It places an obligation on the retailer to provide service, not necessarily to do it in house, they are perfectly within their rights to sub contract or assign that service to another organisation.
You are making the assumption that company policy is trumping consumer law. That has not been established in this circumstance.
Quite. Think stamps. If you sent two letters of different sizes therefore costs to the same address, but swopped the stamps over, would it be the PO's fault if they charged you excess?
HomeOwnersHub website is not affiliated with any of the manufacturers or service providers discussed here. All logos and trade names are the property of their respective owners.