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Item not received - refund policy
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checkmate2000
Posts: 20 Forumite

Hi all
I am after some advice. I purchased a product through one online shop. It was next day delivery. I ordered on Friday afternoon for Tuesday delivery as it missed the 4pm slot for Monday delivery. That was fine. However, Come Tuesday I did not receive, apparently my postcode was incorrect with Hermes, but supplier confirmed no it is correct. Then come wed, thurs, fri and sat and I didn’t receive. So on sat I asked for cancelation. They cannot process cancelation until they do not receive the product from courier. It’s been further 5 working days, I got in touch today, and apparently they still have not received the product from Hermes. Once they receive I have to wait further 7-10 working days for refund. Supplier have just told me they have to wait for return. Is my grounds to just wait wait wait…? Alternatively, can I do something? I paid via paypal. If it wa my job to send item back I understand but I didn’t even receive the item. Any advice what I can?
Thanks
I am after some advice. I purchased a product through one online shop. It was next day delivery. I ordered on Friday afternoon for Tuesday delivery as it missed the 4pm slot for Monday delivery. That was fine. However, Come Tuesday I did not receive, apparently my postcode was incorrect with Hermes, but supplier confirmed no it is correct. Then come wed, thurs, fri and sat and I didn’t receive. So on sat I asked for cancelation. They cannot process cancelation until they do not receive the product from courier. It’s been further 5 working days, I got in touch today, and apparently they still have not received the product from Hermes. Once they receive I have to wait further 7-10 working days for refund. Supplier have just told me they have to wait for return. Is my grounds to just wait wait wait…? Alternatively, can I do something? I paid via paypal. If it wa my job to send item back I understand but I didn’t even receive the item. Any advice what I can?
Thanks
0
Comments
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Sounds like Hermes.0
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checkmate2000 wrote: »Hi all
I am after some advice. I purchased a product through one online shop. It was next day delivery. I ordered on Friday afternoon for Tuesday delivery as it missed the 4pm slot for Monday delivery. That was fine. However, Come Tuesday I did not receive, apparently my postcode was incorrect with Hermes, but supplier confirmed no it is correct. Then come wed, thurs, fri and sat and I didn’t receive. So on sat I asked for cancelation. They cannot process cancelation until they do not receive the product from courier. It’s been further 5 working days, I got in touch today, and apparently they still have not received the product from Hermes. Once they receive I have to wait further 7-10 working days for refund. Supplier have just told me they have to wait for return. Is my grounds to just wait wait wait…? Alternatively, can I do something? I paid via paypal. If it wa my job to send item back I understand but I didn’t even receive the item. Any advice what I can?
Thanks
Your refund has nothing to do with the courier- ask the store once more for a refund and if that doesn't work look to see the chargeback options on the payment service you used, how did you pay?I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.0
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