Sending something back in the post that was cancelled

signtalker

Sorry if this is not the right area if posted wrongly.


I recently ordered some vitamins online at the cost of £2.95 no big issue, as I went through the order process it said click here if you do not require an additional vitamin product which I did.
I then ended up with another item for £3.95 which I did not require. Alarm bells started to ring, so I decided to call the company A- telling them I hadn't ordered one item and wished it cancelled, and B- I wished to cancel the other one, I received two cancellation emails telling me both item were cancelled and my account wouldn't be debited.


today two lots of money have been taken from my account.
I contacted my bank who are disputing the transaction and hopefully making sure that no other money comes out of the account.


Today I get home to find two items(both those above) have been delivered to my address(I wasn't at home) royal mail tracked.


firstly I emailed the company asking them to explain why they have taken money when it clearly states the order was cancelled.


secondly what do I do with the items that have been delivered, I don't require them, and cancelled the order, do I have to return them?, at my own expense?? where do I stand legally, what do I need to do.


I have ineffect paid for these items(well in the small sense of the word) but did cancel them within, half an hour (on 18th September)


could anybody please advise what I need to do
Thanks


Julia

marliepanda

If they refund/your bank does then legally you have to return them.

They have to pay to return them, or send someone to pick them up, but you have to give them the opportunity to do this. They may not if it is a small value item, but you do need to offer it.

signtalker

Thankyou, im more than happy to return the item, but didn't see why I should have to pay when the item was cancelled.


should I email the company and explain that the item has been delivered, and I require them to sort out a return for them??


they have taken my money, so im waiting for my bank to hopefully obtain a refund.


as I cancelled the initial orders on the same day I take it any contract I had with the company is void in terms of taking any other money??


J

marliepanda

signtalker wrote: »

Thankyou, im more than happy to return the item, but didn't see why I should have to pay when the item was cancelled.


should I email the company and explain that the item has been delivered, and I require them to sort out a return for them??


they have taken my money, so im waiting for my bank to hopefully obtain a refund.


as I cancelled the initial orders on the same day I take it any contract I had with the company is void in terms of taking any other money??


J

You would be entitled to cancel regardless (unless the items were personalised) and get your money back. I would have personally spoke to the company first before my bank but it should all end the same anyway.

Just email (hopefully with a copy paste of your cancellation email) saying you have recieved and paid for an order they cancelled, please refund my money and inform me how you wish to have the items returned to you.

wealdroam

OP, I would also check that you haven't signed up to some sort of monthly subscription. If you have, then of course you will need to cancel that too.

custardy

wealdroam wrote: »

OP, I would also check that you haven't signed up to some sort of monthly subscription. If you have, then of course you will need to cancel that too.

sounds like this

https://forums.moneysavingexpert.com/discussion/4801448

wealdroam

custardy wrote: »

sounds like this

https://forums.moneysavingexpert.com/discussion/4801448

Yes, that's the type of thing I was thinking of.

signtalker

Yes that's exactly what it is!!!


I cancelled the order with the company first(within half an hour of it being ordered)so within any contractual guidelines(I hope).
I then contacted my bank to dispute the transaction as I had confirmation from the company that they wouldn't take any money from my account and that bank details would be deleted.


I requested also via the bank that no further payments be made to this company if they request them(which the bank have set up)


I have emailed the company, with a copy of their initial email, and surprise surprise no response from them!


J