New Look Refund Online

sparkymaz

Can someone please help me.
I made a purchase on New Look Website and made the payment by a New Look Gift Card £50 & the remaining balance £67 by Paypal.

2 of the items I ordered were unsutiable & I returned the items via the New Look Return by Post. The total of the refunded items was £48.

The goods were received by the New Look warehosue & an email was sent to advise the refund would be made in due course & they would contact me with confirmaiton of when this would be done.
That was over 2 weeks ago & after emailing thecustoemr cervice team & a 30min telephone conversation I have been left very frustrated.

Apparently the refunded amount has gone back onto the gift card payment was made from over 10 days ago. I received no confirmaiton of this being actioned.
Secondly, I had requested the refund to be made to my payapal account to where the remainder balance after the gift card amount was paid.

After a very lengthly conversation with the Cust Serv Team I was told it was in their terms & conditions that all refunds would go back on the gift card, regardless of how the reminder payment was made.
When I asked for a copy of these conditions I was put on hold for15mins, only to come back that this is NOT in their T&Cs but it is UK Law that a refund is to be actioned on the 1st method of payment made online when 2 different mehtods were used.

I find this very hard to believe, plus their website does not give any options as to what method of payment you would like to use first. It automatically takes the gift card first.

What are my options & rights? I now have a gift card being sent for £48 which I do not want to use with a company where the service is slow and mis-informed.

Surely I have some rights?
Sorry for the full scale rant & detailed info but I need to find out exactly what my rights/options are.
If anyone can help I would be very greatful.
Thanks
Maria

bod1467

Well they're right that it's not in their T&Cs.

Returns by post
We will refund the full price you paid for the products, using the same method you used to pay for them

Payment
Any order placed using PayPal or a New Look gift card will be charged at the time your order is submitted. If we reject or cancel your order for any reason this charge will be credited back to your PayPal account or New Look gift card (as applicable). Please keep your New Look gift card safe. We will only refund to the same New Look gift card you used for payment.

As to it being UK Law to use the first payment method? I'm slightly dubious about this, but I would guess this is standard practise.

Elle7

Technically, they are right, although I was under the impression it was guidance, not law.

You'll find the same anywhere...including supermarkets. The guidance says they use the same method it was taken from - the system needs to take the gift card first, to calculate what to take from the second method. Money laundering laws/legislation/guidelines state it must go back onto the first method, so in the case of gift cards, the gift card.

It's to prevent people from laundering money but putting it onto giftcards, buying something, returning it and getting the cash.