Apricot Clothing Online - Returns

redrose2

Hi, I purchased 3 dresses online. One was faulty, two were very small with regards to sizing guidance given. One of the items was in the sale. I contacted customer services a few days after receipt of the items to say I would be returning due to the faulty item and sizing inaccuracies.
I had an email confirming the refund, saying all three items had been refunded. I checked my bank account but the value was £20 short, the value of the sale item. I went to the website and found in fine print they only give store credit for returned sale items. I can't find where I access this credit however and have no email about it. Surely not refunding by the original payment method for an online purchase, even if its a sale item, goes against distance selling regs?
I emailed again today, still within 14 days of receipt of items now returned, to explain I was expecting a full refund to my account in accordance with distance selling regs.

frugal_mike

redrose2 wrote: »

Hi, I purchased 3 dresses online. One was faulty, two were very small with regards to sizing guidance given. One of the items was in the sale. I contacted customer services a few days after receipt of the items to say I would be returning due to the faulty item and sizing inaccuracies.
I had an email confirming the refund, saying all three items had been refunded. I checked my bank account but the value was £20 short, the value of the sale item. I went to the website and found in fine print they only give store credit for returned sale items. I can't find where I access this credit however and have no email about it. Surely not refunding by the original payment method for an online purchase, even if its a sale item, goes against distance selling regs?
I emailed again today, still within 14 days of receipt of items now returned, to explain I was expecting a full refund to my account in accordance with distance selling regs.

Under the distance selling regulations companies are not allowed to insist on store credit for sale items. If you cancelled in accordance to the distance selling regulations then they must refund in full. Their terms and conditions are irrelevant, they can't overule the law.

Is the company UK based? Did you cancel within 7 working days of delivery?

redrose2

Yes they are UK based and I cancelled within 7 days and delivery.

redrose2

I had a message from Apricot to say they have now refunded the remaining £20 to my bank account, having cleared it with a manager. I find it concerning that their website is misleading in relation to information given with regards to refunds on sale items. Others will and likely have been caught out by it.

Khadijeh

Im having the same issue, I have returned the items within 7 days and have been told, after asking where my money is, that I have received store credit which I cant see on the account!

sunbite1

Hi can anyone offer me some advice I have purchased goods in the sale from Apricot. I ordered for size sutability etc. I returned well within the time they stipulate. Now I have been told I have been refunded store credit and I wanted my money back. They said it does tell me in the T&C's section and returns section. I wouldnt have ordered more items if I knew I would have to have store credit. Is there anything I can do? I dont really want to purchase anything else from them

wealdroam

sunbite1 wrote: »

Hi can anyone offer me some advice I have purchased goods in the sale from Apricot. I ordered for size sutability etc. I returned well within the time they stipulate. Now I have been told I have been refunded store credit and I wanted my money back. They said it does tell me in the T&C's section and returns section. I wouldnt have ordered more items if I knew I would have to have store credit. Is there anything I can do? I dont really want to purchase anything else from them

More information needed.

When did you receive the goods?

How did you pay?

When did you return the goods?

sunbite1

I ordered 31/12 and received 2/1/15 they arrived back with them 9/1 well within the 14 day return policy. I paid by credit card

sunbite1

Can someone explain distance selling regulations to me. Would I be able to use these regulations to obtain my refund??

wealdroam

sunbite1 wrote: »

Can someone explain distance selling regulations to me.

Rather than typing an explanation out, can I suggest you read this section of MSE's Consumer Rights guide?

sunbite1 wrote: »

Would I be able to use these regulations to obtain my refund??

Yes, almost certainly.

The above document explains how to cancel your order and what sort of refund you can expect.

sunbite1

Unfortunately I am stuck with store credit they will not refund to my credit card. I have sent numerous emails stating its against distance selling regs to be told it's in there t and c. So buyers beware do not order sale items from Apricot online my coat which should have cost £29 has now coat me £137 plus I had to pay 12.98 to return the goods. You need to open every tab on the web page and read the t and c page before you order they do not have a disclaimer when you go through the checkout to warn you.