Online order not received - refund rights?

Charliec45

Hi,
Apologies if this is has been asked before, I ordered some windscreen wipers online over a week ago, I was told that they were dispatched Royal Mail first class on Friday 8th February. I still haven't received the items and have since had to have the wipers replaced in order to pass my MOT.

The order still hasn't turned up, I have contacted the company to explain the above circumstances and they have said they can't refund me until I receive the item and post it back to them (they are paying the delivery charges for the return).

My concern is what if the order never turns up? What are my rights regarding this? I paid via credit card - does this make a difference?

All help appreciated

Thanks in advance

InsideInsurance

Legally, the DSR does not require for you to have returned them for the company to have an obligation to process the cancellation of the order. Due to the risks of customers not returning items unsurprisingly many companies dont like this and are breaking the law - and some other entities support their position.

That said, the amount of time it takes to enforce those rights via the courts or a S75 claim etc will probably exceed the time itll take to simply send them back.

Evidently if they are lost in post the vendor will make a claim against Royal Mail or the courier and you will just need to sign a declaration that you never received them.

ThumbRemote

If they never arrive you are quite entitled to a refund. However the sender may want to wait a reasonable amount of time for them to turn up.

Contact them again and ask how long you're expected to wait before they officially class them as lost in the post.

bod1467

Don't RM state 15 days before they'll accept a lost item claim?

neilmcl

The retailer will have up to 30 days to refund you from the date of cancellation, regardless of whether you receive the wipers or not.

dalesrider

Non reciept chargeback via your card provider.
You do need to allow 15 days from the date of the debit on your statement.
Nice simple one, no paperwork. Retailer has 45 days to contest. They have to prove delivery.....

Just do not cancel the order in the mean time.

For S75
Seriously doubt a pair of wipers would be over £100... And then it would have to be per wiper....