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  • FIRST POST
    • moneytroll
    • By moneytroll 13th Jun 17, 11:43 AM
    • 148Posts
    • 22Thanks
    moneytroll
    Can't get a refund
    • #1
    • 13th Jun 17, 11:43 AM
    Can't get a refund 13th Jun 17 at 11:43 AM
    Not sure where to post it. I bought a plumbing item just over 30 days ago online but because my plumber couldn't come and determine that we din't need it after all, I couldn't return this item within the shop's 20 day return policy period. I purchased it with a visa debit card and there doesn't seem to be a refund protection policy (as there is one with the credit cards, for 90 days I believe).
    Is there anything else I can do to get a refund? The shop won't allow me to return it.
    It's a bit of an obscure item (thermostat for heating) and I am not sure anyone will buy it on ebay. But it was not inexpensive (around £150) and seems a waste to just throw it away.
    Grateful for any suggestions.
    Thanks, mt
Page 1
    • Alter ego
    • By Alter ego 13th Jun 17, 11:48 AM
    • 1,962 Posts
    • 1,887 Thanks
    Alter ego
    • #2
    • 13th Jun 17, 11:48 AM
    • #2
    • 13th Jun 17, 11:48 AM
    Sorry, nothing you can do if the item is not defective.
    Ignore me if you like, it's not the real me anyway.
    • angryparcel
    • By angryparcel 13th Jun 17, 11:55 AM
    • 756 Posts
    • 422 Thanks
    angryparcel
    • #3
    • 13th Jun 17, 11:55 AM
    • #3
    • 13th Jun 17, 11:55 AM
    Not a lot you can do as The Consumer Contracts Regulations states

    'Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. '

    so you are stuck with it. so try and sell in on local facebook selling groups or ebay are you only options
    • wealdroam
    • By wealdroam 13th Jun 17, 11:56 AM
    • 18,382 Posts
    • 15,259 Thanks
    wealdroam
    • #4
    • 13th Jun 17, 11:56 AM
    • #4
    • 13th Jun 17, 11:56 AM
    Not sure where to post it. I bought a plumbing item just over 30 days ago online but because my plumber couldn't come and determine that we din't need it after all, I couldn't return this item within the shop's 20 day return policy period. I purchased it with a visa debit card and there doesn't seem to be a refund protection policy (as there is one with the credit cards, for 90 days I believe).
    Is there anything else I can do to get a refund? The shop won't allow me to return it.
    It's a bit of an obscure item (thermostat for heating) and I am not sure anyone will buy it on ebay. But it was not inexpensive (around £150) and seems a waste to just throw it away.
    Grateful for any suggestions.
    Thanks, mt
    Originally posted by moneytroll
    Stick it on ebay.

    If you price it right, it will sell.
    • pinkshoes
    • By pinkshoes 13th Jun 17, 12:44 PM
    • 14,968 Posts
    • 20,317 Thanks
    pinkshoes
    • #5
    • 13th Jun 17, 12:44 PM
    • #5
    • 13th Jun 17, 12:44 PM
    I'll have it!
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
    • RoonilWazlib
    • By RoonilWazlib 13th Jun 17, 1:28 PM
    • 115 Posts
    • 74 Thanks
    RoonilWazlib
    • #6
    • 13th Jun 17, 1:28 PM
    • #6
    • 13th Jun 17, 1:28 PM
    I purchased it with a visa debit card and there doesn't seem to be a refund protection policy (as there is one with the credit cards, for 90 days I believe).
    Originally posted by moneytroll

    Just to clarify for future, there is a degree of protection with a debit card as well however it is not backed by legislation so it is not as strong as credit card protection.


    Neither would apply for a 'change of mind' though.
    • moneytroll
    • By moneytroll 13th Jun 17, 2:35 PM
    • 148 Posts
    • 22 Thanks
    moneytroll
    • #7
    • 13th Jun 17, 2:35 PM
    • #7
    • 13th Jun 17, 2:35 PM
    Just to clarify for future, there is a degree of protection with a debit card as well however it is not backed by legislation so it is not as strong as credit card protection.


