Credit Card Refunds

spursboy67

I bought an electrical item from on online retailer recently.

I returned the item within their timescale, now the company are dragging their heels in refunding my credit card.

It has now been well over 3 weeks, which is obviously totally unnacceptable.

I have kept all emails and paperwork.

What options are open to me?

Ilona

Can you ring them?
Ilona

lisyloo

Do you have proof of positing or delivery?
Do you know the item ahs arrived?

The first option is to contact the company direct - can you call or email them?
Another option is to invove the credit card company (if it was over £100), but that will be some hassle as they'll try to get you to sort it out with the retailer.
A 3rd option is to write to them and threaten them with the small claims court. A letter is often enough to provoke a response but if it did go to court you'd have court fees and potentially time off work.

How much is the item?
Do you know they've received it e.g. trackable delivery?
and have you contacted them yet?

spursboy67

tried ringing, but im not prepared to be kept hanging on the line for half an hour at a time. This is part of their tactics, to disrupt things in any way possible.

lisyloo

So is it over £100 or not?
I'm not being nosey but this is relevant to whether you may have section 75 protection on your credit card.
Was the item faulty or did you just change your mind? (that also affects whether it's section 75 or distance seling regulations that applies),

I'm afraid you won't get any help unless you answer the questions being posed.
So

1) Do you know it was delivered i.e. can you track it to prove it.
2) Was it over the £100 limit?
3) Was it faulty or did you just change your mind?

spursboy67

I have evidence when the item was signed for at the depot, so that is not in dispute.

This was signed for on the 4th July.

The item is for £334. The delaying tactics being used now are beyond a joke. I have called and emailed them, and Im told my refund will be processed by the relevant department as soon as possible. But this is simply not good enough, as normally I would expect a refund within 3/4 working days.

I have thought about the Small Claim Courts, but have never gone down this route before, and am somewhat sceptical about this.

spursboy67

i sent the item back due to the fact it took to long to arrive, as i needed a phone quite urgently.

i sent the item back, signed for, intact, unopened and in the allotted mentioned by the company.

lisyloo

This was signed for on the 4th July.

I presume you mean June :-)
Well done for getting Proof.

I have thought about the Small Claim Courts, but have never gone down this route before, and am somewhat sceptical about this.

I am not sure why you are sceptical. It's a relatively quick, cheap and easy way to resolve complaints.

The downsides to the small claims court are the fees and the time off (if it gets that far).
But you can always write a letter stating "if I do not receive a refund within 10 working days, I will be raising a claim in the county court via the small claims track". I would send it recorded delivery for 77p to avoid excuses about not receiving the letter.
Normally this will be enough on it's own to get things moving without actually going to court.

You won't get any joy with your credit card company because whilst they are jointly liable for section 75 protection, I am pretty sure they aren't liable under the distance selling regulations.
So basically as there was no fault, then I don't think you have any coevr from the CC company.

I'd send them a letter giving timescale, mentioned DSR, small claims and county court and send it recorded delivery and also say you'd want the case heard in your LOCAL county court (so they have to travel to you).
That should getthings moving and the majority of the time without going any further.

spursboy67

many thanks. Ive decided to go down the Small Claims court route and see what happens

lisyloo

Good.
99% of the time there is nothing else going on except them managing their cash flow.
So a legal letter will get your refund prioritised over others.

[Deleted User]

Who is the retailer?

Under the distance selling regulations they have 30 days to refund you from the date you cancelled your purchase so I would wait a bit longer before threatening legal action. Good luck!