Refund unlawfully withheld?

Srgur

Hi everyone,

Some advice please...

We recently purchased 2 Bedside Tables (£175 each) from Pine solutions, long story short only one came and after a LOT of faff we cancelled the order and requested a refund.

As only one ever turned up I requested £175 back immediately as I couldn't see why they should keep this money from me while they process the single item return. Alas I was refused and told to wait until the courier confirmed receipt then they would start the 3-5 day refund process. Apparently this is all automated and out of their control (conveniently).

Two days since collection (with proof) and still no news of a refund as they retain my £350.

Do I have any rights here or should I just wait for them?

Thanks in advance.

neilmcl

Nobody has "unlawfully" retained your refund. They have up to 14 days to refund you.

Nilrem

Also it can and often does take a day or 3 for card payments and refunds to work through the various parts of the banking system fully.

Srgur

Seeing the responses here perhaps I wasn't clear in my original post - apologies.

I understand the time taken from refund action to payment and the many possible delays (including the 14 day permitted window), no problems with that at all, my query was why refund action was denied for an item they didn't send in the first place. When I asked why they had not actioned the refund for the missing item they confirmed it was due to the other item in transit. I accept refund action wouldn't be possible for the transit item but was a bit surprised to be denied a refund for the other one.

Every day a school day, cheers for the replies.

SuperHan

It's probably to do with their systems - it may well be easier for them to process a refund in its entirety rather than as two partial refunds.


And as they have 14 days to refund, they are entirely within their rights to delay the initial refund, unless it would take you over this period.

Srgur

Thanks to all who commented here.