Online Returns Help; being refused refund because items ‘on sale’.

ElleT711

Hi there!

Can anyone help with this? I recently made a purchase on AX Paris website, buying a couple of dresses. They didn’t suit me so I returned them within the 14 day cooling off period. However, they have refunded me via gift card stating that as the items were on sale, they will not refund my money. I have requested twice that I have my money returned, citing the distance selling regs, but have been told ‘sorry you feel that way’ and that they don’t offer refunds on sale items.

Having researched, I am under the impression that all items bought online should be refunded if you return them within 14 days of receipt. Apart from personalised, perishables, seals broken etc.

Am I right? And if so, where do I go from here?

Thanks for any help.

Caz3121

discussed previously here - https://forums.moneysavingexpert.com/discussion/5936463/ax-paris-refusing-refund-online

ElleT711

Thanks. Seems I’m going to have to go to Trading Standards then!

lincroft1710

ElleT711 wrote: »

Thanks. Seems I’m going to have to go to Trading Standards then!

Who will only be interested if many others have made the same or a very similar complaint against the company.

unholyangel

ElleT711 wrote: »

Thanks. Seems I’m going to have to go to Trading Standards then!

How did you pay? If by card then try a chargeback (assuming they werent over £100) for credit not received and inform your bank that your right to cancel under the CCRs forms part of the contract (which requires that they refund you by the same means you made the payment) and therefore its a credit not received.

While its possible that TS might have a quiet word with them and the retailer will realise the error of their ways, the sheer number of complaints we alone have heard about them leads me to believe your TS isn't bothered about them or they aren't bothered about TS. Which isn't going to help you given TS would only ever take legal action to punish the company.....not to get your money back.

ElleT711

That’s really frustrating! What is the point of buyer protection legislation if there is no follow up when companies flout the rules?
I paid with PayPal. Not sure where I stand with them.

JJ_Egan

Small Claims Court is your follow up .

But i would send a LBA letter before action first ( google for templates )

waamo

Try a refund from PayPal however I suspect it will fail. If it does then send a letter before claim demanding your money back.

When they say no issue a county court claim. This can be done online here https://www.gov.uk/make-money-claim

Given this companies track record I see no mileage in playing letter ping pong with them, the process takes long enough without faffing about.

Put a complaint in to TS as they only act on multiple complaints. I suspect most people don't bother so it doesn't get actioned.