Refund issue

Polka_dot_zebra

Back in April, my husband and I bought a spa from an online website. We chose a 6 person tub, and got a chemical kit to treat the water from the same company at the same time. We set the spa up, used it a couple of times.... and then it stopped working. After almost a month of faffing, emailing and calling both the manufacturer and the supplier, they eventually agreed to refund us our money. We sent the spa and the chemical kit back, and after another huge delay, we were partially refunded. Note the word 'partially'. We were told we were not going to be refunded the £50 we paid for the chemical kit as it technically wasn't faulty. We took this on the chin, and requested that in that case it be returned to us. We were then told that actually, they didn't receive it. It was sent back in the same box as the spa motor, but they are claiming it didn't arrive there. They will not respond to our phone calls or emails. From the tone of the last email we received, it seems they feel we should be grateful they refunded us for the faulty spa at all..... Any suggestions as to what our next step could be?

I'd really appreciate any thoughts

hcb42

do you have proof of postage?

have you rang them and explained all of this