Returned items outside policy, can company refuse to refund and not return goods?

Angustweedy

I frequently purchase from a particular catalogue, of which I always purchase on-line.

I recently returned some items, foolishly these did not comply with the returns policy as they were not returned within the required timescale. I believe their policy may have changed on the timescales items have to be returned in, but I never checked as it has never previously been an issue when I have not returned within the timescale.

However their policy states they refund within 14 days of me sending them back and as it is well over this , I am anticipating that they are not going to refund.

Their policy states they may retain items if not returned in unused condition within x days, can they just do this ie: keep the goods and not return them to me if they refuse to refund?

Just want to understand what rights, if any I have, or as I did not return within the timescales if they are within their rights to just not refund and not return the goods to me?

Thanks in advance for any advice.

Surreystarlet

I assume they may just credit your account, rather than actually paying you the money back?

Angustweedy

Yes, credit the account, although it is their terminology which states refund, presumably because the charges have been made against my account already.

I think to them, the terminology is the same ie they will not refund or credit any money for the goods returned.

ACG

if you have returned them outside the period that is allowed then they cant refuse to return them to you but you may be liable for the additional postage costs in sending it back to you - If you refuse to pay the postage then yes i think they can refuse to send it and in which case i belive they can start charging you a storage fee (i may be wrong with that though).

Angustweedy

Thanks ACG, that is what I am hoping and I am more than happy to pay for the delivery charges both way if required as the items had a value of approx £50.

My concern is that their policy states they may not return or refund/credit which doesn't seem right.

JillS_2

I've returned goods to a mail-order catalogue very late on 2 occasions and got my money back both times by phoning up and giving a good reason for the late return. (once, it was clothes for my mother which I explained had to be taken to her care home and tried on at a time she was fit enough to do so. The other time I said I'd been on holiday and hadn't had time to return them.) 14 days is really not very long if anything untoward happens.

Jill