    Neither would apply for a 'change of mind' though.
    Originally posted by RoonilWazlib
    When you say "change of mind", how does it reconcile with the 90-day refund protection guarantee of a credit card? (for future info).

    You mean you can only return the item if it's faulty etc? I thought that was different with credit card and the way it is phrased, seems that change of mind within 90 days is perfectly reasonable excuse.
    • unholyangel
    • By unholyangel 13th Jun 17, 2:48 PM
    • 10,857 Posts
    • 8,113 Thanks
    unholyangel
    • #8
    • 13th Jun 17, 2:48 PM
    • #8
    • 13th Jun 17, 2:48 PM
    Just to add, if the retailer failed to provide you with the necessary information on your right to cancel under the CCRs (the conditions, time limits etc) then you may still be within the cancellation period.

    Where the retailer complies with the above, you have 14 days starting the day after you receive the goods.

    If the trader does not comply at the time but provides the information after the goods are delivered, you have 14 days starting the day after you receive the information.

    If they do not comply at all, you have 12 months and 14 days in which to cancel.
    Money doesn't solve poverty.....it creates it.
    • wealdroam
    • By wealdroam 13th Jun 17, 2:51 PM
    • 18,382 Posts
    • 15,259 Thanks
    wealdroam
    • #9
    • 13th Jun 17, 2:51 PM
    • #9
    • 13th Jun 17, 2:51 PM
    When you say "change of mind", how does it reconcile with the 90-day refund protection guarantee of a credit card? (for future info).

    You mean you can only return the item if it's faulty etc? I thought that was different with credit card and the way it is phrased, seems that change of mind within 90 days is perfectly reasonable excuse.
    Originally posted by moneytroll
    What is this '90-day refund protection guarantee' you speak of?

    Is it perhaps something offered by your particular brand of credit card?

    Can you please supply a link to any documentation on it?

    Is this what you are thinking of?...
    Purchase protection

    Some credit cards, particular ‘premium’ cards or those which levy an annual fee, provide purchase protection, which means when you buy something and it is stolen or lost within a set period of time, typically around 90 days, the credit card company will give you your money back.
    For example, if you’ve just used your card to buy a laptop but it is subsequently stolen, your card provider should reimburse you.
    This protection usually only kicks in if there is no other insurance is in place. So if your laptop is stolen from your home and you claim on your contents policy, you cannot also claim via your credit card.
    If so, you'll see it doesn't appear to offer 'change of mind' protection.
    Must be something else.
    Last edited by wealdroam; 13-06-2017 at 2:57 PM.
    • RoonilWazlib
    • By RoonilWazlib 13th Jun 17, 3:32 PM
    • 115 Posts
    • 74 Thanks
    RoonilWazlib
    Section 75 of Consumer Credit Act allows you to make a claim against a credit provider and make them 'jointly and severally' liable but only if there has been a misrepresentation or a breach of contract


    (eg goods are faulty, not as described, not fit for purpose)




    In this case, if for example, you had rejected the product within your cooling off period and the trader still refused to refund you, you could make a S75 claim on that basis but for a general change of mind where either your cancellation rights have expired, or if you have none it wouldn't apply.
    • Le_Kirk
    • By Le_Kirk 13th Jun 17, 3:39 PM
    • 1,791 Posts
    • 893 Thanks
    Le_Kirk
    Have you actually tried to return it? If so, what did the seller say?
    • moneytroll
    • By moneytroll 13th Jun 17, 7:31 PM
    • 148 Posts
    • 22 Thanks
    moneytroll
    What is this '90-day refund protection guarantee' you speak of?

    Is it perhaps something offered by your particular brand of credit card?

    Can you please supply a link to any documentation on it?

    Is this what you are thinking of?...

