Ordered carpets but not as we expected!

[Tillytoes1]

Hi,
I’m just wondering if anyone could help, or even advise us on where we stand. We ordered some carpets last Thursday and they arrived today but they are not as we expected, we feel they differ from the samples in quality and colour. The man we are buying the carpets from has said he can’t send them back to his supplier because they have already been cut and sent. We have paid for them fully and wondered where we stood with regards to wanting a refund but according to the carpet man, this is not possible.
Is he just not wanting to lose a sale, or is he right in refusing us a refund because we’re not happy with the products ordered. We haven’t signed a contract and we haven’t even seen an invoice with breakdown of costs. Does anyone know where we stand with all this?

Thanks in advance!

Can you get a sample to bring to your house to directly compare? I take it they have been laid now? If so for how long?

Do you have a sample to compare?

Also remember that colours look very different in different lights.

You need to get your carpet and a piece of the original sample to compare. If they differ then he must refund you. He can take a complain up with his supplier to get his money back, but he must refund you.

No the carpets haven’t been laid but he said it’s part of the terms of the conditions, which we have neither seen or signed, that once the carpet has been cut and sent to his business, then it can’t be returned. I’ve also seen many people say the same online, that the sample piece varies to the actual colour of the cut carpet. Anyway we have still agreed to go ahead reluctantly, as he said we will have incurred a lot of charges.

His terms and conditions cannot trump your statutory rights.

He cannot refuse a refund if the product is not comparable to the one you ordered and paid for. Refuse to accept it. Demand a refund. Then call trading standards when he refuses.

You might be a while without your refund, but you need to stand up to rogue traders.

Custom orders for anything are non returnable UNLESS they are faulty or not as described. Yours is not as described.

It is your statutory right to get a refund. Doesn't matter one bit what he put in his terms and conditions; he cannot overrule those rights.