Some leather sofas have even had the leather peel off completely after using the kit provided!
What’s even worse is that retailers are then blaming the damage on sunlight. Our users are adamant that they’ve stuck to the instructions – in fact, we’ve heard from multiple people who’ve had the damage assessed by the retailer, only to get conflicting reports on the damage.
Your rights when it comes to faulty goods are clear. The Consumer Rights Act says that if you buy a faulty item, you can return it within 30 days for a full refund. Outside of this time limit, the retailer is allowed to offer you a repair or replacement.
You aren’t entitled to a refund if you’ve bought something that was described as faulty when you bought it, or if you’ve damaged the item yourself.
If you return the items within six months, the burden of proof is on the retailer. They have to demonstrate that the items weren’t faulty when you bought them.
You should expect a retailer to get an expert to check things out. However, there’s nothing stopping you from doing the same thing.
If you’re having problems with a retailer, get in touch via Resolver. You might have better luck! If you don’t get anywhere by talking to the retailer directly, you might be able to escalate your case to the Furniture Ombudsman. They can only take on cases if they’re about items bought over three months ago or if you’ve had a final decision from the retailer.