Customs charge

graceorly

I am aware there are a number of customs charge threads on here but none seem to mirror my specific scenario so i'm hoping to get some clarity.
I ordered something from a UK website. I have doubled checked on companies house and they are registered and based in the UK. There was no reason for me to believe the items I ordered were being shipped from overseas as I order online from UK companies on a daily basis and have never come across a customs charge. All items were listed in GBP.
There was no warning or message about potential customs charges or info on where the item was shipped from on the order page, order confirmation or delivery confirmation emails. Therefore this website is misleading customers, not providing any indication within any step of the ordering process that these items would be shipped from abroad.I was not given an option to make a decision as to whether I would want these items with the risk of a customs charge as this information was not provided. I have asked for a refund on the product and have been refused. I no longer want this product, the charge is 25% of what I paid for it. What are my rights in demanding a refund based on missing information on purchase?
thanks!

Fosterdog

What was the website?

davidmcn

Have you received the item? If you don't collect it and it goes back to the seller, probably easier just to pursue a distance selling refund. But would be interesting for us to see the website.

graceorly

it's called Juicy Trends (sorry i wasnt able to post a link)

graceorly

thank you , no i am refusing to pay an the customs charge. Can i ask what a distance selling refund is? website is called Juicy Trends

Aylesbury_Duck

There's plenty of information on their website about the fact that they import their goods. It's also very clear from the language style and the fact they keep talking about "free international shipping" that they send you the goods from overseas.

"Juicy partners with global manufacturers and merchants in order to provide you with the best prices and beautiful products. This means that your order is shipped from global areas such as Thailand, China, India, Turkey, Spain, etc. via China Post, e-EMS(/EMS), UPS and your local postal couriers.

In the case you are charged additional tax, duty, and/or import fees, we are not liable for those payments.
The customs charges will not be an eligible case for the refund."

LilElvis

They don't hide the fact that items are shipped from overseas and that customs charges may apply - one of the main headings on the homepage of their site is for "Shipping / Tax", it isn't buried in a screed of terms and conditions..

https://www.thejuicytrends.com

born_again

https://www.thejuicytrends.co.uk Does not exist. Even if it did, it is not a indication of a UK company.
The fact that there is a drop down box for currency, No actual UK address or tel no is a give away.

https://www.thejuicytrends.com

Look at the address in the terms of service. It appears that there are many companies listed at that address.

Sadly if you want the goods you will have to pay the duty. If not then you are losing the money you paid out.

dj1471

born_again wrote: »

Sadly if you want the goods you will have to pay the duty. If not then you are losing the money you paid out.

They claim to be a UK Ltd. company so the CCRs would apply, giving the OP the right to a full refund upon returning the goods. If they refuse the delivery (or don't collect it) it will be returned. Their card issuer should provide a chargeback if the retailer refuses a refund.

graceorly

hi, would you mind explaining what a CCR is and how i can take this further? i opened a complaint with Paypal, however they refused it as the company provided proof of delivery (only to the boarder but PP say that's all they need) thanks!

born_again

dj1471 wrote: »

They claim to be a UK Ltd. company so the CCRs would apply, giving the OP the right to a full refund upon returning the goods. If they refuse the delivery (or don't collect it) it will be returned. Their card issuer should provide a chargeback if the retailer refuses a refund.

Any refund from the company will not include any duties paid by the customer.
Also if OP refused deliver on the basis of not wanting to pay duty. It is possible that the company could reject the chargeback on the basis that customer refused to pay the duty.

While the site does have a UK address (no tel no), it does state that international delivery is free and has a drop down box to choose currency. As well as a .COM address.