What're my rights here? (Online purchase)

MO1

Hello everyone.
I'm having some issues with an online company.

I made a subscription payment to a company called "TokyoTreats" in which I didn't mean or want to make.
Because there was no cancel order button for me to access on the page, I immediately sent them an email, requesting to cancel the order.

I received an email back saying they wouldn't refund me. No given reason.
The next day I logged into my internet banking and found the payment to still be processing.
Today I looked again and the payment was gone from my statement. I asked if this meant it had been cancelled, however the helpful customer service person told me that it meant the payment has not been claimed by the company, meaning they clearly haven't sent it out yet (despite me receiving a shipping email) because why would they ship something they don't have a concrete payment for yet?

As it's a food item, I know there are some limited rights on returns, but surely with me emailing them as soon as I placed the order is not too late to get a refund?
It's like going into TESCO, buying some crisps, then walking back to the till a minute later with your receipt and not being allowed to return them.
It makes no sense to me.

Can anyone help? What should I do?
The card company said they could use their disputes team, but will this work in my favour, or theirs?

Hasbeen

MO1 wrote: »

Hello everyone.
I'm having some issues with an online company.

I made a subscription payment to a company called "TokyoTreats" in which I didn't mean or want to make.
Because there was no cancel order button for me to access on the page, I immediately sent them an email, requesting to cancel the order.

I received an email back saying they wouldn't refund me. No given reason.
The next day I logged into my internet banking and found the payment to still be processing.
Today I looked again and the payment was gone from my statement. I asked if this meant it had been cancelled, however the helpful customer service person told me that it meant the payment has not been claimed by the company, meaning they clearly haven't sent it out yet (despite me receiving a shipping email) because why would they ship something they don't have a concrete payment for yet?

As it's a food item, I know there are some limited rights on returns, but surely with me emailing them as soon as I placed the order is not too late to get a refund?
It's like going into TESCO, buying some crisps, then walking back to the till a minute later with your receipt and not being allowed to return them.
It makes no sense to me.

Can anyone help? What should I do?
The card company said they could use their disputes team, but will this work in my favour, or theirs?

You made a subscription you did not mean or want to make??
Its not a site that is easily available to look at.

You should ensure you now cancel your subscription that you did not mean to make.

https://help.tokyotreat.com/hc/en-us/articles/205734678-How-do-I-cancel-my-subscription-

https://uk.trustpilot.com/review/tokyotreat.com

marliepanda

I hate it when I fall on my keyboard and it types my debit card details and my address and signs up to stuff.

Also with your Tesco example, Tesco could 100% refuse to refund you a millisecond after purchase.

When/if you get the box, return it for a refund. *edit* I had it in my head these were a UK company because my friend subs and other reasons which make no sense.

You are bound by the Japanese laws about online sales. I dont know these.

agrinnall

MO1 wrote: »

It's like going into TESCO, buying some crisps, then walking back to the till a minute later with your receipt and not being allowed to return them.
It makes no sense to me.

You should probably be careful about using analogies to support your case, because in the situation you have described you would have no legal right to return the crisps, you would be entirely dependent on Tesco's own returns policy, and if their policy was not to refund food items then the crisps would be yours.



If the company you bought from is this one


https://tokyotreat.com/


then I haven't yet been able to find where they are based, but I very much doubt if they are a UK company, so you will be reliant on consumer law in their home company.



[Note, another search suggests they may be based in Mumbai]

k3lvc

MO1 wrote: »

I made a subscription payment to a company called "TokyoTreats" in which I didn't mean or want to make.
Because there was no cancel order button for me to access on the page, I immediately sent them an email, requesting to cancel the order.

Out of interest how could you not mean or want to purchase yet still did ? There are so many stages to go through before you press the confirm button ?

It's a recently opened non UK site with some pretty scathing reviews of their customer service.

Sorry I can't offer advice but a prime example of Caveat Emptor

MO1

marliepanda wrote: »

I hate it when I fall on my keyboard and it types my debit card details and my address and signs up to stuff.

Also with your Tesco example, Tesco could 100% refuse to refund you a millisecond after purchase.

When/if you get the box, return it for a refund.

"We couldn't issue any refund if you return the box to our office.
We only can issue a refund if the post office is the one that sent the box back in our office."
Reply from the company about it, when I brought up returning it.

marliepanda

MO1 wrote: »

"We couldn't issue any refund if you return the box to our office.
We only can issue a refund if the post office is the one that sent the box back in our office."
Reply from the company about it, when I brought up returning it.

So they are saying you need to refuse the parcel and you may get a refund. Seems a lot of hassle for £15/20. why not just keep it as a one off? You were clearly interested in the product if you accidentally bought one.

k3lvc

marliepanda wrote: »

So they are saying you need to refuse the parcel and you may get a refund. Seems a lot of hassle for £15/20. why not just keep it as a one off? You were clearly interested in the product if you accidentally bought one.

And in their T&C's they'll deduct postage on a refund so I suspect you'll be left with very little - presumably there'll also be ex-rate charges as you won't have bought in GBP

MO1

It's starting to look like that's my only option

MO1

After reading some reviews online, there's been a lot of talk of them charging cards after people cancel their subscriptions regardless.
This looks like it's going to be fun..

MO1

Thanks anyway guys.