I bought some made to measure window blinds from an online retailer. They make it clear they cannot be returned if the purchaser gives the wrong measurements, so I followed their measuring guide to the letter.

When they arrived the blinds themselves fit perfectly, but the fixings that hold the blind do not fit the recess I have. These fixings or their size were not mentioned in the measuring guide or anywhere else on the site.

I have asked for a refund but they say they can't be returned as the blinds are made to measure. I said I wasn't to know the fixings would be bigger and not fit, and they said I should have expected they be bigger in order to hold the blind.

They have offered a discount on an alternative blind which would fit better, but no refund on the initial purchase.

They also pointed out I'd ordered a similar blind before and so should have known about the fixings, but I didn't fit that blind myself, and the window it was for wasn't so shallow, so such an issue never arose and I've never even given it a thought.

Obviously I wouldn't have bought blinds I know couldn't fit - what would be the point?

Where do I stand, in terms of returns?

Thanks.

you bought them online

under cra you have 14 days to return them and get a full refund

they cant argue

Most blind companies advise on their websites......the difference between fitting recces and surface mounted and ask this question before you can input the measurements...was this offered ? or did you not see it ?

Andy

you bought them online

under cra you have 14 days to return them and get a full refund

they cant argue

I don't believe that applies to custom orders like this where the product was made to customer supplied specifications/measurements rather than an off the shelf item.

Glad to be wrong but I've always been under the impression that's the case.

@dx100uk - I'm out of the 14 day window sadly. Actually their T&Cs state made to measure products are exempt from the Distance Selling Regulations '7-day window'. I don't know whether to tell them this act has been superseded for several years now.

@Andyorch - No, there is no such mention on either the purchase page, the size input page, the measuring guide or in the T&Cs. They only talk about the size and tolerance of blind slats themselves (which I was spot on with).

Then they are at fault.....sizes for recces and surface mounted are completely different.

Then they are at fault.....sizes for recces and surface mounted are completely different.

Sorry Andyorch, I mis-read your question. They do indeed ask if you want recess or surface, but I'm pretty sure the fixings are the same ones supplied in either case (it's the blind width that's adjusted).

But my point still remains, no details of these fixings (or advice on their size) is given anywhere.

well, the blinds are perfect but their fittings are faulty. This is the part that you want to return, it is the part they determined was correct, not you so they should send you slightly smaller ones (assuming that a smaller fitting will still suspend the blinds correctly. Let them know that there is nothing to indicate that allowances shoul be made for this in their measuring guide and you DIDNT specify the size they should be, just the blinds. If they realise that you arent going to just go away they should cut thier losses and make new fittings (if that is practicable) Give them this chance to make godd and then send a lba for selling goods that are not of merchantable quality (again, it is their fittings that you say are faulty)

Sorry Andyorch, I mis-read your question. They do indeed ask if you want recess or surface, but I'm pretty sure the fixings are the same ones supplied in either case (it's the blind width that's adjusted).

 

But my point still remains, no details of these fixings (or advice on their size) is given anywhere.

No its the height thats affected..yes the fixing are the same...but the opening is different ...the company I have used a lot for over 20 windows for family and friends... they adjust the height to allow for the track to fit in the recess...where as surface mounted is not adjusted.

Because you are fitting into the the window recess they ask for the height (window ledge to plaster approx and then they knock off the depth of the track plus a few mill for hang.....with surface you can fit track to any height if the blinds are slightly long..(like curtain rail track and curtains)

So first question on the company I use to order from ...recces or surface mounted.?