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

Sooooo sorry, I’m a bit foggy at the minute (thanks CFS and peri), hence my confusion! If these weren’t a bespoke size then yes, you are right. In order to be exempt from the 14 day cooling off period, they would have to be made to your specific measurements and not just made to order from a choice of pre set measurements, which these seem to be.

If that is the case, I’d probably email them again setting it all out and quoting the legislation. I think it’s the Consumer Contract Regulations now. Give them a time to reply and if they still won’t budge you could either send an ‘official’ Letter Before Action telling them you will proceed to small claims, or you could try your credit card provider to claim it back.

Thank you so much! Your advice is much appreciated :) and not foggy at all 🤣

Sorry, I don't know why I thought they were bespoke

I think I might need an early night!

@Largestlegocollectionever

I followed your link and proceeded to check out. Whereupon I get this ...

By proceeding with this purchase, you are agreeing to our terms and conditions. You accept that your basket contains one or more good that is made-to-order (items specified as being on a lead-time), and that the order cannot be cancelled, amended nor the goods returned, after an order has been placed.

Your argument that the T&C were hidden is therefore negated because the link is there. Additionally, it clearly states this product cannot be cancelled or returned after being placed - regardless of the size, this isn't a stock item.

There was no guessing about lead time required, it was clearly stated this door was non refundable.

I'm afraid OP it's a very expensive mistake in 1) checking measurements carefully and 2) reading all the small print in the checkout process before entering payment details.

Made to order and bespoke can be different and their t&cs don’t supercede consumer rights.

Edited to add - that’s what got me confused at first.

Custom made items are exempt from refunds.. found out the hard way when I got the measurements for my bedroom blind wrong!
Couldn't afford to replace so I use a thick sleep mask instead!

https://www.legislation.gov.uk/uksi/2013/3134/regulation/28

@Largestlegocollectionever couldn’t sleep so found this. These are the exemptions from returning. Just in case it helps. Section 28 b is the relevant bit.

The windows you ordered were not made to your specifications or clearly personalised as I understand it.

If they are made to measure it is a difficult one. It was your mistake. And it does seem they are made to order if even if they are a standard size. Maybe you have a claim through your credit card company.