Refund Delayed

Lip_Stick

Hi there. I ordered a few items from Abercrombie that was being delivered by Hermes (arghhhh). An item that I wanted had come back into stock, so I re-ordered with a few additional things, as I found out I could the collect the second delivery from a Post Office.

I refused delivery of the Hermes parcel on the 16th but their tracking info stated that I signed for it, A few days later that changed and it said 'return to sender requested' showing that it happened on 17th, the day after I 'signed' for it. That status hasn't changed to show that Abercrombie have received it since then.

Abercrombie had taken the money out of my account when the parcel was allegedly delivered and I'm now waiting for it to be refunded. They have said that they'll action the refund when the parcel is returned but knowing how awful Hermes are, I'm not confident that will happen this year lol.

I'm just wondering what my rights are, as in timescales for a refund. Can Abercrombie leave it until they get the parcel which may never happen or do they have to refund before then? Just one thing, I'm unsure whether the Consumer Rights Act 2015 would apply as returns have to be sent to the Netherlands, so not sure if that address is classed as their base?

wealdroam

Lip_Stick wrote: »

Hi there. I ordered a few items from Abercrombie that was being delivered by Hermes (arghhhh). An item that I wanted had come back into stock, so I re-ordered with a few additional things, as I found out I could the collect the second delivery from a Post Office.

I refused delivery of the Hermes parcel on the 16th but their tracking info stated that I signed for it, A few days later that changed and it said 'return to sender requested' showing that it happened on 17th, the day after I 'signed' for it. That status hasn't changed to show that Abercrombie have received it since then.

Abercrombie had taken the money out of my account when the parcel was allegedly delivered and I'm now waiting for it to be refunded. They have said that they'll action the refund when the parcel is returned but knowing how awful Hermes are, I'm not confident that will happen this year lol.

I'm just wondering what my rights are, as in timescales for a refund. Can Abercrombie leave it until they get the parcel which may never happen or do they have to refund before then? Just one thing, I'm unsure whether the Consumer Rights Act 2015 would apply as returns have to be sent to the Netherlands, so not sure if that address is classed as their base?

Your rights are to receive a refund within 14 days of them receiving the goods back or within 14 days of you providing evidence that you have sent the stuff back.
I guess you cannot provide any proof that you have returned the goods, so it looks like you'l have to wait until after they get the goods for your refund.

Regulation 34 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 spells it out.

Lip_Stick

Thanks for the reply and info. Well the Hermes status does state 'return to sender requested' which I take to mean that they have the parcel and I've requested it to be returned, rather than I've just contacted them and they've yet to get it. Also I didn't sign anything when I refused delivery so don't see how Hermes can say that I had the parcel at any point.

wealdroam

Lip_Stick wrote: »

Thanks for the reply and info. Well the Hermes status does state 'return to sender requested' which I take to mean that they have the parcel and I've requested it to be returned, rather than I've just contacted them and they've yet to get it. Also I didn't sign anything when I refused delivery so don't see how Hermes can say that I had the parcel at any point.

So have you provided evidence to the seller of having sent the stuff back?