Returns policy

tigtag02

Hello all

I've not been around these parts for a long time but it was the first place that sprung to mind with the question I have.

Can a shop, in particular an online shop refuse to give a cash / debit card refund on goods that the customer has decided they just don't want and insist on a credit note only out of goodwill?

Hope that makes sense
Thanks in advance
tigtag

Torry_Quine

If a shop then yes they have no obligation to give you any refund at all so a credit note is extra to your rights. If online then you have seven days to reject the goods but after that they don't have to refund.

tigtag02

And if its within the 7 days can they insist on a credit note?

I presume that the above advice is the legal stance?

Thank you for your quick response by the way, extremely grateful.

tigtag

arcon5

No they cannot. Giving you a credit note hardly constitutes 'refunding' you - which would mean to return what was originally paid to you.

And it's 7 working day (so effectively 9 days) (and being changed to 14 days this year).

A refund must be issued within 30 days.

It is the law...

The Consumer Protection (Distance Selling) Regulations 2000 aka DSRs

tigtag02

Thanks arcon5, sorry I'm a bit thick / blonde ;-) so need laymans terms (which that link is not, lol).

If I purchased something on the 18th December from an online shop and then returned it on 4th January because I didn't want it anymore (it's unopened) does the online shop have to legally refund my money?

Thanks and sorry again
tigtag

halibut2209

It depends when it was delivered. The 7 working days begin the day AFTER delivery. I fear you may be too late, but it all depends on the delivery date

baza52

No they dont have to refund you, you returned the item too late for a refund

Torry_Quine

tigtag02 wrote: »

Thanks arcon5, sorry I'm a bit thick / blonde ;-) so need laymans terms (which that link is not, lol).

If I purchased something on the 18th December from an online shop and then returned it on 4th January because I didn't want it anymore (it's unopened) does the online shop have to legally refund my money?

Thanks and sorry again
tigtag

Did you inform them within seven working days that you were rejecting the item otherwise you are too late.

tigtag02

They were delivered on the 19th although left in the wheelie bin by the courier so weren't discovered until the 21st.

No correspondence was made to the retailer until they received the return back on the 5th with a letter dates the 4th :-/

Fosterdog

tigtag02 wrote: »

Thanks arcon5, sorry I'm a bit thick / blonde ;-) so need laymans terms (which that link is not, lol).

If I purchased something on the 18th December from an online shop and then returned it on 4th January because I didn't want it anymore (it's unopened) does the online shop have to legally refund my money?

Thanks and sorry again
tigtag

Just sending the item back is not good enough, in fact you don't have to send the item back straight away.

What you do have to do within 7 working days from the day after delivery is inform them that you are cancelling the order under DSR. This has to be done by durable medium so written letter, fax or email.

If that wasn't done then you are outside the return window and any refund at all is down to their goodwill so a credit not is acceptable.

Torry_Quine

tigtag02 wrote: »

They were delivered on the 19th although left in the wheelie bin by the courier so weren't discovered until the 21st.

No correspondence was made to the retailer until they received the return back on the 5th with a letter dates the 4th :-/

You might just be inside the seven days with it being Christmas/New Year, what has the company said?