Damaged online order – told I must return in store

I ordered a duvet cover from Mr Price Home online and unfortunately the item arrived damaged.

I contacted customer service to report the issue and expected assistance with either a replacement or refund. Instead, I was told that all returns, refunds and exchanges must be done in store.

This response is very disappointing considering the product was delivered to me in a defective condition and the purchase was made online. I also explained that I am currently postpartum and unable to physically visit a store, but no alternative assistance such as courier collection was offered.

Under the Consumer Protection Act, consumers are entitled to return defective goods within six months and the supplier is responsible for resolving the matter. Simply telling a customer to go to a store when the item was delivered damaged is not reasonable service.

I have already provided photos of the damaged item and my order details, yet I am still being told to return the item myself.

I hope Mr Price Home can review this matter and arrange a practical solution, such as courier collection and a replacement or refund, as soon as possible.