Advice needed on entitlement to postage refund

wendy52

This is a long one.

I ordered a floor lamp from Litecraft.com in September.
It arrived in October but it was damaged so I phoned and
was told to return it and it would be replaced.
They said that I would have to pay the courier £16 to have it returned but that I would be refunded the cost when they had checked the lamp.
I asked if I could send it via the Post Office as that would be more convenient for me and was told yes.
It cost £12.61

I had to contact them about 10 days later to check that the lamp had been returned to them...and was told yes and that the replacement would despatched on the Monday and be delivered on the Tuesday....I waited until 4.30pm and phoned them only to be told that it hadn't been despatched.

I cancelled the order and was told that the refund would be made by the end of the week.....it wasn't.
I asked where to send a copy of the return postage receipt to and was told that the relevant department would be in touch.

They went to the wire with the refund of the cost of the lamp...29 days.
But nothing for the cost of returning the lamp.
I have emailed them numerous times and received no replies.

Can anyone tell me if I am entitled to a refund and, if so, how do I go about getting it?

ses6jwg

They are in breach of the Distance Selling Regulations.

http://www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/

Keep pestering them and quote the legislation and send the link to it.

If no reply put a claim in through the small claims court if you are really determined.

scullster

They certainly are - I'm waiting for a refund from a different company and I'm half expecting the postage refund battle.

Don't be fobbed off

wendy52

Thankyou both for the advice.
I have contacted them as suggested.
We shall see what the outcome is.