Web shop has a 15 day return when MSE says it's 28, what can I do?

HappyUser

Hello!


I bought a crappy item from a webshop and they state in their policy that you have 15 days to return it.


I returned it within the 14+14 days that MSE advise it's our right from Consumer Law for Internet orders.


Now they do not refund me, what do I do?


Thanks!

Fosterdog

What is the company/website? The CCR rights only apply to UK companies, most European countries have similar rules but very few countries outside the E.U. have the same cooling off rights.

Paul_DNAP

Did you inform them you were returning it during the 14days cooling off period?

Dox

You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. This is sometimes referred to as a ‘cooling-off period’. You need to notify the retailer of your wish to cancel your order within this time period – by email, for example.
You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods.
Source: https://www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

Obviously you didn't follow the correct procedure.

shaun_from_Africa

HappyUser wrote: »

I bought a crappy item from a webshop and they state in their policy that you have 15 days to return it.

Was it a cookbook?

HappyUser

I did notify them after few days from the time I received the item and I shipped it before 28 days.

waamo

HappyUser wrote: »

I did notify them after few days from the time I received the item and I shipped it before 28 days.

Was it a U.K. based shop?

bris

Getting drip fed here.


Did you uses it? What was it? Was it custom made or personalised for you? What was the website?


You can't get advice without the whole story.


There are reasons why you may not be entitled to a refund.

shaun_from_Africa

HappyUser wrote: »

I did notify them after few days from the time I received the item and I shipped it before 28 days.

If you are entitled to return the item, simply shipping it within 28 days isn't enough. You must ship it within 14 days of informing the retailer that you wish to return the item.
If you informed them a few days after receiving the item and then shipped it close to 28 days from receiving it, you probably went over the 14 days you are entitled to.

Ectophile

HappyUser wrote: »

I returned it within the 14+14 days that MSE advise it's our right from Consumer Law for Internet orders.

Where did this 14+14 days come from? I have never heard of such a thing.


For a change of mind, it's 14 days from delivery. If the goods are faulty, it's 30 days.

shaun_from_Africa

Ectophile wrote: »

Where did this 14+14 days come from? I have never heard of such a thing.


For a change of mind, it's 14 days from delivery. If the goods are faulty, it's 30 days.

If the right of cancellation exists, you have 14 days beginning the day after delivery to inform the retailer that you wish to cancel then you have 14 days from when you informed them to actually send the goods back. (They don't have to receive the goods in this second 14 day period, it's just that you have to give them to a delivery agent during this time.)