DSR - Am I being fobbed off?

jolester

Hi All,

I have purchased a gift from treatme.net two days ago and called today as I wish to cancel. Firstly treatme.net told me they'd take 25% as an admin fee or £25 whichever was the greater (the purchase itself was less than £25!) so they told me 25% would be their admin fee. I directed them towards the DSR and have now had the following email returned:

Hi Jo-Ann

I have passed the information over to my manager in regards to the full refund it will be determined at month’s end when all refunds get processed by the managing director. In order to put your request through we will need your voucher sent back in to us to address I provided you with earlier today I will pass the email you have just sent to me as the request letter so you won’t need to provide a cover letter.

Kind Regards




Is this an acceptable response considering I'd be expecting my refund to be in my account within 30 days from now? "It will be determined" tells me that still not likely to be abiding with the DSR's?


Any advice appreciated


Thanks

arcon5

So long as it's not a service already began you're entitled to a full refund under DSR. They cannot charge an admin fee and they must refund no later than 30 days.

jolester

Thanks for your response Arcon5, if they decide at the "end of month meeting" that they don't want to refund me, do you know where I stand seeing as my seven days will have lapsed? And would you recommend that I return the gift pack back to them immediately?

Thanks for your help

arcon5

jolester wrote: »

Thanks for your response Arcon5, if they decide at the "end of month meeting" that they don't want to refund me, do you know where I stand seeing as my seven days will have lapsed? And would you recommend that I return the gift pack back to them immediately?

Thanks for your help

Yes you should return the gift immediately (although the act of returning the item and the refund are not linked, realistically no company will refund you if you haven't returned the goods. So it's always best to not create more problems and return the item straight away).
So long as your request to cancel is no later than 7 working days after receiving goods (unless its for a service set to start within that 7 days) you should be elegible for the full refund, whether they agree or not.

If they decide no to refund in full, you could consider contacting the card company to do a chargeback.

Hopefully they will play ball though on their next refunds rounds.

unholyangel

jolester wrote: »

Thanks for your response Arcon5, if they decide at the "end of month meeting" that they don't want to refund me, do you know where I stand seeing as my seven days will have lapsed? And would you recommend that I return the gift pack back to them immediately?

Thanks for your help

Providing it is covered by the DSRs then you only have to inform them of your intent to cancel within 7 working days. If you've informed them you want to cancel then you have completed this and they should provide a refund within 30 days.