Can't get a refund

moneytroll

wealdroam wrote: »

What is this '90-day refund protection guarantee' you speak of?

Is it perhaps something offered by your particular brand of credit card?

Can you please supply a link to any documentation on it?

Is this what you are thinking of?...

If so, you'll see it doesn't appear to offer 'change of mind' protection.
Must be something else.

My Amex cards offer it: https://www.americanexpress.com/uk/content/security/shopping-protection/

"90 days’ refund protection
Having trouble getting a UK retailer to give you a refund? If your retailer refuses to offer your money back on eligible items purchased with your American Express Card, we’ll refund the purchase price ourselves. Terms, Conditions and exclusions apply"

In the TCs, it doesn't seem to state that a reason is needed.

moneytroll

Le_Kirk wrote: »

Have you actually tried to return it? If so, what did the seller say?

My wife tried reaching them for two weeks (as I was away). Eventually I emailed them via their own contact forms and then they replied to me to say that they only accept returns within 20 days (from the date of purchase). When I asked if they could make an exception (listing various reasons) they wrote: "Unfortunately, because the warranty starts from the date of manufacture, we have to be very strict on return timescales."

The returns policy is stated here:
https://www.heatingcontrolsonline.co.uk/returns

The longer story is:
our boiler was misbehaving and it was our plumber who suggested over the phone to my wife that it is perhaps our thermostat that is at fault and gave her instructions to order it because it would take too long for him to do it and he was supposed to come the day the item arrived. She did it but then the plumber got busy with other jobs and kept cancelling 3 weeks in a row to come to us to check & fix the boiler. When I eventually called him and explained the problem once again, he then said that it's probably not the thermostat after all so i immediately told my wife to return it. She then tried contacting the shop but got no reply from them (they also have no phone number and don't seem to reply via the stated email). When I got back, I did manage to get hold of the shop via their contact form and they got back to me to say that 20 days have lapsed. I wanted confirmation first before sending the item (and then not only not getting a refund but also not having the item anymore).

My plan B was using the card protection but I was dismayed that a debit card was used, not credit card.
Anyway, I am more annoyed that i am still unable to get the plumber to come and fix our boiler...
A plan C (unlikely) is perhaps that the plumber can buy it off us to use it for his jobs, but he is not replying...
It was basically my fault for not being on top of those things but business trips abroad for almost the entire month made it impossible to keep on top of it.

Ok, rant over! mt

photome

Op have you read post #5

mije1983

Sue the plumber?

I'd definitely get a new one! They don't sound reliable. 'Got busy with other jobs'? But I presume you had asked them to come on a certain day and they agreed? Only to then not turn up?

Geoff1963

business trips abroad for almost the entire month

The cost of a £150 item you don't need, is surely a small trade off against the extra earnings of the business trips.

eBay does sound a good idea ; maybe you have a friend who does a lot of that and could do it for you. The size / value being small, makes the postage a small proportion. Then again, if you earn a lot / hour, it won't be worth the bother.

moneytroll

Geoff1963 wrote: »

The cost of a £150 item you don't need, is surely a small trade off against the extra earnings of the business trips.

eBay does sound a good idea ; maybe you have a friend who does a lot of that and could do it for you. The size / value being small, makes the postage a small proportion. Then again, if you earn a lot / hour, it won't be worth the bother.

I take your point. I am just a bit OCD about wastage. (Or not getting tasks completed).

Yes, plumber has been agreeing to come and then not turning up for the past 3 weeks. I guess the other jobs must pay better or something.