Refund/replacement when Royal Mail parcel did not arrive

browneyedbazzi

The 14 days is from when you inform them that you are exercising your right to cancel. It is acceptable to cancel verbally, but if this company is known for being a bit difficult it is probably best that you inform them in writing (email will do).

If the company don't provide the refund as they should then you should still contact your card provider - it isn't covered by s75 but I beleive they should still be able to do a chargeback.

pinkcloud

Thanks. I thought they should be given a reasonable amount of time for the parcel to arrive first.

Please is there a standard form of words to exercise the right to cancel?

Thanks again for help.

unholyangel

browneyedbazzi is correct.

Chargeback should still be available. If its been more than 15 days, you should be able to do a chargeback right now for non-delivery.

browneyedbazzi

There isn't a set format for cancelling - you just have to make sure that your intention to cancel is clear and that you/the order you are cancelling can be identified. So a simple email saying "I am xxx. On xxxx I placed an order (ref number if you have it) for xxxx. Please accept this email as confirmation that I wish to cancel the order' would suffice. If you wanted to you could mention that you are exercising your rights under the Consumer Contracts Regulations and that you look forward to receiving your full refund in the next 14 days as required by the Regs....it's not necessary to say this but if the retailer is likely to be difficult then it may be worth adding.

unholyangel

I would suggest not cancelling and using the chargeback option.

I'm not a bank employee myself but a few have said that cancelling removes your option to do a charge back for non-delivery.

pinkcloud

Thanks for replies. I am a bit puzzled about what to do now.

It's 14 days since I placed the order so for starters I am going to send a polite email asking for a refund.

Could someone please explain about the chargeback as I have read before that cc companies do not get involved for under £100.

Thanks for help

unholyangel

pinkcloud wrote: »

Thanks for replies. I am a bit puzzled about what to do now.

It's 14 days since I placed the order so for starters I am going to send a polite email asking for a refund.

Could someone please explain about the chargeback as I have read before that cc companies do not get involved for under £100.

Thanks for help

That is for a section 75 claim which applies to credit cards only - this is a statutory right.

Mastercard does have a lower limit of £10 for chargeback claims (which is something provided under Visa/Mastercards own policy).

pinkcloud

Thanks.

What puzzled me in knowing what to do was that browneyedbazzi said to cancel and unholyangel said not to cancel. Sorry I don’t know what a section 75 claim is

With regard to the card provider it is an MBNA MasterCard credit card.

pinkcloud

agrinnall

Read the MSE Guide.

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

pinkcloud

Thank you and that link is very helpful.

I think chargeback is the right way to go but I am still not clear when I should be asking the supplier for a refund and then the chargeback process if as expected the supplier says I have to wait for the Royal Mail process of at least a couple of months.

The item was said to have been posted first class on 20th August 2014.
Royal Mail say that under their current procedures that should be received the next day but the supplier cannot claim from them for 15 working days.

pinkcloud