Online Shop Selling "Substandard Furniture" Ordered to Refund Customer
Mr. Tian recently won a legal battle against an online furniture seller after discovering that the custom-made solid wood furniture he purchased had serious quality issues. The case was recently concluded by the Tongzhou Court, which ruled in favor of Mr. Tian, ordering the merchant to return the goods and refund the full purchase price.
On November 1, 2013, Mr. Tian ordered four pieces of custom solid wood furniture from an online shop. These included a Mediterranean-style double-sided louver coffee table, an American country-style bedside table, a Korean garden wardrobe, and a two-tier children's bed. The total cost came to 11,000 yuan, with the seller promising to cover delivery and on-site installation fees.
Upon receiving the furniture, Mr. Tian discovered several major problems. The items were not made to the specified dimensions, and there were significant quality defects. For example, the wardrobe door would not close properly, the bedside table drawer jammed, and some wooden panels were warped and cracked. Frustrated, he immediately contacted the seller in Suining County, Jiangsu Province, to request a return, but was told that custom-made products could not be returned.
The seller claimed the damage was due to transportation and therefore not their responsibility. Regarding the size discrepancy, they offered to return the furniture if Mr. Tian covered the shipping costs. After multiple failed negotiations, Mr. Tian decided to take legal action. He demanded a full refund of the 11,000 yuan, as well as compensation for additional expenses such as delivery, installation, and lifting fees totaling 12,925 yuan, plus 6,900 yuan in rental costs for the furniture still occupying his space and 2,000 yuan in liquidated damages.
The furniture factory was summoned to court multiple times but failed to appear, leading the court to proceed with a trial in absentia. The court ultimately ruled that the furniture did not meet the agreed-upon quality standards and supported Mr. Tian’s request for a full refund of 11,000 yuan. Additionally, the court ordered the seller to compensate Mr. Tian for the 600 yuan in installation fees and 400 yuan for lifting the furniture, as these were considered necessary expenses incurred during the purchase.
Regarding the return process, since the buyer and seller were not located in the same city, the court decided that the furniture factory should arrange for the pickup of the items rather than requiring Mr. Tian to bear the return costs. This ruling highlights the importance of product quality and transparency in online shopping, especially when dealing with custom-made goods.
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