Many thanks for your patience, I am pleased to be able to continue assisting with your query now. First of all, I am sorry to hear about the issues you have experienced in your situation.
When a private consumer makes a purchase from a business seller, they have certain 'statutory' rights under the Consumer Rights Act 2015. If you wanted to refer to the legislation directly, please follow this link:
The Consumer Rights Act 2015 specifically states that there is an expectation that goods must be:
- of satisfactory quality – they must not be faulty or damaged
- as described – they must match any description given at the time of purchase
- fit for purpose – they should be fit for the purpose they are supplied for
If they do not meet the above requirements, the consumer will have certain legal remedies against the seller. So the key is whether the customer can show that any of the above grounds applied. If you had the units on display in your showroom and the customer had the chance to inspect them before ordering and you supplied the exact same units, it will be difficult for them to argue the legal requirements are not met, as long as they work normally, their quality is reasonable and they were fitted properly.
If the goods do not meet any of the above criteria, the consumer’s rights against the seller are:
1. Reject the goods and request a refund – this is known as the ‘short-term right to reject’ and must be applied within 30 days of purchase or, if later, delivery.
2. Repair or replacement – this is still an option in the first 30 days, if the consumer does not want a refund and becomes the standard options after the 30 days have passed. It is the consumer’s choice as to whether they choose a repair or a replacement. If a repair is chosen, the seller is given one opportunity to provide a satisfactory repair, meaning that if it fails, the goods can still be rejected for a refund, even after the initial 30 days have passed. Alternatively, if the consumer wants to keep the goods, they can ask for a price reduction, based on what is wrong with them. That is something to be negotiated with the seller.
If it is a case of the surroundings being different in the showroom and her home, that does not mean there is anything wrong with the units. She should have taken a sample home to see what it would be like in these surroundings and it is not your fault that this issue has occurred.
It is up to you how to proceed now, you could negotiate with her to try and reach an amicable resolution but if that is not possible then the ball is in her court and she will have to decide whether to take this further legally and pursue her case, which due to the above, will not necessarily be easy for her to do.