You can buy anything online, but a mattress? Even the boss of Rotherham-based MattressOnline.co.uk, Steve Kelly, warns against going by the description alone, since it is so subjective.
Yet that’s what Vanessa and Wayne Cox did – and when it arrived at their home in Droitwich Spa, Worcestershire, they found it was too hard.
Then they were faced with sending it back – and that’s when a dispute blew up. The Sale of Goods and Services Act compels the retailer to collect it, pay the cost of transport and make a refund if goods are faulty.
The Distance Selling Regulations allow internet buyers to return items simply because they don’t like them – but they have to cancel within seven days and pay for the return. In the case of a mattress it’s anywhere between £25 and £40 for a courier. And the Coxes would have to wrap it.
Steve Kelly said: “We are prepared to receive this mattress back but please make the customer aware this will be at their own cost and with their own courier and securely packaged.
“We should be informed within seven days in writing who they are sending the mattress back with and when we should receive it. As soon as we receive the mattress back in to our warehouse we will then pass the paperwork to accounts for processing of the refund as per our terms of sale.”