars.
    Unfortunately as these were a special order for you we are unable to offer a full refund.
    We would need to sell these at a discount as they would have been used therefore we are willing to accept them back minus a 15% restocking fee .
    If you would like to return them we would refund you £772.65.

    This offer stands until October 19th."

    I was basing my right to a refund on the Consumer Rights Act 2015, and I felt pretty sure that if you reject an item, the seller cannot choose to hold back some of the purchase price just because the item is now 'used' - after all, you have to use an item to find out if there are any grounds for rejecting it. As for the binoculars being a 'special order', their website advertises this particular model as something it sells, but I only learned that they would have to order it in when I phoned them to buy it. Also, I am not sure a seller has the right to impose a ten-day deadline for you to accept their offer the way this company did.

    So can anyone tell me where I stand legally, please?

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  • #2
    The Consumer Rights Act 2015 - Citizens Advice

    https://www.citizensadvice.org.uk › about-us › how-citizens-advice-works



    About the Act. What is happening? The Consumer Rights Act came into force on 1 October 2015. The law is now clearer and easier to understand, meaning that ...

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    • #3
      Unfortunately as you went in to the store to pay and collect the binoculars it isn't classed as a distance contract so you only have the right to return within 30 days for a full refund if the binoculars are faulty, I'm not sure whether your unhappiness with the quality is a fault ?

      Does the store have a returns policy ( is the 15% restocking fee a standard term or is it something they just made up?) ?

      John Lewis ( just because it's the last place I bought binoculars from ) publish their returns policy for online and instore purchases on their website - https://www.johnlewis.com/customer-s...-refund-policy - so have a look what the stores terms are for instore purchases at the store in question.

      You are better protected to order and pay online/by phone and then go to store to collect ( or let them deliver ) than to order and go in store to pay and collect, as the right to change your mind and return only applies to distance contracts.
      #staysafestayhome

      Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

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