Returned goods not received by vendor

anh1904 · 12 January 2015 at 9:34AM

I bought a coat which the zip broke within 3 months.

I contacted the shop where I bought it, and the said I could refund or exchange. The shop I bought it had closed down, so they sent a pre-paid label, which I used by boxing up the coat and attaching (very) securely.

I work full time, and have no opportunity to visit the PO, so work reception said they would ask our postman if he could take it (which he did)

The shop are now claiming that they haven't received it, and won't process anything until they do. (which is fair enough)

My issue is that there's no barcode or unique identifier on the label, so my handwritten notes are the only means of identification. I'd be more inclined to believe a problem/error at the returns depot than non delivery by the post office.

Do I have any rights, or is it my problem and just tough luck? Item was collected on Friday 19 December.

molerat · 12 January 2015 at 11:24AM

By not taking it to the post office you have no proof that you sent it.

Lisbon · 12 January 2015 at 11:57PM

anh1904 wrote: »

My issue is that there's no barcode or unique identifier on the label, so my handwritten notes are the only means of identification. I'd be more inclined to believe a problem/error at the returns depot than non delivery by the post office.

Do I have any rights, or is it my problem and just tough luck? Item was collected on Friday 19 December.

Many return labels are generic - for example, M&S (they rely on the customer slip inside) - so it is incumbent on the customer to ensure they include clear details inside. You'd be amazed how many don't even have a name and address...

Even if you had proof of posting, that wouldn't be proof of delivery.

Unfortunately you have no rights in this situation. It may be worth contacting the vendor again and asking if they'd keep an eye out for the coat/giving a description of it - there can't be that many people returning a similar item and it might 'miraculously' turn up in response to a further polite enquiry.