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515 posts

Ultimate Geek

# 209178 16-Mar-2017 13:37

Hi Guys,

So my mother has been looking to purchase a lounge suite for a while and just so happens she bought a suit yesterday. The only problem is I bought her one and had it delivered to surprise her for her birthday which she found out when she got home (so my lounge is already delivered).

Now seeing as she bought the lounge yesterday she called PK Furniture this morning and told them the story and asked them to cancel the ordered. The sales representative said we can't give you a refund but you can have store credit.

According to there website they offer a full refund on prior to delivery.

Click to see full size

So not sure what to do at this stage. I called them so many times but failed to get through. I did email them also.
I had a look on google for reviews and what a surprise this was. Going by the reviews I don't think the store will play ball. Now the lounge was $1000 which isn't a small amount of money.

Click to see full size

According to the

Click to see full size

The above is fine as they do have a return policy based on there website.

The purpose of this post is to see if I am right and or did I miss something.


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15012 posts

Uber Geek


  # 1740292 16-Mar-2017 13:46
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Some of your images are unreadable, and you could provide a link. Print the pages to PDF and paper. Go into the store. If you have no luck, small claims.

515 posts

Ultimate Geek

  # 1740323 16-Mar-2017 14:06


Some of your images are unreadable, and you could provide a link. Print the pages to PDF and paper. Go into the store. If you have no luck, small claims.

I thought that image would retain its dimensions, guess not.


1676 posts

Uber Geek


  # 1740324 16-Mar-2017 14:09
2 people support this post
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Seems pretty clear, she is entitled to a refund





Cancellations and Refunds


Q. What if I wish to cancel my order before delivery? (Refunds, Returns and Exchanges)


If the goods have not been delivered, we are happy to accept your cancellation. All you need to do is to call 0800 PK HELP or e-mail us your details. Once we acknowledge receipt of your cancellation, you will receive the full refund by the same method as your original payment. A cancellation notice, together with your receipt will be sent to you via email.


We regret we are unable to accept the cancellation of the order if the product is customised or made to order.


Returns and Exchanges


Q. What if I don’t like it after it’s been delivered? (Refunds, Returns and Exchanges)


PK Furniture wants you to love your new furniture. If you find it doesn't fit (or doesn’t match) contact us as soon as possible.


If the goods have not been delivered, we will happily exchange for goods of equivalent value at no charge.


If the goods have been delivered and you contact us within 30 days of delivery, we will happily exchange your goods for goods of equivalent value.   You will be responsible for all transportation costs, but we will do all we can to minimise those costs.  If you would prefer a refund, we will arrange this for you, less the cost of delivery and pick up. Our 30 day Satisfaction Guarantee applies only to purchases made on our website to ensure you can buy confidently. For purchases made from one of our stores, please contact the store you purchased from.


And please remember, exchanges or returns are only available where the product is returned in a like new condition.  Products that have scratches, stains, damages, drilling or any other modifications will not be returnable.


2000 posts

Uber Geek


  # 1740325 16-Mar-2017 14:10
One person supports this post
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Step 1 - go to the store in person with a copy of the purchase agreement/receipt, PLUS a copy highlighting their policy about returns prior to delivery. If they waver at this point, say you appreciate that a reasonable administration fee is acceptable.


IF they definitely balk, take note of store Manager's and whomever you talked to names, the date, time, and prepare a clear written record of what transpired and who said what.  Remain calm, do not argue or swear or threaten social media comments etc etc undecided 


Say thanks for their time BUT that you will have to seek independent advice.


As timmmay advises, seek mediation in Small Claims Tribunal.


Good luck.



611 posts

Ultimate Geek

  # 1740327 16-Mar-2017 14:15
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Was this purchase online or in store?


The terms on their website regarding refunds etc seem to only apply to online purchases.

515 posts

Ultimate Geek

  # 1740331 16-Mar-2017 14:23
2 people support this post

Just had a long conversation with there customer service department and they will process the refund. All sorted.

2000 posts

Uber Geek


  # 1740334 16-Mar-2017 14:29
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To quote Bill Spearshaker ... all's well that ends well sealed



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