Not allowing me to return items bought online

Alannah1991

So I ordered from inthestyle. The items did not arrive. I contacted them and they apologised and said that the courier had deemed the parcels lost. They could send me a replacement out straight away. I said yes to this and asked if they now had some items back in stock in different sizes. They said yes and were happy to send me out the new sizes instead. The parcels arrived. Some items fit and I want to keep. Others don’t fit or I just don’t like them on me and in person so I want to send those back. But there were also a few mistakes in the order, I received one item which was not on the returns label, one item was completely missing from the order, one was the wrong size in the wrong sized packaging, and finally one item I was sent a jumper instead of a jumper dress. As you can imagine after all the troubles ordering with them I am not very impressed with the service so far. I then get told that I cannot return any of the items as they were a replacement. I do not think this is right and even if this is their policy I was not informed of this. I am very disappointed with the company and how they are dealing with this. Does anyone have any ideas on what is best to do now? As I refuse to pay for items I do not want and that are within my 14days to return.

pinkshoes

Alannah1991 wrote: »

So I ordered from inthestyle. The items did not arrive. I contacted them and they apologised and said that the courier had deemed the parcels lost. They could send me a replacement out straight away. I said yes to this and asked if they now had some items back in stock in different sizes. They said yes and were happy to send me out the new sizes instead. The parcels arrived. Some items fit and I want to keep. Others don’t fit or I just don’t like them on me and in person so I want to send those back. But there were also a few mistakes in the order, I received one item which was not on the returns label, one item was completely missing from the order, one was the wrong size in the wrong sized packaging, and finally one item I was sent a jumper instead of a jumper dress. As you can imagine after all the troubles ordering with them I am not very impressed with the service so far. I then get told that I cannot return any of the items as they were a replacement. I do not think this is right and even if this is their policy I was not informed of this. I am very disappointed with the company and how they are dealing with this. Does anyone have any ideas on what is best to do now? As I refuse to pay for items I do not want and that are within my 14days to return.

As it was bought online, you have the right to return the items for a full refund.

You need to pay return postage though.

Lots of complaints about this company.

Personally I would return the whole lot with a note stating what you ordered vs what you actually received.

Send it tracked.

How did you pay?

DoaM

pinkshoes wrote: »

You need to pay return postage though.

Only if the seller provided T&Cs in writing (email is OK; a link to website T&Cs in an email is not) prior to the OP becoming bound by them, and those T&Cs saying that the consumer is liable for returns costs.

waamo

Is this a U.K. company?

dj1471

A quick glance at the site strongly suggested Chinese company but they're actually based in Salford.
https://www.inthestyle.com/terms-and-conditions

T&Cs are unlawful, they don't refund the original delivery charge. Customer pays for change of mind returns (if they provided the T&Cs, as above), they even charge for using their prepaid returns label which feels a bit cheeky.

Return the whole lot for a refund.