Would you push for a refund? Mistaken order

[Largestlegocollectionever]

I ordered a set of bi-fold doors, link below.

i made a total mess up - and needed inward opening doors and ordered outward opening, totally my mistake.

I notified the company on the day of delivery. It’s taken them 2 weeks to reply with the following:
Door frames can’t be flipped around or used - totally unusable
I can order a new frame opening inwards for 75% of the original cost at £1750
No refunds, returns or exchanges

They've also been rude and unhelpful.

looking into consumer online purchasing laws it looks like I have a right to a refund within 14 days, which they’re saying I’m not entitled to. Nothing on their website says no refund or exchanges except apparently in their website T&C’s.

WWYD?
I can try and force it through my card and claim it back, or small claims - or just accept it as a £2k loss and try to sell the unwanted set online via eBay etc?

https://www.climadoor.co.uk/bifold-doors/external-bifold-doors/climadoor-black-aluminium-bi-folding-patio-doors/2400mm-black-aluminium-bifold-doors-3-right

Are they made to measure? The 14 day cooling off period doesn’t apply to things that are custom built/made. You can only return those type of items if they are faulty.

If they’ve been custom made the 14 days doesn’t apply.

I wouldn’t expect them to take them back or offer a refund at all tbh - what are they going to do with a set of doors with exactly your measurements?

You admit it was totally your mistake, why do you think they should pay for it?

Usually made to measure things are exempt from the 14 days rule. It seems they do made to measure and standard sizes, which did you get? You also have to return them which might be expensive. Different terms for trade customers, from their site:

As a consumer you have the right to cancel your order for any reason within 14 working days from the date of delivery. To do so you must notify us in writing (preferably email to [email protected]) as soon as possible. The product must then be back with us in complete, resaleable condition, and in original packaging within a further 14 days.
All made-to-order products (i.e. those specified as having an extended lead time from our advertised norm) are non-returnable and non-refundable, as they have been manufactured specifically for your order. All made to measure products are manufactured to normal manufacturing standards with a +/-1.5mm tolerance on widths and heights. Goods will be manufactured to agreed and signed for specifications, without exception. Any costs incurred from changes made after acceptance in writing will be charged at full commercial rates. If a made-to-order product is found to be defective upon delivery, please report this to us and we can issue replacements orders.

This is on their website
As a consumer you have the right to cancel your order for any reason within 14 working days from the date of delivery. To do so you must notify us in writing (preferably email to [email protected]) as soon as possible. The product must then be back with us in complete, resaleable condition, and in original packaging within a further 14 days.

This applies to off the shelf orders.

Why should they pay for your cock up?

There's no point pushing for a refund

There's no way you'd be entitled to that.

Thank you! I’ll quote that

Thing is - they’re not made to measure or bespoke, they’re a standard size on their website not a bespoke size

🙄at you including the link

Yes that policy will apply to things of a standard design that they can take back, check over and resell. Made to measure stuff will not be refundable because it can't be resold.

Bespoke Includes items with extended lead times.

Ignore that

@Largestlegocollectionever
In that case it seems completely clear that you are entitled to a refund as long as you notified them within 14 days of receipt of the doors?
Editing to add that you did. They haven’t a leg to stand on.

But they shouldn’t have to pay or be out of pocket as I’d pay return postage - they just need to accept them back in exactly the same condition as they arrived in and then they can be resold as they’re ’off the shelf’ and not a bespoke size

So is this: All made-to-order products (i.e. those specified as having an extended lead time from our advertised norm) are non-returnable and non-refundable, as they have been manufactured specifically for your order.

And this: We’ll deliver your new doors through our professional two-person home delivery service within 3-7 working days (postcode, national bank holiday & Christmas business shutdown exclusions apply) of the order being despatched. 94.5% of our orders are delivered within this timeframe.

The link that OP has posted shows a lead time of 10-15 days which suggests the ones they ordered are made to measure so they don’t have a leg to stand on.

They have a 10/15 day lead time which suggests they’re made to order.

Why? It’s helpful for people to see that they’re not made to measure bespoke and that they’re website doesn’t clearly state no refunds at the point of purchase?

Yes I noticed them the same day they were ordered - thank you

So just to clarify - the ones you ordered are off the shelf, not bespoke and no extended lead time?

Have you read my post?

They’re these ones, (image attached) so not bespoke but do have 10-15 day lead time

@HÆLTHEPAIN
I did.
I’m asking the op to clarify.

They appear to be extended lead time, ie, more than their standard delivery, therefore made for you but to standard dimensions. I would argue that since they are standard dimensions they should be able to re-sell them, although how often they sell those particular doors may be a problem, which is why they make them to order. And how will you return them?

I’m not sure that 10-15 days is an extended lead time, as for a set of windows or doors that seems pretty normal so I had no idea it would be made to measure and non refundable.

From what I can gather online, I believe these are my rights: (Please ignore the numbering)

1. Online right to cancel
2. Under the Consumer Contracts Regulations 2013, I have the right to cancel my online order up to 14 days after delivery, even if there’s no fault, and up to 14 days to return the goods after notifying you.
3. Your own “Cancellations and Returns” terms confirm this right applies to standard stock orders.
4. Made-to-order exemption
5. The right to cancel does not apply only to custom-made or personalised items. I ordered a standard-sized set of external bifolds (2400 × 2090 mm), not a custom size or unique specification. Therefore, the “made-to-order” exclusion you refer to does not necessarily apply and does not override my legal rights.
6. Visibility of terms
7. Any contractual terms limiting refunds must be prominently displayed before purchase. I do not recall being asked to confirm or agree to any specific non-return/refund terms when placing the order. Under the Consumer Rights Act 2015 and related unfair terms legislation, any hidden or unclear terms may be considered unenforceable.
8. Right to a refund
9. If I cancel within the 14-day window, I am entitled to a full refund under consumer law, including the product cost and standard delivery. This refund must be issued within 14 days of receiving the return notice or goods.

I can return them myself in a large van as have access to one or use a courier