AX Paris refusing refund online

sjdunn

Last month I bought a number of items from AX Paris online. They had a sale on all their items. I returned what I didn't want (within 14 days) and requested a refund, but they sent me a credit note. I've emailed them to request the refund but they have said their policy is a credit note for sale items.

Correct me if I'm wrong, but its irrelevant if then items are on sale or not, I returned within the 14 days, and it is an online purchase, so I am entitled to a refund? Ive emailed explaining this but they are still refusing to refund. If I am right, what should my next steps be?

peter_the_piper

Why not use the credit note? Job sorted without hassle.

sjdunn

Because its over £100, the quality of the clothes was rubbish, so Id rather have the cash and not buy from them.

paddyandstumpy

Are they a uk company? If not, they aren't bound by uk consumer laws.

sjdunn

Yes, they’re returns address plus their head office address is in Manchester.

unholyangel

Contact your card provider for a chargeback (i'm assuming no one item was over £100 given you say the quality was rubbish).

Or send the retailer a letter before action.

Have they said why they think sale items dont attract a cancellation period/what section of the CCRs they are relying on?

powerful_Rogue

Very strange they promote this on their website as well

Any returned sale items will not be refunded via the payment method used, however we will issue a gift voucher/ card for the same amount to be used on the website. This does not affect your statutory rights.

It't the last bit that makes me chuckle!

sjdunn

unholyangel wrote: »

Contact your card provider for a chargeback (i'm assuming no one item was over £100 given you say the quality was rubbish).

Or send the retailer a letter before action.

Have they said why they think sale items dont attract a cancellation period/what section of the CCRs they are relying on?

Ive told them that their policy is breaking CCR, but they just keep ignoring me and saying its their policy! The last email I received just told me to write a letter of complaint if I wasnt happy. I think I will do that and then contact my credit card.

sjdunn

powerful_Rogue wrote: »

Very strange they promote this on their website as well



It't the last bit that makes me chuckle!

Haha - and they just keep ignoring me when I tell them that their 'policy' doesn't overwrite the law.

sarahrosemoore

Did you get a response from ax Paris?

Ntav

I have had this exact same thing happen to me!
Tried contacting them to say this is not clear on their website because I have never shopped with them before! Did you get much luck with getting the money paid back to your card?

Natasha