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“Call Ideal World to make your complaint”

written by Shyann250 on 27/04/2015

I recently purchased a Karcher pressure hose from Ideal World after seeing the product demonstrated on their television channel but had to cancel as the product was in fact a duplicate purchase.

Despite telephoning the recommended number on the sales invoice(which connects to sales staff in India)to cancel, I discovered that IW had a cancellation policy which required me to receive the product first and then arrange for a return of the product before they could re-arrange a refund. This struck me as a waste of time and unsatisfactory since, with other companies such as Amazon, cancellation can be agreed after ordering so long as the product has not already been dispatched (which IW confirmed was not the case with my order).

Subsequently, I contacted Peterborough Trading Standards who gave me the following advice which you might find informative:

1. All customers have 14 days to change their mind about products ordered under the Consumer Contract Information Cancellation & Additional Charges Regulations (2013).

2. Ideal World are required by law to provide cancellation procedures on the order confirmation email - which they did not do.

3. Cancelling an item does not mean the same as receiving the item first and then having to send it back afterwards, as is Ideal World's apparent customary practice - this runs counter to the rules of the 2013 legislation.

I finally managed to cancel the order by contacting the Peterborough Office only by tracking down a telephone number which is not included on the order details and speaking to their UK-based Customer Services