Need a bit of advice on returning garden furniture

[AC14MUZ]

I'll try and keep this as brief as possible.

We bought an 8 seater garden set from Billyoh and it was a flat pack. it couldn't be assembled as the chairs had all left hand pieces instead of half left and half right. After 5 different delivery attempts at getting the right parts (wrong each and every time) we gave up and now want a refund.

When the company came to collect the furniture they refused to take it as it wasn't boxed up. This has been going on for months so of course had none of the original packaging.

The items are big and would require us to buy big boxes to put it in. I asked the company to send out packaging as it is their mistake but they refused saying we need to supply this and they won't collect until we sent in photo evidence we have packaged it up to their requirements.

What exactly are my rights here? I am returning the furniture because it can't be used because they just can't seem to send out the right parts so we can assemble it.

They will only collect in a flat bed vehicle and not a van which could accommodate all the bits of the furniture properly.

I am so frustrated with this, any advice welcome!!

Just get cardboard boxes and lots of strong tape and cover the items in cardboard. You may have to use lots and break them up but they will be packaged up.

Phone the citizens advice consumer helpline, they're really good

Point out to the company that, because the items are faulty, you are rejecting the goods and you are entitled to a refund under the Consumer Rights Act regardless of whether or not you have the original packaging available. You only have to make the goods available for collection (which you have done). They have to bear any reasonable costs of returning the items (Consumer Rights Act 2015 s20(8)). Therefore you want your money back and, if they want their goods back, they must either collect the furniture as it is or supply packaging. Tell them that you will take legal action if they refuse to refund your money.

You could also point out to them that there is nothing in their terms and conditions about using the original packaging for returns so they are attempting to change their contract with you unilaterally.

Thanks all, and thank you @prh47bridge, we've sent an email off so fingers crossed they take us a bit more seriously this time.