What are your rights when sent the wrong item by an online store?

[JLCooper]

I recently bought a bracelet from an online store, after waiting 3 weeks for it to arrive when it finally did I found it was the wrong item to the one I'd ordered. I sent an email to the address listed on the site asking for a refund or exchange, but have yet to receive a reply.

I was wondering what your rights are as a consumer when something like this happens? Can the owner of the site ask me to return the item that was wrong, and if so can I claim back the postage charges I have to pay in order to send it back? Or do they have to agree to let me keep the wrong product and send my original order out free of charge?

[sara3]

lol, no! they should cover the additional cost (return postage) and send you the one you ordered.

nice idea though ;o)

[JLCooper]

sara3, thanks :)
Hah yeah I did think that would be too good to be true. Two for the price of one for their mess-up!

I'm quite worried though as it states on their site they only refund or exchange within 30 days of the purchase date, and because it took so long to get here and they don't seem to be answering their emails I don't know if I'll be in time to exchange.
Hopefully as it's their fault I should be able to, seems I'm making the effort to contact them and everything.

[sara3]

don't send it back until they have confirmed they have yours in stock, or at least sort out a refund.

best of luck :o)

[fredpuli47]

You are not asking for a refund or exchange within the meaning or intent of their terms. What you got sent was not the thing you ordered or contracted to buy ! The 'sale' was no sale of what you ordered. They won't have performed their side of the contract until they send you the correct item.

[Dodger666]

Under the Distance Selling Regulations the trader must cover all costs incurred to change the wrongly delivered or faulty item. If you don't get any joy out of the trader speak to the Trading Standards Office in the area where the trader is located.

The trader's rules do not overrule the DSRs.

http://www.berr.gov.u...doifthegoodsarefaulty