Refund refused as item lost in transit ,(Hermes/Mountain Warehouse)

mooncat74

Hi. I made a large order with Mountain Warehouse at the beginning of December. I returned some of the items 2 days later, using the correct procedure, filling in the returns form, printing out a returns label from Hermes, which was collected by one of their couriers.

A month later the items had not arrived back at their warehouse and they wouldn't refund me. Mountain Warehouse promised to investigate.

Last tracking from Hermes showed they still had the parcel, there are no further details there and they are not contactable in any way.

Today I had a response from MW to say they have now received the parcel but will only issue a partial refund as a pair of boots was missing.

I don't have the boots. I absolutely returned them, the parcel was well sealed, so I can only assume that sometime during the month that Hermes had my parcel that someone opened the parcel and stole the boots.

I paid online with my bank card. Do I have any rights? It doesn't seem fair that a parcel has been lost/stolen and now I have to pay for an item I don't have.