    If so, you'll see it doesn't appear to offer 'change of mind' protection.
    Must be something else.
    Originally posted by wealdroam
    My Amex cards offer it: https://www.americanexpress.com/uk/content/security/shopping-protection/

    "90 days’ refund protection
    Having trouble getting a UK retailer to give you a refund? If your retailer refuses to offer your money back on eligible items purchased with your American Express Card, we’ll refund the purchase price ourselves. Terms, Conditions and exclusions apply"

    In the TCs, it doesn't seem to state that a reason is needed.
    • moneytroll
    • By moneytroll 13th Jun 17, 7:44 PM
    • 148 Posts
    • 22 Thanks
    moneytroll
    Have you actually tried to return it? If so, what did the seller say?
    Originally posted by Le_Kirk
    My wife tried reaching them for two weeks (as I was away). Eventually I emailed them via their own contact forms and then they replied to me to say that they only accept returns within 20 days (from the date of purchase). When I asked if they could make an exception (listing various reasons) they wrote: "Unfortunately, because the warranty starts from the date of manufacture, we have to be very strict on return timescales."

    The returns policy is stated here:
    https://www.heatingcontrolsonline.co.uk/returns

    The longer story is:
    our boiler was misbehaving and it was our plumber who suggested over the phone to my wife that it is perhaps our thermostat that is at fault and gave her instructions to order it because it would take too long for him to do it and he was supposed to come the day the item arrived. She did it but then the plumber got busy with other jobs and kept cancelling 3 weeks in a row to come to us to check & fix the boiler. When I eventually called him and explained the problem once again, he then said that it's probably not the thermostat after all so i immediately told my wife to return it. She then tried contacting the shop but got no reply from them (they also have no phone number and don't seem to reply via the stated email). When I got back, I did manage to get hold of the shop via their contact form and they got back to me to say that 20 days have lapsed. I wanted confirmation first before sending the item (and then not only not getting a refund but also not having the item anymore).

    My plan B was using the card protection but I was dismayed that a debit card was used, not credit card.
    Anyway, I am more annoyed that i am still unable to get the plumber to come and fix our boiler...
    A plan C (unlikely) is perhaps that the plumber can buy it off us to use it for his jobs, but he is not replying...
    It was basically my fault for not being on top of those things but business trips abroad for almost the entire month made it impossible to keep on top of it.

    Ok, rant over! mt
    Last edited by moneytroll; 13-06-2017 at 7:47 PM.
    • photome
    • By photome 13th Jun 17, 7:53 PM
    • 12,424 Posts
    • 7,936 Thanks
    photome
    Op have you read post #5
    • mije1983
    • By mije1983 13th Jun 17, 8:31 PM
    • 2,470 Posts
    • 18,252 Thanks
    mije1983
    Sue the plumber?

    I'd definitely get a new one! They don't sound reliable. 'Got busy with other jobs'? But I presume you had asked them to come on a certain day and they agreed? Only to then not turn up?

    • Geoff1963
    • By Geoff1963 13th Jun 17, 10:06 PM
    • 282 Posts
    • 156 Thanks
    Geoff1963
    business trips abroad for almost the entire month
    The cost of a £150 item you don't need, is surely a small trade off against the extra earnings of the business trips.

    eBay does sound a good idea ; maybe you have a friend who does a lot of that and could do it for you. The size / value being small, makes the postage a small proportion. Then again, if you earn a lot / hour, it won't be worth the bother.
    • moneytroll
    • By moneytroll 14th Jun 17, 12:34 AM
    • 148 Posts
    • 22 Thanks
    moneytroll
    The cost of a £150 item you don't need, is surely a small trade off against the extra earnings of the business trips.

    eBay does sound a good idea ; maybe you have a friend who does a lot of that and could do it for you. The size / value being small, makes the postage a small proportion. Then again, if you earn a lot / hour, it won't be worth the bother.
    Originally posted by Geoff1963
    I take your point. I am just a bit OCD about wastage. (Or not getting tasks completed).

    Yes, plumber has been agreeing to come and then not turning up for the past 3 weeks. I guess the other jobs must pay better or something.
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