Refund from clothes shop online

rafwood

I ordered a dress online from rare fashion and have sent the dress back which cost me £34 originally, they have emailed me to say my refund is being processed, when I went to check my bank they have only refunded me £18!!! I have been online to look for the dress to check it hadn't gone in the sale or anything and it hasn't, it is still full price. I have contacted rare and have had no reply off them... How are they allowed to do this?!

somethingcorporate

rafwood wrote: »

I ordered a dress online from rare fashion and have sent the dress back which cost me £34 originally, they have emailed me to say my refund is being processed, when I went to check my bank they have only refunded me £18!!! I have been online to look for the dress to check it hadn't gone in the sale or anything and it hasn't, it is still full price. I have contacted rare and have had no reply off them... How are they allowed to do this?!

Did you return under the DSR? what were the timescales involved?

I don't think they are, you should call them and ask what the deduction is for.

rafwood

it was out of the 4 weeks you have to return items so before i sent it back i did email to see if i'd be able to still get a refund and they said it was fine, and i still have the email and there was no mention that there would be any deductions

somethingcorporate

rafwood wrote: »

it was out of the 4 weeks you have to return items so before i sent it back i did email to see if i'd be able to still get a refund and they said it was fine, and i still have the email and there was no mention that there would be any deductions

From the Rate website:

• Returns Information

In the event that you are not entirely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund (excluding original delivery charge) on receipt, garments recieved after the 14 will be entitled to an exchange to the value of the garment returned. Please note: The item is your responsibility until it reaches us. For your own piece of mind, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.



How much was the original dress and how much was the original delivery charge?

rafwood

oh sorry the dress was £32 and the shipping was £4.50

rafwood

before i sent the order back i was able to check on my account on the rare website for the order details, and since i sent it back its saying i dont have an account with rare... very weird

somethingcorporate

rafwood wrote: »

oh sorry the dress was £32 and the shipping was £4.50

Then as far as I can tell you should have been refunded the £32, unless they told you to the contrary before refunding you. I'd give them a call tomorrow and find out why they have not refunded you the full £32.

Post back here if they continue to be difficult, it may have just been an error that a simple phone call will solve.

adam.mt

Agree, probably a simple mistake; according to their T&Cs you should have received store credit (for an exchange) rather than a refund, so until you speak to them it's difficult to tell what they've done!