New Look will only give credit receipt for items bought onlin

rygon

distance selling regs say you can get your money back but can be charged for p&p and restocking fee if i recall.
Im sure as you bought it online you have those rights no matter where you take it back

unholyangel

rygon wrote: »

distance selling regs say you can get your money back but can be charged for p&p and restocking fee if i recall.
Im sure as you bought it online you have those rights no matter where you take it back

No, they cannot charge you a restocking fee. They can ask that you pay for return postage (not the original postage - they need to refund that) but only if they have informed you of this in a durable form. But in order to cancel under the DSRs, you need to inform them that you wish to cancel within 7 working days starting the day after you receive the goods in a durable form also. Durable means can be fax, email, letter......basically something that cannot be edited at a later date and can be reproduced. Websites are not durable. Also, if they have not informed you that you have the right to cancel under the DSRs, you may have up to a maximum of 3 months and 7 working days in which to inform them of your intent to cancel.

Arcon i think OP said that the assistant stated it produces a credit note 6 days after ordering, where as OP was returning items 5 days after receiving them. So possibly a few days in between.

maginot

You have 7 days from when you received the goods.

The DSR are quite clear, you have the right to a full refund plus P&P!

You need to explain this to them again otherwise make a formal complaint to them and to trading standards.

paddyrg

I suspect what makes things complicated is that the online and retail stores may be run differently with incompatible systems - I would suggest if you buy online, you return online thanks to the distance selling regulations. It is not a surprise that retail shop staff do not have the ability to process DSR returns, as they are for distance sales only. They do not, for instance, have access to the New Look paypal account, so probably did all their in-store systems would allow (which is less).

Next time buy in store for store terms and policies, or buy online and return online for online terms and policies, probably a more consistent experience.

thatlemming

Did you pay by paypal? If its a card purchase they usually refund but they seem to have issues with paypal payments Complain anyway, if they want to accept paypal they need to sort it out.

bubblegumcola

I don't know why they can't give you the refund, I would email their head office and complain.
Other posters talking about PayPal refunds. If you check out other store refund policies with PayPal it's not something that can be done in a store. They either give you gift vouchers/credit note or you have to send the item back to the online part of the company to get your refund via PayPal. maybe it's an online security issue with PayPal refunds.
As for the original poster, I've never heard of 5/6 days for a refund from New Look, very strange.

pinklady2012

I shop in New Look all the time and the sale policy stands instore also so its not surprising its the same online.

tomwakefield

pinklady2012 wrote: »

I shop in New Look all the time and the sale policy stands instore also so its not surprising its the same online.

Problem with that is you have statutory rights online that you don't have in store, so the return policies should reflect that.

vickynleon

<LI class=noindent jQuery1336408313044="40">What is New Look's policy on returning sale items to store (UK only)

Within 7 days of receipt items can be refunded for the amount paid or exchanged. Sale items returned after this time are eligible for an exchange or credit only.


so this means as long as you return them within the 7 days (which you did) then you would be eligible for a refund not a credit note, you should try contacting newlook customer services see if they will do anything for you.

Handsome90

Also New Look's terms and conditions cannot override your statutory rights.