Returned an item, they didn't get it

acece

Hi all,

I purchased something from Debenhams a while ago, then decided to return it.
I used their free Royal Mail return and got a proof of postage too.
It's been 2 weeks now and they claim that they haven't received it.
Now what are my rights? Shall I put a claim with RoyalMail to get my money back, or is it their responsibility to do so?

Cheers

unholyangel

Have you provided them with proof of posting?

acece

No they have not replied to me yet. But I'd like to know who has to make the claim?
Is my contract (for return) with them, or with Royal Mail?
As I printed the label off Debenhams' website.

texranger

Hi

contratiction here,

first you state

acece wrote: »

It's been 2 weeks now and they claim that they haven't received it.

and then in your last comment you state

acece wrote: »

No they have not replied to me yet.

so if they have not replied to you how do you know they have not recieved it back

Norfolk_Jim

texranger wrote: »

Hi

contratiction here,

first you state



and then in your last comment you state





so if they have not replied to you how do you know they have not recieved it back

Presumably because the OP has replied to the firm, the firm initiating contact and now the OP awaits their response, which they have not had yet

Norfolk_Jim

If you used the firms return service and have kept your counterfoil showing you gave it over to Royal Mail, it will be Debenhams who makes any claim, not you. They may very likely want you to send the counterfoil to them, in which case keep a photocopy for yourself just in case that gets lost too. It's amazing what does get lost, I once had a gents racing cycle not arrive back at a catalogue - How does that slip down the back of a radiator?

tomwakefield

acece wrote: »

Hi all,

I purchased something from Debenhams a while ago, then decided to return it.
I used their free Royal Mail return and got a proof of postage too.
It's been 2 weeks now and they claim that they haven't received it.
Now what are my rights? Shall I put a claim with RoyalMail to get my money back, or is it their responsibility to do so?

Cheers

When did you buy it? When did you tell them you wished to return it?

Under DSR they are obligated to give you a full refund within 30 days of notifying them of your intention to return. This is an unconditional right, and they cannot refuse to refund you even if they haven't received it. However, they can then attempt to claim against you for damages if they so wish. However, this is only applicable within 7 working days of purchase

Googlewhacker

Norfolk_Jim wrote: »

If you used the firms return service and have kept your counterfoil showing you gave it over to Royal Mail, it will be Debenhams who makes any claim, not you. They may very likely want you to send the counterfoil to them, in which case keep a photocopy for yourself just in case that gets lost too. It's amazing what does get lost, I once had a gents racing cycle not arrive back at a catalogue - How does that slip down the back of a radiator?

Unless its under DSR why would Debenhams be responsible? If the customer is the one responsible to get it back then they should be the ones making the claim of the royal mail as it was their contract not the stores.

System

Googlewhacker wrote: »

Unless its under DSR why would Debenhams be responsible? If the customer is the one responsible to get it back then they should be the ones making the claim of the royal mail as it was their contract not the stores.

The OP says that they used Debenhams free return policy. This is not actually free as Debenhams will pay Royal Mail for this service. Therefore I would think that Debenhams would be responsible as the customer has the proof that they returned the item by the method that Debenhams requested.

Norfolk_Jim

The seller has returned the item using Debenhams returns service - the contract for the return is between Debenhams and the service provider. Had the OP sent the item back without using any formal returns service it would be different. My assumption here is that in using the term "their free Royal Mail return", that Debenhams are the ones paying for the return