John Lewis refusing to refund an item that doesn't match their description when bought

[voileshopper]

I'm wondering if anyone can help.
We bought ready made voile curtains from John Lewis. We knew they were too long so had them shortened when they arrived.
When we went to hang them they were not wide enough - approx 6 cm shorter than the width that is stated on their website.
John Lewis say that because we had them shortened it's tough - they won't replace or refund even though the product does not match the description when purchased.
Is this correct or do they have a duty to refund?

My arms aren't wide enough to hold them up to check the width!

Only one window is too wide and they have now agreed to send out another curtain, and we will return one. We will measure it carefully before we have the length altered. dh reckons it's possibly a packaging error as the curtains do come in different widths.

Best to pick up a tape measure than use your arm width though.

I bought some boots for DS from JL back in September, he wore them once and the colour looked like it had rubbed off, I emailed JL with photos but they said “wear and tear”, after several emails they eventually gave me my money back, said not to return the boots and also gave me a £15 voucher! Keep complaining, they were not as described or fit for purpose. I escalated my complaint to the head of customer service after no joy from cs.

You accepted them then altered them. You can't therefore return something you altered

'Best to pick up a tape measure than use your arm width though.'

Adorethebeach - My post was responding to gamerchick's suggestion of holding them up to the window to check the measurements.

lemoncakeisdelish - look at the link provided above by IMOGEN. Under the consumer rights act items must match the description provided when purchased.

The issue is hopefully solved now.
We will need to pay to have another curtain shortened but that's preferable to buying another complete set.

namechange fail but never mind!

I don't think it matters in this case whether or not you have altered them. If you were just saying you had changed your mind and didn't like them then of course you could not take them back after altering.

However, these were not as described so therefore you should be able to get a refund regardless similarly to if they were faulty. I would take them back into a shop and ask to speak to a manager.

My arms aren't wide enough to hold them up to check the width!

But there is more than one of you in the house isn't there? Take an end each type of thing.

It's a bit like buying trousers and shortening without trying them on. They should be as described, but I would never alter something without checking it was right first. After reading your update I think they were quite generous actually.

I'm another one puzzled by voiles that stretch taught across the window. Where 6cm makes them unusable. I buy voiles 1.5 times the window and some curtains are double the window. If it was a blind I could understand.

I agree with Diana, curtains should be 1.5 times the window width. So a few cm would make little or no difference.

Can't you just use them. You've already paid to shorten them. Isn't there flexibility in the width

I'm not sure you have a case here. Although they are not as described you're not returning them as purchased or in a saleable condition. I think since you've altered them they do not need to accept them back or replace them.