CeX refund issue help

Steph86h

I bought an iPad Pro from cex for £890 on o2 6 1/2 moths ago. I paid £25 to have it unlocked. It developed a fault and would not always recognise touch. So I contacted cex and they said take it back to store.

It was taken into the local CeX this weekend and I showed them the fault & asked for the refund they agreed after some discussion to refund the full £890 I paid for it. I paid in vouchers and covers the rest vi PayPal. They issued me a £755 voucher & said I would receive the other £137.50 via PayPal in a few days as it was over 30 days so they couldn’t issue the money strait away. They printed something off showing the message sent to cex head office requesting the £ refund & showing the voucher number they issued. I went online to order a new iPad from cex after getting a message from PayPal saying the £137.50 had been refunded. I imputed the voucher and received a message saying the voucher had been cancelled. So I went back into my emails to check the details I had written down from the email voucher were correct. I found I had received a new email from cex with a new voucher attachment. When I opened this one it was for £535. So they have cancelled my original refund for £890 and re issued a refund for £215 less.

My question is , is this legal ?
Surely if they have agreed to refund me the original £890 they have to honour that and can’t just change there mind and cancel it. Had they told me they were only going to refund that much I may have decided not to get a refund and instead to have a like for like replacement as I mentioned before I had paid for it unlocked so the refund they have issued would not cover a like for like replacement.

I have emailed them (as I find they have no customer service number) and asked they re issue the £755 that they cancelled.

If anyone has any advice on what action I should take I would really appreciate it thanks.

bris

It's legal if the did it straight away as they are taking use into consideration.


They are in a bit of a grey area now though as they already gave you the first refund so that in effect was legally binding. You would need to push hard and threaten court action for the shortfall but you would have a good case.

steampowered

As they agreed to refund you before you handed back the ipad, I think that is legally binding.

Personally I would be complaining in writing and pushing for the full refund. Cancelling and reissuing an agreed voucher is really bad form.