I placed an order with Wandahome and…
I placed an order with Wandahome and paid a £2,500 deposit, with my existing caravan offered as a part exchange.
The part exchange was valued without any physical inspection, and at no point was I advised that this valuation was provisional, subject to inspection, or liable to change. The value was presented as part of the agreed transaction.
The only reason I was unable to proceed with the purchase was that my part-exchange caravan subsequently suffered flood damage, which was entirely outside of my control. Once this occurred, it was no longer possible for me to continue with the transaction.
My concern is how this process operates in practice. A blind part-exchange valuation is given, yet if the transaction later cannot proceed — whether due to inspection issues raised later or unforeseen circumstances — the customer is placed in a position where they cannot continue but still lose their deposit.
In my case, Wandahome initially offered a refund of £675, which was later increased following further correspondence. The matter was ultimately settled with a refund of £1,250, meaning £1,250 of my deposit was retained.
Over an extended period, I repeatedly requested a clear breakdown and evidence of the losses Wandahome claimed justified retaining this money. Despite numerous written requests, no breakdown, calculation, or supporting evidence was ever provided. I was advised that the complaints procedure had been exhausted and the position would not change.
I accepted the reduced refund solely to bring the matter to a close, not because the deduction was transparently explained or substantiated.
From a customer’s perspective, this is an extremely one-sided arrangement: a part-exchange value is agreed without inspection, the transaction later cannot proceed in practice, and a substantial deposit is retained without any demonstrated loss. I would strongly advise prospective customers to fully understand this risk before committing.