They are disputing it.
To verify more details and just checking that I dont waste your time:
I am a uk based ltd interiors business
my client is in Austria
the rug she ordered, she saw on a newspaper
I contacted the french company and was put in contact with their english agent
the client wanted to receive an image produced of the rug onto the floorplan of the room and a real sample to be able to approve the rug
the image on the flooplan was completely different in colours and was missing the background blue. when asking back then, they explained and wrote in an email that the image was jsut to show the scale of the rug and its pattern and not representing colours. I should therefore not be alarmed.
The real sample my client received does show clearly the background colour.
As my client was unhappy with the image produced on to the floor plan, and the company was unable to reproduce another image- I organised someone to jsut copy it to the floor.
We now had 2 images: 1 true to the scale and 1 true to the colours plus the real sample.
I ordered the rug on the basis that the colours would be truthful to the original rug, hence the image of the catalogue and the real sample they have sent.
I have all email contact. Despite the proof of emails, they claim that the image they produced was not representative of colours and therefore the blue is ok to be missing...
I realise that I have to go to see a lawyer maybe. but I have no clue where to turn to.
Thank you for your help.