Soapbox

Padstowe, I guess you will have paid for the purchase by VISA or some similar purchase Credit/Debit Card.

Therefore, talk to the Credit/Debit Card company. While I'm not conversant with what rights you have, they should be able to aadvise you.

i've got to say, EB have been excellent for me every single time.

i have bought from them online, on the phone and in store and they are a good bunch, most of whom know what they are doing i think.  most stuff has arrived in two days at the most.

when i bought my boots from there, they told me to wear them for a month and bring them back (unsoiled of course) if i wanted i different boot or size. i dont know if all companies do this, but it was nice.

another good thing is a good few of the staff know their stuff and are into the sports they advise on. it makes a difference from a lot of staff (especially down south) who don't really have a clue. to be honest, i cannot recommend this shop enough.

it is always best to speak to someone on the phone if you cannot get to the shop in person to confirm all the details no matter what you are buying from anyone.

i prefere to pay more or travel than buy online unless i know the service is excellent when buying online. 

i guess your situation shows that even the best companies can make mistakes.

 "You have the rights to cancel if you can send us written notification
that you would like to do so within 7 days. This can be done either by
email or by letter.

This will enable us to refund you the whole order including the £6.00 postage"

i think you will find this is before the order has been posted.

i think the distance selling regulations set out in some new framework by the EEC reconfirm UK laws to do with ammendments to the sale of goods and services and e-commerce laws, explecitly state the seller/supplier has the right to deduct/withold the cost of carriage/postage.

again, it's all just part of the risk we take when we purchase online.

i can understand why you are peeved off, i would be too. but it's best to try to follow the cautionary advice some others have given.

try not to be too harsh on EB, they are very good company.

Er, if you believe that a company who advertises one garment on their website then sends out a older garment than advertised, who then refuse to pay for the return postage on their mistake, a good company! What would you call a bad company?

edit: I see that they have changed the write up that they now give for the Men’s Couloir Hooded Jacket , but they still have kept the picture of the current model!

> just goes to show they are prepared to go the extra mile.

I'd say it's not the extra mile; it's what they should have done in the first place.  Assuming Padstowe's report is accurate, if the goods aren't as described (and that includes being an old model), then they're at fault, and the customer shouldn't lose out due to the vendor's error.

Well done Ellis Brigham!!!

...I've always thought them to be a great company to deal with, and it comes as no surprise that they've resolved the situation which I'm sure was just a misunderstanding anyway.

(printable discount vouchers can be sent via email, I'm not fussy)