Advice needed on returning online sale item

Emmaraw

I bought a hoodie online and it was too big so I returned it straight away. The company has given me a voucher code instead of a refund because it was a sale item. However, now the sale is not on, all the hoodies are double the price of my voucher. Are online companies allowed to do this? I thought if you bought something online (including sale items) you had rights to a refund if returned within 14 days.

shaun_from_Africa

What was the website that you purchased from?

waamo

If this is a U.K. company then it isn't allowed. Show us the website so we can give a proper response though. They may be a foreign company masquerading as a U.K. company.

Emmaraw

It’s Hera
heralondon.com
It’s an online UK retailer

waamo

Try a chargeback from your card provider.

The_Rainmaker

Has the OP not possibly accepted the voucher?

deanos

CAN I RETURN AN ITEM I HAVE PURCHASED IN THE SALE?
Items purchased during a sale period are eligible for store credit only. Store credit will be issued via email corresponding to your order. If a refund has been requested, we will automatically issue a store credit code.

Illegal terms, says the refund is automatic via voucher

https://heralondon.com/pages/returns

&

4.5 We do not refund goods purchased from our sale. If you purchase any goods in our sale you will only be entitled to be issued with store credit to the same value of your returned item provided that your item is returned to us before the end of the fourteenth day from the date you received the orderedgoods

https://heralondon.com/pages/terms-conditions-of-sale-2017

born_again

waamo wrote: »

Try a chargeback from your card provider.

Just what basis do you think you could use for the chargeback?

waamo

born_again wrote: »

Just what basis do you think you could use for the chargeback?

It may not work but it's worth trying in the first instance. It would help if we New the value of the goods as well.

I would also inform Trading Standards although it's unlikely they will do anything

Hermione_Granger

born_again wrote: »

Just what basis do you think you could use for the chargeback?

The retailer denying a customer their statutory rights.
Depending on the card issuer, it could be something like this:

Mastercard Chargeback Reason Codes
Questionable Merchant Activity 49

or

Visa chargeback reason codes

Other Fraud: Card-Absent Environment 10.4 10 or
Misrepresentation 13.5 13

https://www.worldpay.com/en-gb/enterprise-support/support-articles/what-are-the-chargeback-reason-codes-for-visa-and-mastercard

The T&C's regarding refunds shown on the website are illegal thus unenforceable which means that the entire contract can be voided.

hollydays

They've also been referred to the asa and the complaint was upheld

https://www.asa.org.uk/rulings/hera-london-ltd-a18-473497.html

On trustpilot 59% say they are excellent , while 29% say they are terrible, strange statistics...

One person says "Turns out just before Black Friday they changed the return policy (without warning) so you are unable the return sale items for a refund, Very deceiving!!! I am now stuck with store credit which I don’t particularly want as I refuse to give any more of my money to these scammers!!"

Numerous reports of no contact number and huge sizes and customers being ignored