Thank you. When a person enters into a contract for work and materials, where the main focus is labour and skill, the Consumer Rights Act 2015 says that the work must be carried out with reasonable care and skill (to the same standard as any reasonably competent person in that trade or profession)
In addition, any information exchanged in communications between the parties, whether written or verbal, is binding if the consumer relies on it. This will include quotations and any promises about timescales or the results to be achieved.
If there are problems with any of the above, the customer will have certain rights:
In the case of substandard work - the trader should either redo the parts of the work which are inadequate or perform the whole service again at no extra cost to the customer. This must be done within a reasonable time and without causing significant inconvenience. If this is not possible, they can claim a price reduction, based on the severity of the issues. If you refuse to resolve the matter or your attempts to do so are unsuccessful, they can consider getting someone else to rectify the issues and either deduct these costs from the total owed to you, or pursue you for any extra costs that have been incurred.
Whilst the customer has the right to expect a repair or replacement, if these have been unsuccessful, they can eventually reject the order for a refund under the same Act. At the moment it appears there are small disagreements as to what is wrong with the goods and it is basically your opinion against theirs.
In some ways the easiest thing would be to let them keep the £350 and state that this is sufficient compensation for the issues they claim to have experienced and that you will not be refunding them any further.
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