On July 22, 2017: I placed an order of 2 solsta tub chair covers on July 22, 2017 for gbp75 including shipping. Vendor sells funiture covers for ikea furniture and other items. This is an off the shelf item and vendor website claimed to have "In stock." There was another line on the item description that said that it could take up to 21 days to ship. Since the item was listed as being "in stock", I did not get the impression that I would have to wait 21 days. I placed the order and received a transaction confirmation but no indication on when I could receive the item.
Another warning sign is that there are no pictures of the item on the website so we do not know what it looks like or anything up close. The only picture advertising these sofa covers was one picture of the furniture colored in the color.
On July 25, 2017, I inquired about when I would be receiving the items. [continued below]....
..... The vendor (Cathy, likely the owner) responded that it would take 21 days because items were "made to order only" and "that is why we are always so busy." Cathy gave me the option to "upgrade" to express service for an extra gbp25. Well, I did not want an item that was made to order - that is not what was advertised nor what I had in mind when it said it was "In Stock" and did not wish to wait 21 working days for delivery so I asked to cancel the order and asked for a refund. I read some reviews on etsy that said that there were quality issues with the item and they looked cheaply made so I did not want to take chances especially if I did not see the pictures.
It starts getting dodgy as Cathy said that the refund would be processed based on the T&C and that it would be subject to a 30% "restocking fee." She gave me the option to continue with the order and "upgrade" to the express service for extra. Since the item had not been made, I could not see how there was a restocking fee. She said it was to cover the materials which were purchased. At this point I realised that she did not want to give me a refund and the company was dishonest.
The T&C which I took a screenshot said that there was a 20% restocking fee on returned items, not 30%. The next day she offered to refund me and only charge me 20% restocking fee which was still against the T&C. Later I noticed the T&C was changed to say that there was a 20% restocking fee on cancelled orders. If they were so busy, how did Cathy have time to change the website T&C retroactively? Luckily I took a screenshot of the original T&C. Hipica Interiors have no right to keep any of my money neither legally or based on their own T&C.
I still do not have the refund. It has not been processed. I filed a formal complaint and contacted my credit card company to get my money back. I wish to warn everyone about this company. It is Misrepresenting what they offer, the do not show any pictures of the item and pressure you to "upgrade" to the fast service and once you hand over the money, there is no getting it back without a fight..