However put yourself in the companies position, yes it has made a mistake, we all do at some time, it's not much to post it back next time you go past the post office and allow the company to send out a replacement and refund your return postage We’ll send you a link to a feedback form. If you’ve had a damaged delivery or it didn’t arrive at all, your rights are protected by the Consumer Rights Act and the Consumer Contracts Regulations. What are your rights when sent the wrong item by an online store? Our guides can help you make a complaint. Alternatively, you can agree to a new delivery date but try to negotiate a discount. This can get kind of dicey. Items that firms send to you, but you didn't actually order are called "unsolicited goods". EU consumer protection rules ensure that when you buy goods and services in the EU you have clear information on the product or service you're buying, its price, shipping and delivery costs as well as on your rights when things go wrong.. Under the DSR you are not obliged to return the item, but must take care of it and allow the company to pick it up. Under Section 75 of the Consumer Credit Act 1974, you have rights to claim a refund from your credit card provider if something goes wrong. If the seller goes bust or fails to deliver your item you can approach your credit card company to get your money back. - Insist that they take action to resolve. It will take only 2 minutes to fill in. If you are a trader selling goods in the course of a business to a consumer i.e. Goods should be delivered within 30 days unless an alternative time period has been agreed. Maybe there is a chance that you could enlighten me a bit more: More than six months ago I spent €2000 on a musical instrument from a UK company, which was delivered to Germany. If an item is lost before it is delivered to you, it is the retailer’s responsibility. To help us improve GOV.UK, we’d like to know more about your visit today. - Remind them of their obligations to get the items delivered to you. Delivery rights. However, if the buyer bought the wrong item I would do a refund but they would have to pay the return shipping themselves. Dear Helen, I am browsing the internet for help and your “unsolicited goods” page is the closest match I could find. 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. This extra protection applies when you buy an item that costs between £100 and £30,000. If this has not occurred: - Contact the seller. My delivery or online order hasn't arrived, what can I do? The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 state that you have a right to keep goods delivered to you that you didn’t ask for. If I had sent the buyer the wrong item and it was my mistake I would refund the buyer the return P&P costs because its not the buyer fault I sent them the wrong item. Returning items during the coronavirus pandemic With many non-essential retailers closing across the UK, you may not be able to pop into your local store to return something. Check with your neighbours and around your property in case the item has already been delivered. Your consumer rights if goods are lost. If the retailer was aware you needed the item on the date agreed, you are entitled to cancel the order and claim a refund. If you keep something delivered to your address in error, and you know the item does not belong to you, then you have stolen it. Try our easy to use tool to help you understand your rights … Thank you very much! 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