Fred Perry - no sign of refund

br9ian

hi! first post. so i hope i have posted it in the correct bit.

anyway, i bought a cardigan online frm fred perry over a month ago. it was unsuitable so i sent it back.
they received it on the 5th of nov and sent me an email saying...

"
Good Afternoon,
We have received your returned order and we are currently processing your request.

Your funds will appear back in your account within approximately 7-14 working days.

Kind Regards..."

however, 14 working days passed and i still hadnt been refuned. so i emailed them again on the 22 nov and the response was this...

"
Good morning,

Thank you for your patience.
I apologise but due to an error occurring during our refund process, your refund has been delayed. It was processed correctly on Friday 20th and will take 5-10 working days to appear in your account depending on your bank.
Once again I apologise for the delay.

Kind regards..."

however, 10 working days have now passed and again, no money has yet to be credited back into my account.
ive contacted them twice in the past couple of days through the website and in response to their email and now i am not even getting replied too.

what can i do?

neilmcl

Unless otherwise stated in their terms and conditions they have a statutory 30 days to refund from the day you cancelled. At the moment all you can do is wait it out.

br9ian

i think it has been 30 days! or tomorrow it will have been!

i just dont understand why they have stopped responding to my emails! :S

br9ian

they have now had the item for over a month and i STILL havent received my money back!

what can i do??

The_Pedant

Contact them again.
Point out that their obligations under the Consumer Protection (Distance Selling) Regulations 2000, they have 30 days in which to refund your money, starting from the day on which notice to cancel the order/return the goods was given.

A further 14 days in which to give them to action the request is reasonable before taking it further.

You haven't changed cards or anything recently that may have stopped a refund going through I assume?

I also took a quick glance at the terms & conditions in their 'About Us' page, but found it interesting that there was no explicit mention of who foots the costs of returning unwanted items. Under the provisions of the DSR, the seller must also refund the delivery charges, unless they state otherwise in their terms & conditions. There is a mention in the 'returns procedure FAQ', but it might be argued that this is not part of the terms & conditions (unless when you make an order you are presented with a different set of terms & conditions). You may therefore consider asking for that to be refunded too a) as it may not be in the t&c's and b) they are past their 30 day deadline.