It's always disappointing when an ordered products arrives faulty, broken or not as described. However, it can be even worse when the product was intended as a gift for someone else. The Guardian has recently written about problems people have had when ordering flowers online. Complaints range from bouquets arriving wilted, wrong orders being delivered or flowers not turning up at all.
However, if you find yourself in this situation you may be protected under the Sale and Supply of Goods Act 1994 and therefore may be able to claim your money back.
The article explains, "If you order flowers, just as with any other goods, you are covered under the Sale and Supply of Goods Act 1994, commonly known as the Sale of Goods Act, and its rules mean you have a form of redress, including getting all your money back, should things go wrong. These rules state that items must be “of satisfactory quality, fit for purpose, as described and last a reasonable length of time”. This means that if your flowers arrive and they are dead or not as pictured, you can insist on a full refund, including the cost of delivery".
It's also worth remembering that orders made online or by phone come with additional rights under the Consumer Contract Regulations.
The first step towards a refund or compensation is speaking to the retailer. The Guardian says, "Call the company and state your reasons [for asking for a refund]. If that doesn’t work, write a letter of complaint. At the very least you’re entitled to a full refund including the cost of delivery".
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