Retailer or manufacturer liable for refund on cancelled kitchen item?

[AnonSugar]

Hi, I purchased a kitchen in 2025 through a kitchen retailer (small family company).

One of the items for the kitchen was £900 and I was invoiced by the retailer and paid this.

They then came back to me and said the manufacturer had increased the price and it would now be £500 more. I told them to cancel it and I would purchase from another brand.

Long story short - apparently the item was sent for delivery (to the retailer company address), was delivered to “someone” named Paul and the retailer had never accepted a delivery. So the item is missing.

I have been asking for a refund of the £900 for the past 5 months and still keep getting fobbed off.

Who is my contract with? Is the retailer liable to provide me the refund?

Can I take this to the Small Claims Court?

Your contract is with the retailer, and yes you can take it to Small Claims. Good luck

You have the contract with the retailer, so they should refund you.

Yes, I think you can take them to the Small claims court. You have to send a tracked letter first, requesting the money, and have a paper trail of all correspondence, receipts etc. It’s actually quite an easy process to do online. There are fees to pay, and if you win, they get paid by the other party. It can be settled without seeing a ‘real’ court through this process.

Please note, that the process only proves that they owe you the money. They still may not automatically pay it. However, through the process , you can escalate it to the bailiffs, who will be tasked to obtain your money.

How did you pay ? Could you do a charge back on your card ?