Best Way to Get a Full Refund for Online Order?

jumpedtheshark

I bought a non-prescription supplement for my dog from a reputable website. It cost £55, which was the same price as another reputable site, but less than my former usual supplier.

It arrived today and is not as described. There are two strengths of the same product, made by the same company. The website product page contained the photo of the stronger one and insufficient details in the description (as the stronger and weaker are the same size, and they didn't list % contents) for me to tell it was the weaker.

To check it wasn't my error, I went back to their website just now and they've changed the image (a Google cached version from 19 Aug shows the picture of the stronger) to that for the weaker and put the price up £15 (from £55 to £70). I've taken screenshots of both pages. The stronger is 2x as strong, so the weaker is no good to me even if it now appears they they might think they did me a favour by mailing it to me before they jacked the price.

How should I cancel this to get a refund for the return postage? It's just under 1 litre and will need to be properly packaged (though they just bubble-wrapped it in a jiffy bag). If I cancel under the DSRs, can I just make it available for them to collect or do I have to mail it back? If they don't collect it, how would I get a refund - credit card co? On their website, they have a refunds section mentioning the DSRs, which explicitly excludes postage (including 'free' dispatch postage), but I can't find anything mentioning what happens in the event the product is not as advertised.

unholyangel

You should return it under sale of goods act since it does not conform to contract. They should bear all necessary costs for doing so as they have supplied a product different to what you ordered (if I understand your post about having the wrong picture on their website at the time you ordered).

Valli

if you are rejecting it under the DSRs I believe you have to write (email will do I think) and inform them, WITHIN 7 DAYS OF RECEIPT that you are rejecting under DSRs.

I believe this then entitles you to refund of P&P.

Nope - UA is right (I was going to say DSRs) reject under SoGA; goods not as described/represented.

bris

What did the description say, did the description say you were getting the stronger one? Pictures can be for illustration only and are not always to be relied upon.

DSR would be the way to go but are the goods perishable? Not really sure untill you tell us the product and site.

JimmyTheWig

If you can return it under the SoGA then yuo don't have to pay the postage.

unholyangel

bris wrote: »

What did the description say, did the description say you were getting the stronger one? Pictures can be for illustration only and are not always to be relied upon.

DSR would be the way to go but are the goods perishable? Not really sure untill you tell us the product and site.

Op said there was nothing in description to indicate it wasn't for the stronger one.

And CPRs state a product should match its description - including images, promotional/marketing material etc. When retailers try to use disclaimers, it is not always legal/enforceable.

Saying colour supplied may vary from picture is a different situation to advertising one product and then providing another product.

Hintza

Best way to get a refund:-

Send email; Hi I just bought and you delivered product X unfortunately you have sent the wrong strength. Please advise how we can sort this out.

Many thanks

JTS

Telephone Number:- 077x xxxx xxxx

At this stage just send a polite email as detailed above, do NOT mention DSR, SOGA etc.

JimmyTheWig

Hintza wrote: »

At this stage just send a polite email as detailed above, do NOT mention DSR, SOGA etc.

I agree with this, actually.
You've got the SoGA to fall back on if they don't play ball but they will probably be easier to deal with if you are nice about it.