Requested delivery from dentist but item undelivered, am I entitled to a refund?

ProbsAThrowAway

As part of ongoing dental treatment I needed to get a retainer replaced (which I paid for) but requested they send it to me by post as I would not be able to pick it up. This was back in January and it was apparently sent then too but I'm not entirely sure what date.

It still had not arrived last month, which I informed them of, and they have confirmed this by email however nothing was done so last week I requested a refund. They are claiming I am not entitled to one since I requested to have it delivered.

I have tried looking on line however there is next to no information I can find regarding this issue other than a few single line tidbits essentially saying "your rights are different if you request a delivery from a physical store" with no specific expansion on that.

So am I entitled to a refund or not and what should my next course of action be if they are refusing my request for refund?

bris

They should still provide the item but not necessarily a refund.


You have muddied the waters a bit though by leaving it 3 months to complain, why leave it so long? They may now think you are trying it on as it's not the kind of thing you want be without for such a long period of time.

ProbsAThrowAway

I was told it would be a few weeks before they sent it out so I was expecting it to arrive at some point in Feb. It hadn't arrived by late march (don't have exact date) which is when I told them.

Not long after I had a Royal Mail package show up but couldn't check what it was since I wasn't home and I wasn't expecting anything so I assumed it had arrived late.

Turns out it was something completely unrelated so I contacted them by email at the start of last week.

Either way they knew it hadn't arrived around 2 months after when they told me it would be shipped, a few weeks over that at most from when it was actually shipped.

IAmWales

I think you're going to struggle due to the length of time passed. A retainer is something you need to wear regularly, so you'd expect someone to chase up a non delivery quickly. Are you sure it has not been mislaid in the time you were not at home?

bris

Well if they cant prove delivery I suppose you can go down the charge back/S75 route.


If you paid by credit card then if it was over £100 you start a S75 claim for non delivery, if it was under £100 then do the same with a charge back. The chargeback is also available for debit cards, but make the claim before 120 days.