Returned items using tracked return label

JamesN

Hi

I returned a number of items of clothing about 4 weeks ago. I never received a refund and so chased them up. They said Royal Mail tracking showed it as delivered but they have no record of the delivery themselves.

It was returned on a prepaid return label included in the original order.

I’ve got proof of postage.

They’re saying they’ll submit a claim to RM on my behalf but I’m not sure where I stand.

If RM said they delivered it how do I know they haven’t lost it themselves? At which point, it shouldn’t be a claim in my name.

Am I entitled to a refund of the items I returned? Or do I have to wait for the claim to play out? If so, do I stand to lose any money or would RM reimburse in full?

It’s £140 worth of stuff so hoping it’s all ok!

Thank you

DoaM

How did you pay?

the_lunatic_is_in_my_head

Send them this:

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

(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.

Basically they need to refund you within 14 days of receiving the goods back or you providing proof return.

JamesN

DoaM wrote: »

How did you pay?

Paid via Paypal

JamesN

the_lunatic_is_in_my_head wrote: »

Send them this:

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

(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.

Basically they need to refund you within 14 days of receiving the goods back or you providing proof return.

Thanks. I’ve just emailed them that as part of a lengthy response.

JamesN

Happy update. They issued my refund.

From what they were saying they were always going to do it. They just worded it poorly when referring to the RM claim.

Thanks for your help!

custardy

JamesN wrote: »

Happy update. They issued my refund.

From what they were saying they were always going to do it. They just worded it poorly when referring to the RM claim.

Thanks for your help!

I would say they were hoping you would roll over.
It scans as delivered,unlikely a claim would be successful even if they have insurance cover with RM.