My suite deal is going sour

I ordered a suite online after being sent fabric samples in the post. When it arrived, it was nothing like the colour I’d chosen. The manufacturers say I have to pay return delivery to have the suite replaced. Is this right? If the sofas are not as described, which seems to be the case here, the firm must collect for free and offer you a refund or replacement. If you made a mistake with the colour, you can still request a replacement or refund (you have a 14-day cooling off period with mail order) but are likely to have to pay the courier charge.

But a week before the trip, her son took ill with food poisoning and ended up in hospital.

She was insured to the hilt and promised Stevie, 13, who has irritable bowel syndrome, they would rebook for next year.

But she called me in when she couldn’t get her cash back. Janey, 40, who is married to Stephen, 47, said: “I’d paid £2460 for theme park tickets and returned them to the supplier for a refund using a Royal Mail signed-for service. But the package was raided and only four of eight tickets arrived.”

Then Janey, of Viewpark, near Uddingston, Lanarkshire, couldn’t get a settlement from Insure & Go. She said: “We’ve never been to Florida. But we can’t go if we don’t have the money.”

Royal Mail said the signed-for ser v ice only of fered £ 50 compensation but paid £350.

Insure & Go apologised and sent a cheque last week. They said: “We’ve been liaising with the family closely. Their claim was fully settled, as per their policy.”