Are we entitled to a refund?

arcon5

bod1467 wrote: »

Why? According to OP the COMPANY made the mistake, assuming it was damaged goods from a different customer.

OP - do you have this in writing at all?

I'm reading the op to mean both was damaged, the other customers and the one received by op.

isitenough

As far as we are concerned it wasn't damaged - either the item or the packaging (when sent anyway). So we want to find out from the online place exactly what they mean.

arcon5

Definitely worth finding out, as where goods are returned at your expense DSRs also place a duty on you to ensure they arrive in the same condition received, effectively.

if he sends the goods in accordance with paragraph (5)(b), he shall be under a duty to take reasonable care to see that they are received by the supplier and not damaged in transit,

unholyangel

arcon5 wrote: »

I'm reading the op to mean both was damaged, the other customers and the one received by op.

Yep I read it that they had received those goods back damaged and because it was damaged....assumed it was the other persons.

Will be a bonus if OP's wasnt damaged though. Makes things much easier. If OP's is damaged....then a claim against DHL by whoever contracted/paid them for their services might be in order.

dalesrider

pmduk wrote: »

How did you pay? If by card, you might want to ask your bank to undertake a chargeback.

In this instance a chargeback is not avaiable.
Goods not faulty.
Only OP ordered wrong item. (not covered)

Only option would be non reciept of refund. Now that requires a refund reciept.
So something that says
Dog hut has refunded £xx on xx-xx-xxxx to card end 1234.
Given the answers the OP has provided. The chance of that is about the same as a heatwave overnight.

arcon5

dalesrider wrote: »

In this instance a chargeback is not avaiable.
Goods not faulty.
Only OP ordered wrong item. (not covered)

Only option would be non reciept of refund. Now that requires a refund reciept.
So something that says
Dog hut has refunded £xx on xx-xx-xxxx to card end 1234.
Given the answers the OP has provided. The chance of that is about the same as a heatwave overnight.

If op hasn't received a refund, how would it even be possible to provide a receipt of said refund

Although it's very rare for consumers to receive a credit note when being given a refund, it's usually just logged by the company and processed internally.

The reasons for chargebacks though vary based on what card is being used. Reason codes are listed here: http://www.managechargebacks.com/reasoncodes.html.

Although I would agree that a chargeback code may not apply to op. It wouldn't be unknown for a bank to play loosely with the reasons for the chargeback - it just increases the likelihood of it being rejected by the retailers merchant account provider;

dalesrider

arcon5 wrote: »

If op hasn't received a refund, how would it even be possible to provide a receipt of said refund

Exactly... This is why the non reciept of refund c/b is very much a joke. As a retailer can easily avoid providing the required evidence.

arcon5 wrote: »

Although I would agree that a chargeback code may not apply to op. It wouldn't be unknown for a bank to play loosely with the reasons for the chargeback - it just increases the likelihood of it being rejected by the retailers merchant account provider;

Only one that could apply would be a 53. But would require OP to stretch the truth and say that ordered a diffrent size (would need to prove this).
So best option would be to say (retailer thought this) that the goods were faulty.
Personally I would try that, but as you say there is a good chance that it would reject.
Still this would lead to a chance on a Pre-Abritation on the basis that the retailer has not refunded when they have not recieved the goods back. Not so easy for them to reject.
Not going to be a quick process. As yo uhave 45 days for rejection and then 21 days to action the pre-arb side.

So OP. Give it a go via a chargeback. Just be aware it may not work. But as Ilke to say. Nothing ventured, nothing gained.