We had planned to complete a Kitchen renovation pre Covid 19.
I ordered a sink and tap through a large retailer, paying a deposit, it was unable to be collected at the time and was ordered in.
I have spoken to the Salesman today as we are unsure whether the renovation will proceed and they advised that there will be a 20% restocking fee. Despite the fact that the product is brand new and has never left their showroom.
Can anyone advise on the consumer law in relation to this?
It must be clear what the restocking fee is on the invoice or receipt however.
Regardless this is clearly change of mind so OP has no recourse.
was ordered in.
has never left their showroom.
It wouldn't be in the showroom without your order. Yes it was a special order, this circumvents any standard returns process.
Even if it wasn't a special order, the product has been purchased. The retailer doesn't have the rights to sell the product to anyone else unless they can have another available for the customer.
But but cOnSuMeR lAw!!!!!11!!One
Oh god. That's a pegaxs thing. Let's keep it that way.
In this case the retailer should get cOmPeNsAtIoNz!%#*£
You entered into a contract with the company and changed your mind for no good reason.
The store ordered the sink and tap from their supplier who will also charge the store a restocking fee, and they may insist the store still takes delivery and pays them them the full amount.
20% restocking fee is reasonable, 25% is more common, looks like you are stuck with it.
The best you can expect to achieve is a store credit of 100%, if you contact the store and ask them very nicely
It's not a matter for consumer law - restocking fees are not illegal.
I too would be annoyed at having to pay 20% restocking but think about the cost of ordering in and having to take back to the warehouse.
Options:
Take the product and continue with the rennovations (albeit the time delay re: COVID-19)
Ask nicely for a discount on the re-stocking fee (i.e. 10-15%)
Ask nicely for a store credit
Can anyone advise on the consumer law in relation to this?
Nope, restocking fees are normal and fully legal.
You did do a 'special order', so I agree with the restocking fee if you want to 'return' it.
We had planned to complete a Kitchen renovation pre Covid 19.
Then I'm sure you will be doing this kitchen update at some point in the future, so buy the sink and store it till then, or eat the 20% loss if you never plan to do the kitchen again.
Try the same thing after you order a coffee, that's your answer.
Just pay for what you ordered and do the reno next year.
It's quite common, it happens to some retailers.
Lesson: actually start the project before buying ‘parts’.
I think a 20% restocking fee on a custom order is completely fair & it may be that the company your referring too ends up taking a loss regardless.
I had a friend who worked for a kitchen supply company & many times they would be left with custom orders when for whatever reason the client decided to pull the pin. These high end units in particular were shipped in from Italy & the supplier would not accept restock for change of mind, so the local kitchen supply company importer got left holding the bag.
The kitchen appliances/fittings would end up selling at bargain basement prices as the local kitchen supply company tried to recoup losses. This in combination with clients holding up payments & a decline in the premium market lead to climbing debt & the eventual bankruptcy of the business.
So no, I think a 20% restocking fee is reasonable.
The retailer have the right to charge a restocking fee for a change of mind.