06-05-2025
I ordered a shirt online, but the shop accidentally sent me two - do I have to send one of them back? DEAN DUNHAM replies
I ordered a shirt online, but the shop accidentally sent two. Do I have to tell them?
R. E., via email.
Dean Dunham replies: When you receive goods that you did not order, they are classed as either 'unsolicited goods' or 'goods sent by mistake'.
The distinction is very important as this will dictate the legal position.
Items that firms send to you, but you didn't order, are classified as unsolicited goods. In these circumstances, the law, The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, says you have a right to keep them.
You, therefore, have no legal obligation to send unsolicited goods back to the company or to pay for them.
If you receive a demand for payment for unsolicited goods or services, you can ignore it – sending one is a criminal offence.
But it's a different story altogether if items are sent to you by mistake, which is the case here with the extra shirt.
In these circumstances the law recognises a mistake has been made and the goods remain the sole property of the trader.
This means you will have no legal right to keep the extra shirt you have received and have to either pay for it or send it back.
However, the trader's mistake should not leave you out of pocket, so the onus is on it to arrange and pay for the goods to be returned.
So, when you receive goods in error, my advice is to notify the trader as soon as possible in writing and ask it to arrange for them to be collected from you. You should provide a reasonable deadline for the collection to take place, say seven to
14 days, and tell it that after this date you will dispose of the goods or charge it storage. At this stage, depending on the value of the goods, some traders will tell you to keep the goods.
Finally, a word of warning. If you decide to ignore my advice and simply keep the goods regardless of the trader's wishes, it will be able to use a principle called 'unjust enrichment', which occurs when one party unfairly benefits at another's expense, and the law requires restitution to correct the imbalance.
It typically arises in situations where a person receives money, services or goods mistakenly or without a valid legal basis, and in these situations the courts nearly always side with the trader.
Paid builder a deposit - but he wont start work
I've paid a deposit to a builder – now he can't start for three months. Am I entitled to my deposit back?
A. T., via email.
Dean Dunham replies: It depends on what you agreed and the specific terms of the deposit. If you have a written contract with the builder, you should be able to find the answer within that.
Look to see what the contract says about the completion date and if it provides the builder with any excuses to delay.
If you have no written contract, which is usually the case, you will have to think about what was said between you and the builder in relation to the start and completion date, and what promises were made to you. Any such promises will, therefore, form an oral contract.
In the absence of a written or oral contract, the default position will be what is reasonable.
This means if you went to court over the matter, the judge would consider if it was reasonable for you to wait three months for the work to commence and if it would have changed your decision to instruct the builder had you known from the start that he could not start work for that long.
However, courts will be your last resort, especially because this route will likely take nine to 12 months – sometimes longer – which defeats the object when you are disputing a three-month delay.
You should, therefore, try to negotiate with the builder to see if an amicable solution can be reached.
As part of this, you could ask the builder to commit to new start and completion dates in writing.
Also ask him to agree a written term in the contract so that if he misses the start date, you can have a full refund and terminate the contract – and if he misses the completion date, there will be a financial penalty.
