Return of partial order with applied discount for spending over £509

joenixon1986

Hi,

Looking for some advice on the return of a partial order. I ordered some bathroom bits from soak.com spending over £500 and using a code which gave £100 off. When the order arrived, one of the products was different to what I expected so
I returned £300 worth of shower. I was then refunded £300-£100 as presumably the offer no longer applied to the sale.

My question is, is this actually legal after the sale? I’m not trying to be tight or take advantage of getting a discount with the intention of returning items. I just figured that the £100 might be partially reduced in proportion to my order. But could be wrong. I’d just like to understand the situation better on what can be done by soak. Particularly as they lost my return and I had to complain and get parceforce involve to confirm correct delivery, but that’s another story...

What did you buy? Variety of bathroom bits
When did you buy it? Within the last month
Where from? internet
How did pay for it? Credit card
What went wrong? Return processed at lower rate than invoices due to reduction of discount of £100.
What are the vendors telling you? Actually still haven’t confirmed they have refunded, and are ignoring emails that they lost my return. Refund is appearing on credit card at a lower rate than the value paid for individual item.
What solution or remedy are you looking for? (Companies may Repair / Refund / Replace) to understand if they can actually offset a discount on return, given the invoice for the individual item was at £299, but they refunded £199 without communication


Hopefully this gives all of the information you need to advise. Again, if this is correct, then I’m fine with it, but I wasn’t sure.

Thanks in advance for any support you can give.

Joe

KatrinaWaves

Yes It is legal. This could easily be manipulated otherwise to get items for almost free .

You are expecting a discount of £100 on an order of £200, a discount of 50% when the initial discount offered was 20% with a high spend threshold. They do not have to give you this.

bris

What you should have done was return the entire order, got a full refund and started again.


They were right because your discount was dependent on your order, you changed that order so the discount no longer applies.

unholyangel

I originally got the impression from your title the discount was only on orders over a certain value but you haven't mentioned whether this is the case or not. Was it £100 off orders over x amount or just £100 off?

Caz3121

assuming this one
Soak.com Voucher Code: £100 Off + Free Delivery
Terms & Conditions
Offer is automatically applied at checkout, no voucher code required. In order to qualify for this deal you must spend at least £500

with the return, you will not have spent £500 so don't qualify

assume order £600, discount £100...paid £500
return £300 item, keeping £300 of items (which had you purchased alone you would have paid £300 for) If they refunded £300 you would have paid £200 for the £300 items and received £100 discount you were not entitled to.

garth549

Of course it is! Otherwise you could order £500 worth of goods, return £400's worth and hey presto, £100 worth of stuff for free!

joenixon1986

Thanks, order was about £590. £100 off was for spend over £500.

No worries, just disappointed by soaks customer service, as they hadn’t communicated anything about my return at all. But good to know it’s correct.

Question regarding it being legal was more around the invoices price being £299, for the shower and this wasn’t directly discounted, just the overall order was.

Appreciate your responses.

Thanks

Paul_DNAP

The refund was done in two stages. They refunded your shower, £299 to you. They then refunded your voucher as it was no longer vaild, £100 back to them. I don't know what you mean by "didn't communicate anything" - you have processed the return and got the credit back, what else were you expecting?