Scenario Number 4

A tea set, ordered from a mail order firm, arrives with some items broken. It is clear that the packaging has not been adequate.

Can Jean return it to the firm and insist on a refund?


Yes, Jean should insist on a refund as the tea set was in a damaged condition when it was delivered to her. When you buy goods remotely, for example by mail order you have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means you have the right to cancel your order for any reasons within 14 days of receiving the goods. In Jean's case she will want to explain about the broken items because she will not want to be blamed for the damage, and she will also want to claim back the postage costs. Jean should consider taking a photograph of the broken items and the inadequate packaging in case there are any problems.

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