Still trying to get a refund

Elvisia

I ordered a pair of boots online in December, they eventually turned up in February after I sent an email asking where they were, the quality of them was dire so I returned them immediately (I kept my proof of postage) but I still haven't had a refund. I emailed the company, then 3 days later rang them, and spoke to a woman who said she was from a company brought in to help with the sheer number of calls as they were so busy. She said someone would call me back, they never did. I found out on other forums that other people never got their boots and eventually got refunds after threatening them with Trading Standards, so I sent them another email a few days ago saying I wanted a refund within the week or I would write to Trading Standards. Any advice on what I should do? The boots were paid for through PayPal.

Thanks!

The_Pedant

Bought online from a company, the Consumer Protection (Distance Selling) Regulations 2000 would apply.

Section 14.(3) states on refunds that:-

(3) The supplier shall make the reimbursement referred to in paragraph (1) as soon as possible and in any case within a period not exceeding 30 days beginning with the day on which the notice of cancellation was given.

A nice summary (in plain english) on the application of this for businesses (from the OFT) can be found here:-
http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

For reference, the full act can be found here:-
http://www.statutelaw.gov.uk/content.aspx?LegType=All+Legislation&title=consumer+protection&searchEnacted=0&extentMatchOnly=0&confersPower=0&blanketAmendment=0&sortAlpha=0&TYPE=QS&PageNumber=1&NavFrom=0&parentActiveTextDocId=2658599&ActiveTextDocId=2658599&filesize=96268

You mentioned you have proof of postage? Is this simply a receipt of posting, or were the boots sent back via trackable means where you can prove receipt of the goods by them? I ask, as if it is only receipt of posting they can string things along a bit claiming they didn't receive them, and the onus would be on you to prove this, or reclaim the amount from the carrier (which is a totally different game).

Considering your attempts thus far, I would probably follow up with a letter sent recorded delivery reminding them of their obligations under this act, giving them 14 days to provide the refund, or you will consider legal options to recover the refund.