Refused refund

Rust_For_Glory

Hi,

Not sure where I stand with this. I initially ordered an item on line from a legit on line shop, as soon as the item arrived I realised it wasn't as I imagined, so using their postage paid returns system I downloaded the refund label and ticked the appropriate box, which was refund for item not being what I expected.

I didn't hear anything for 10 days until I emailed them yesterday politely chasing it up for an update, apparently they're refusing a refund because the item is without it's original packaging, now, this is EXACTLY as it arrived to me, not being aware that it would have some sort of extra packaging (being a large item) I just returned it in exactly the same packing it arrived in to me.

So where do I stand? They claim all items are checked upon dispatch and that said item would have 100% been individually packaged, and I'm being 100% truthful in saying that I returned it as it arrived.

I'd rather not discuss what the item is as it's quite personal, but I'll do my best to give more info if needed. I can't afford to right off £80.

Cheers.

wealdroam

Rust_For_Glory wrote: »

Hi,

Not sure where I stand with this. I initially ordered an item on line from a legit on line shop, as soon as the item arrived I realised it wasn't as I imagined, so using their postage paid returns system I downloaded the refund label and ticked the appropriate box, which was refund for item not being what I expected.

I didn't hear anything for 10 days until I emailed them yesterday politely chasing it up for an update, apparently they're refusing a refund because the item is without it's original packaging, now, this is EXACTLY as it arrived to me, not being aware that it would have some sort of extra packaging (being a large item) I just returned it in exactly the same packing it arrived in to me.

So where do I stand? They claim all items are checked upon dispatch and that said item would have 100% been individually packaged, and I'm being 100% truthful in saying that I returned it as it arrived.

I'd rather not discuss what the item is as it's quite personal, but I'll do my best to give more info if needed. I can't afford to right off £80.

Cheers.

Even if you had returned it without it's original packaging they simply cannot refuse a refund.

There are exceptions though.
One that immediately springs to mind is if any hygiene seals have been broken then a return can be refused.

They can however reduce that refund if you have reduced the value by 'handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods'.

Rust_For_Glory

Ok, that makes perfect sense and I guess they are maybe coming from the hygiene POV, but my argument is that it didn't arrive sealed so I haven't broken any.

With the power of hindsight I should have returned it for that reason, but I didn't realise that it should have been individually wrapped/sealed to begin with!!

boo_star

Rust_For_Glory wrote: »

Ok, that makes perfect sense and I guess they are maybe coming from the hygiene POV, but my argument is that it didn't arrive sealed so I haven't broken any.

With the power of hindsight I should have returned it for that reason, but I didn't realise that it should have been individually wrapped/sealed to begin with!!

So what was it?

unholyangel

wealdroam wrote: »

Even if you had returned it without it's original packaging they simply cannot refuse a refund.

There are exceptions though.
One that immediately springs to mind is if any hygiene seals have been broken then a return can be refused.

They can however reduce that refund if you have reduced the value by 'handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods'.

Just to add onto this - they can only reduce the refund IF they informed you of your rights/that a deduction would be made - and if your handling goes beyond what is necessary to establish the characteristics/functioning of the goods.

If they never informed you of the required info via durable medium then they can't make a deduction - even if your handling did diminish the value of the goods.

I know you're not keen on telling us what was ordered, but can you tell us who it was ordered from? Or have you perhaps done an internet search to see if anyone else has made the same complaint about the company? Or whether the company comply with the CCRs by giving you the necessary information via durable medium?

Hedgehog99

boo_star wrote: »

So what was it?

The OP has already said they'd rather not say.
Save their blushes and leave it at that.

boo_star

Hedgehog99 wrote: »

The OP has already said they'd rather not say.
Save their blushes and leave it at that.

Fair enough.

I was only wondering if it was really a hygiene issue or if the company was claiming it was to get out of a refund.

caz125

I have a returns question I bought items from Sports Direct online and took them back to my local store for refund to be told I could only have a credit note or an exchange at the store and not a refund. Is this correct can I only get a refund by posting them back. Surely if you can order online and collect in store you can also order on line and refund in store?

vuvuzela

caz125 wrote: »

I have a returns question I bought items from Sports Direct online and took them back to my local store for refund to be told I could only have a credit note or an exchange at the store and not a refund. Is this correct can I only get a refund by posting them back. Surely if you can order online and collect in store you can also order on line and refund in store?

That is correct. They can give more advantageous terms for delivery/collection if they wish, as long as they tell you beforehand what the returns procedure is, and they do that on their website.

Johnnytwostep

boo_star wrote: »

So what was it?

Rust_For_Glory

I dug my heels in about it being returned in the exact packaging that it arrived, and that if indeed it should have arrived to me individually sealed then I must have been sold someone else's return or suggested their pre postage inspection isn't all it cracks up to be.

Apparently their head of marketing is on holiday until Monday and they will get back to me by the close of play on Monday.

Not expecting a positive result TBH.

And no, it wasn't a rabbit, it was an item to help with a personal health issue I'd rather not openly discuss.