Online order from CEX are these T&Cs right ?

picasso2

My DD has ordered an Ipod Nano from CEX online store , she is 16 and I only found out after she placed the order (she used her own bank card to pay).

She placed the order Friday and it still hasn't arrived , we have checked the store order tracking and it is still being processed.

We are not happy and I went to look around the site to see how we went about cancelling the order. However it states on the site that you cannot cancel an order once it has been placed and also says that if you return an item and they don't agree with your reason for the return they will not refund you but will return the item back to you.

I have used their online enquiry form (there is no telephone number) and stated that we are not happy with the service and that I am pretty sure that their terms and conditions are illegal under the DSRs .

Am I right , what else could I do or who can I complain to ?

Equaliser123

Yes you should be able to return under the DSR.

As a matter of pure nosiness, why are you trying to cancel the order anyway?

picasso2

Equaliser123 wrote: »

As a matter of pure nosiness, why are you trying to cancel the order anyway?

Well really looking to see where we stood, don't want to be kept waiting weeks and weeks for something that might not turn up. I have read a few things saying they take your order and then cancel because they don't have it in stock. Also worried about the ethics as someone said they are not too concerned where the item has come from.

Freddie_Snowbits

Seems CEX appear to be an exchange site between private sellers, and they act as an intermediary. I doubt that DSR may apply to the sale.

As your DD is under 18, I doubt that a credit card was used in the transaction, and hence protection may be limited.

Mind you, why do you want to cancel?

Coopdivi

Their site quite clearly states that you have the right to return the item for a refund provided you email them within 8 days:

What are CeX.co.uk’s returns policies?
Items may be returned for refund or exchange provided CeX is notified via email within eight [8] days of delivery of the item. CeX must also be notified via email of any items that have been delivered incorrectly or incomplete within eight [8] days of delivery of the item.

Please note: items must be returned to CeX in order for any refunds or exchanges to take place.

They don't allow cancellations but they clearly recognise the Distance Selling Regulations.

Anyway your daughter might actually like her I-Pod.

picasso2

Coopdivi wrote: »

What are CeX.co.uk’s returns policies?
Items may be returned for refund or exchange provided CeX is notified via email within eight [8] days of delivery of the item. CeX must also be notified via email of any items that have been delivered incorrectly or incomplete within eight [8] days of delivery of the item.

Please note: items must be returned to CeX in order for any refunds or exchanges to take place.

They don't allow cancellations but they clearly recognise the Distance Selling Regulations.

ahhh maybe i didn't read it right , forgive me my head is pounding

If she likes it then great , just don't want to be kept hanging around ages for it when she was expecting it at the beginning of the week.

BigLee_24

Yes Equaliser is correct when it is delivered just refuse the delivery.... simples (as long as you get ya money back)