CEX/WEBUY Refusing to Refund

CEX are truly dreadful.

I bought a computer chip from them and it turned out to be defective. I returned it to the shop where I had bought it and was told a lot of nonsense, so I left it with them, sent an email, and also contacted my credit card provider. The card processed a refund before I even got a reply to my email to CEX, although they did later reply agreeing to a refund.

In this situation you are protected by distance selling regulations: you did not accept the item and so are entitled to a full refund. That is really all that you need to say to your card issuer. You should also inform CEX that you are arranging a refund. A separate matter: they allege that you were negligent in the way that you treated and packed their laptop, and so you should invite them to make a separate claim for this. They would need to demonstrate that the computer was in working order at the time you received it in order to get anywhere with this.

jamesmd wrote: »

Payment was made by Debit Card (Natwest Visa).

In that case contact your bank and ask them to do a chargeback with the reason "item not as described".

However I would also try and contact someone in the bank to give them the full background so that the bank are able to respond if CEX dispute the chargeback.

If the bank either refuse or reverse the chargeback then ask for a copy of their complaint procedure and complain that the bank have denied you a chargeback unfairly. If the bank don't resolve your complaint to your satisfaction then complain to the Ombudsman.

See the following for more details:

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback