advice on lost returned parcel

Folo

Morning all,

I'm hoping one of you might know the answer to this one. I recently purchased a number of goods from an online retailer during their sale. As I purchased multiple sizes I returned some of the items using their free returns service. I sent the items back in two parcels within a couple of days of receipt and used the Royal Mail pre-paid sticker provided by them and of course obtained proof of postage. One parcel was refunded within the 14 day window suggested by the Consumer Contracts Act, the other parcel has yet to be processed and refunded despite the fact it was posted at exactly the same time in exactly the same place.

I can see from looking at the Royal Mail website that all the goods have been delivered, yet when I contact the company they say that what I will have seen from the Royal Mail tracking is that the parcel reached the Leeds Mail Centre, from which their warehouse collect returns in large batches of hundreds of parcels. They claim it is likely they have received the parcel back and are just currently working through before asking me to give it more time before looking into it further. The question is how much more time should I actually give them and is there any relevant law to throw back at them here? To date it has been a month since the parcel was apparently received at the warehouse according to the Royal Mail website. I have scoured the internet looking for solutions and relevant law to quote, and I imagine the answer lies in the Consumer Contracts Act somewhere, but really what do you do when you've followed the retailers returns instructions, they have apparently received the parcel but have not processed the refund? if it's relevant I paid by credit card rather than debit believing it would give me extra protection. Any help would be very gratefully appreciated. Many thanks for reading as I'm getting rather frustrated.

neilmcl

Folo wrote: »

Morning all,

I'm hoping one of you might know the answer to this one. I recently purchased a number of goods from an online retailer during their sale. As I purchased multiple sizes I returned some of the items using their free returns service. I sent the items back in two parcels within a couple of days of receipt and used the Royal Mail pre-paid sticker provided by them and of course obtained proof of postage. One parcel was refunded within the 14 day window suggested by the Consumer Contracts Act, the other parcel has yet to be processed and refunded despite the fact it was posted at exactly the same time in exactly the same place.

I can see from looking at the Royal Mail website that all the goods have been delivered, yet when I contact the company they say that what I will have seen from the Royal Mail tracking is that the parcel reached the Leeds Mail Centre, from which their warehouse collect returns in large batches of hundreds of parcels. They claim it is likely they have received the parcel back and are just currently working through before asking me to give it more time before looking into it further. The question is how much more time should I actually give them and is there any relevant law to throw back at them here? To date it has been a month since the parcel was apparently received at the warehouse according to the Royal Mail website. I have scoured the internet looking for solutions and relevant law to quote, and I imagine the answer lies in the Consumer Contracts Act somewhere, but really what do you do when you've followed the retailers returns instructions, they have apparently received the parcel but have not processed the refund? if it's relevant I paid by credit card rather than debit believing it would give me extra protection. Any help would be very gratefully appreciated. Many thanks for reading as I'm getting rather frustrated.

The remainder of the 14 days. You have 14 days to send the items back and they have 14 to refund you, assuming they actually get the goods back.

Hermione_Granger

neilmcl wrote: »

The remainder of the 14 days. You have 14 days to send the items back and they have 14 to refund you, assuming they actually get the goods back.

But according to the OP, the package was delivered to the company a month ago.

neilmcl

Hermione_Granger wrote: »

But according to the OP, the package was delivered to the company a month ago.

Missed that bit, teach me not to read the entire post.

I suppose it comes down to how much further time and effort does the OP want to give this. Personally I'd give it another week and if noting still then they need to write an LBA demanding their payment.

custardy

Take it its ASOS at the YDC?
End of the day,the tracking shows as delivered. Their process isnt your problem

unholyangel

Perhaps remind them that the CCRs state:

4) Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or
(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

(6) Otherwise, the time is the end of 14 days after the day on which the trader is informed of the consumer’s decision to withdraw the offer or cancel the contract, in accordance with regulation 44.