Where do i stand - lost goods

kev.s

Hi, Very long story short. I sent 2 pairs of faulty jeans back to a well know retailer, they sent me a collections/returns note for 2 x pairs of jeans, i packed and sent back 2 x pairs of jeans, i sent them a copy of the proof of postage, they confirm receipt of the package. then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim, they claim they cannot progress without it - 8 months ago and i don't have it. Its a bit suspect the fact they confirmed receipt of the package.

Whats my rights on this beyond their company? paid by cash and debit card.

Oakdene

kev.s wrote: »

Hi, Very long story short. I sent 2 pairs of faulty jeans back to a well know retailer, they sent me a collections/returns note for 2 x pairs of jeans, i packed and sent back 2 x pairs of jeans, i sent them a copy of the proof of postage, they confirm receipt of the package. then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim, they claim they cannot progress without it - 8 months ago and i don't have it. Its a bit suspect the fact they confirmed receipt of the package.

Whats my rights on this beyond their company? paid by cash and debit card.

Would you be able to show them a redacted bank statement which shows the transaction?

shaun_from_Africa

kev.s wrote: »

then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim,.

Contact them again and say that you will try to find your proof of purchase to help them claim their loss from the courier company or Royal Mail but point out that whatever you can or can't provide doesn't have any bearing on their having to provide a full refund to you.

You followed their instructions and returned the goods and they have stated that those goods have been received so they are legally obligated to refund you.

kev.s

I have said to them i can give them the bank details from the first pair, the 2nd was paid cash which i've no receipt for. I just wanted to know if i have any consumer law i could state to them, it would appear to me that after they received them from me, they perhaps sent them elsewhere and then they had been lost, bis suspicious.

sheramber

shaun_from_Africa wrote: »

Contact them again and say that you will try to find your proof of purchase to help them claim their loss from the courier company or Royal Mail but point out that whatever you can or can't provide doesn't have any bearing on their having to provide a full refund to you.

You followed their instructions and returned the goods and they have stated that those goods have been received so they are legally obligated to refund you.

The OP returned faulty goods.
They are not claiming not to have received the goods back.

They want proof the OP bought the goods in the first place to prove he did buy them from them.
The same applies if you take goods back to a shop in person.
As he paid cash for one pair he must have bought form shop premises.

shaun_from_Africa

sheramber wrote: »

The OP returned faulty goods.
They are not claiming not to have received the goods back.

They want proof the OP bought the goods in the first place to prove he did buy them from them

kev.s wrote: »

i sent them a copy of the proof of postage, they confirm receipt of the package. then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim,

It sounds like the retailer wants the proof of purchase to enable them to claim for the loss from the courier/Royal mail.

George_Michael

kev.s wrote: »

Hi, Very long story short. I sent 2 pairs of faulty jeans back to a well know retailer, they sent me a collections/returns note for 2 x pairs of jeans

The retailer sent you a returns note but who paid for the actual return?
If it was a prepaid service paid for by the retailer then once you have handed the package over to their agent and obtained proof of this, they become liable for any loss and irrespective of whether or not they can claim if the package wasn't delivered back to them, they must still refund you.

If however, you paid for the delivery then you should claim for the lost package from the courier firm.

kev.s

George_Michael wrote: »

The retailer sent you a returns note but who paid for the actual return?
If it was a prepaid service paid for by the retailer then once you have handed the package over to their agent and obtained proof of this, they become liable for any loss and irrespective of whether or not they can claim if the package wasn't delivered back to them, they must still refund you.

If however, you paid for the delivery then you should claim for the lost package from the courier firm.

They sent the returns label postage was covered by them. I sent them the proof of postage, they confirmed receipt of the package later, but now claim it's lost.
do you have a link to that information which states they are liable?

CardinalWolsey

Sorry, are you saying that the retailer is asking for your proof of purchase (of the jeans) in order for them to make a claim against the courier company?

If so, this is irrelevant. The retailer needs to provide their proof of purchase from their supplier if they need to demonstrate cost/value of the jeans that have gone missing. They won't be insured/covered up to the price you will have paid - they will be covered up to the price the supplier paid. Two very different values.