Am I entitled to a full refund when buying an item in an online sale? (UK company)

hollydays

Telephone number is showing as a web designer called marvel design in Newcastle on Tyne.
At least one typo.
https://www.sonofzeus.co.uk

born_again

hollydays wrote: »

Telephone number is showing as a web designer called marvel design in Newcastle on Tyne.
At least one typo.

Yet if you google the number and follow the link to the above name, they list 2 different numbers.

hollydays

https://www.sonofzeus.co.uk

The companies house address on their website appears to their accountant or IT company .
What address did you return to.

dishwell21

hollydays wrote: »

The companies house address on their website appears to their accountant or it company .
What address did you return to.

Can't remember it was on the bottom of the box "Return to: ____"

Though it has been confirmed delivered by Royal Mail via their app and the company itself acknowledged the delivery - just refusing a refund.

hollydays

Their reviews on trustpilot are highly dubious.
One of them written by a family member [Name Removed by Forum Team] -actually a director of the" company" which is against trustpilot rules.
https://www.sonofzeus.co.uk

mije1983

I would thank them for reminding you of their policy, and in turn remind them of their legal obligations as an online distance seller. Their policy cannot dilute your statutory rights and you are already overdue your refund.

If you have no luck with PayPal, I'd just send them a LBA (the company not PayPal). Their FAQs regarding returns are also in breach of the CCRs.


As a side note, this one statement would have put me off them!

If you're exchanging for a different item we will charge for any cost increase but we do not cover any cost decrease.

hollydays

They also claim their items are made in england
and as far as I can see , mostly say they are organic cotton certified by gots
I'm finding that questionable.
They need asking for this information if anyone buys from them
https://www.global-standard.org/images/stories/Security_Advice_Adverts_2018/GOTS_SecAdvise_Consumers_engl_105x148_engl.pdf
Take screenshots


Also this crummy looking nylon rucksack , allegedly " top grain saffiano " Italian leather"£70 (-edit April 2020 now £250)
https://sonofzeus.co.uk/collections/bags/products/city-backpack-in-black-nylon-and-leather

theonlywayisup

Is your PayPal dispute still open? If it is, do NOT close it.

Did Paypal tell you to return the item?

Do you have proof of delivery?

dishwell21

theonlywayisup wrote: »

Is your PayPal dispute still open? If it is, do NOT close it.

Did Paypal tell you to return the item?

Do you have proof of delivery?

1. Yes it is still open. I just replied to them now informing them of the Consumer Contracts Regulations 2013 act and demanded a full refund. I guess if they ignore that I will escalate the case to paypal?

2. Not sure I understand your question, I returned it as it didn't fit and bad quality.

3. Yes I do.

UPDATE: The company just responded to me with this:

"That only applies to full priced goods. Not for sale items which comes down to store policy. Also you have said in the case it is due to item not as described however now you are stating this is a fit issue."

Seems to be totally ignoring the fact that sale items also apply to the Consumer Contracts Regulations 2013...

soolin

dishwell21 wrote: »

1. Yes it is still open. I just replied to them now informing them of the Consumer Contracts Regulations 2013 act and demanded a full refund. I guess if they ignore that I will escalate the case to paypal?

2. Not sure I understand your question, I returned it as it didn't fit and bad quality.

3. Yes I do.

With a PayPal case for SNAD usually paypal will tell you to return the item, and at that point you upload the return tracking number into PayPal and when it shows as delivered PayPal force the refund.

If all this has happened give PayPal a ring and ask them to close the case now in your favour and do the refund.