Returned items not refunded

feeling-good

I’m not sure where I stand with this so your advice would be appreciated.

I purchased 4 items from a well known clothing retailer over the internet. Three jackets and a pair of flip flops. All items were a really poor fit so I returned them through Royal Mail using their return label at no cost to me. All 4 items were in one package which was the original packaging they were sent in. They have refunded the value of the flip flops, £9 and that’s it. I have called them and asked where the other £187 is and they are saying they are awaiting further returns. I have explained to them that the 4 items were in one package and if they have got the flip flops they have got the other 3 items. I’m currently out of pocket £187 and stuck with what to do next as they are refusing to refund. I sent them a copy of the return receipt which clearly shows the weight returned was 3KG. Other than that I have no other proof. Help!

Aylesbury_Duck

Ask them about the state of the parcel when it arrived. Was it obviously tampered with or damaged, for example. I'm not sure on the law on this because you used their return label, which perhaps means the return was their responsibility (once you'd packaged the items properly and handed them over at the post office). Had you sent them yourself (paid for the return yourself, that is) the onus might have been on you to insure the contents appropriately.

Someone with better legal knowledge will probably be along to give you more informed advice.

DaftyDuck

When you posted them, you would (probably!) have been given a receipt. That should state the weight of the parcel. Do you have one?




Edit; bloody ducks: must be the weather!