Advice needed on returning online sale item

born_again

Chargebacks are over and above your legal rights. They are not bothered about a retailer complying with consumer rights. They are more about a retailer complying with their T/C
If the retailer said refund on return and provided a voucher than that would be Misrepresentation. But they do not.
Proving Misrepresentation does not mean your legal rights. That relates to many other factors, such as above example. And is one of the weakest chargebacks rights.
As it a easy out for the retailer to simply provide their T/C they have complied with.

MrRosco

I made an online purchase (from Hera UK company based in London)for items of clothing to the sum of £98.99.
Sub total:£95.00
Shipping: £3.99
VAT: £16.50
The items did not fit and so I returned them.
I ordered the items on the 9/4/2020. I can't recall when I received the items, but I contacted the seller and cancelled the contract and enquired about making a return. I followed their return policy and sent the goods back. I sent them back and they recieved the item's on the 16/04/2020. Because I never received my refund or any other correspondence, I sent an email to enquire about my refund on the 27/04/2020. They replied on the 28/04/2020 and said I was not entitled to a refund and their policy is to give store credit. I would normally accept this, however I will not be buying anything else from their store simply became their items do not fit correctly. I returned the goods in their original packaging with tags, un worn, clean and undamaged following their return policy. I also returned the goods well within 14 days.
In addition and due to Covid 19, the store have also extended their own return policy for 60 days and yet they still won't excessive a refund.
I have sent further emails to express my disappointment and to push for my money to be refunded as they are refusing to do so. I purchased the goods in good faith and return them accordingly the same way. I am not happy and need that money.

Where do I stand as a consumer, what are my rights, and what can I do? I am awaiting response from them since sending my last email.

Thank you

born_again

MrRosco said:

I made an online purchase (from Hera UK company based in London)for items of clothing to the sum of £98.99.
Sub total:£95.00
Shipping: £3.99
VAT: £16.50
The items did not fit and so I returned them.
I ordered the items on the 9/4/2020. I can't recall when I received the items, but I contacted the seller and cancelled the contract and enquired about making a return. I followed their return policy and sent the goods back. I sent them back and they recieved the item's on the 16/04/2020. Because I never received my refund or any other correspondence, I sent an email to enquire about my refund on the 27/04/2020. They replied on the 28/04/2020 and said I was not entitled to a refund and their policy is to give store credit. I would normally accept this, however I will not be buying anything else from their store simply became their items do not fit correctly. I returned the goods in their original packaging with tags, un worn, clean and undamaged following their return policy. I also returned the goods well within 14 days.
In addition and due to Covid 19, the store have also extended their own return policy for 60 days and yet they still won't excessive a refund.
I have sent further emails to express my disappointment and to push for my money to be refunded as they are refusing to do so. I purchased the goods in good faith and return them accordingly the same way. I am not happy and need that money.

Where do I stand as a consumer, what are my rights, and what can I do? I am awaiting response from them since sending my last email.

Thank you

You will have to give them time to process the refund.
Just because they got the goods back on 16/04, does not mean that they have done anything with them.

MrRosco

I made an online purchase for items of clothing to the sum of £98.99.
Sub total:£95.00
Shipping: £3.99
VAT: £16.50
The items did not fit and so I returned them.
I ordered the items on the 9/4/2020. I can't recall when I received the items, but I contacted the seller and cancelled the contract and enquired about making a return. I followed their return policy and sent the goods back. I sent them back and they recieved the item's on the 16/04/2020. Because I never received my refund or any other correspondence, I sent an email to enquire about my refund on the 27/04/2020. They replied on the 28/04/2020 and said I was not entitled to a refund and their policy is to give store credit. I would normally accept this, however I will not be buying anything else from their store simply became their items do not fit correctly. I returned the goods in their original packaging with tags, un worn, clean and undamaged following their return policy. I also returned the goods well within 14 days.
In addition and due to Covid 19, the store have also extended their own return policy for 60 days and yet they still won't excessive a refund.
I have sent further emails to express my disappointment and to push for my money to be refunded as they are refusing to do so. I purchased the goods in good faith and return them accordingly the same way. I am not happy and need that money.

Where do I stand as a consumer, what are my rights, and what can I do? I am awaiting response from them since sending my last email.

[Deleted User]

MrRosco said: at 1:33pm

I made an online purchase (from Hera UK company based in London)for items of clothing to the sum of £98.99.Where do I stand as a consumer, what are my rights, and what can I do? I am awaiting response from them since sending my last email.

Thank you

MrRosco said:at 3:53pm

I made an online purchase for items of clothing to the sum of £98.99.
Where do I stand as a consumer, what are my rights, and what can I do? I am awaiting response from them since sending my last email.

Why have you made a duplicate post two hours after your last one? 

Did you not read the response to your first posting? Why not reply to that? 

You don't have to accept store credit incidentally, so if you've asked them for a refund they should comply. 

I hope you haven't sent duplicate e-mails to the company in the same manner as here? 

20SmthngSver

@Emmaraw I'm having the same problem! I have a thread here: https://forums.moneysavingexpert.com/discussion/6140533/online-retailer-refusing-refund-for-sale-item/p2

20SmthngSver

Why has that been marked as spam? I'm having the same problem with the same company as the OP. In case anyone else is they can look at comments on two threads.