Is there anyway to get our money back

SonniRadders

Hi they’re, I really could do with some help if anyone knows. 

My son-in-law purchased a gold necklace/chain from an online jewellers for £1450 and paid £222 upfront and put the rest on Klarna (the credit facility offered by many retailers these days). 

The chain arrived damaged with a broken link found in the box. He immediately contacted the company via email to advise them and they offered to refund him £30 and him get the repair carried out locally, to which he stupidly agreed. 

He then went to the jewellers but before arriving the chain started to break down further so he emailed them again and asked for a refund. We have since sent it back and they have refused to refund as they say a black security tag is missing, which if removed means it cannot be refunded. 

My SIL has a video and photos of said jewellery with no tags in its box the day it was delivered with no tag, he is adamant that it came with no tag. The company t&cs even state if item comes with no tag it’s non refundable. 

As they wouldn’t refund he accepted an exchange but this has now come (with tag) and he is not happy with it but they will not refund.
Is there anything that we can do to get the money back? 

We have all photos, videos, emails and receipts for everything so far 

McKneff

On line Jewelkers where ?

SonniRadders

Hatton Jewellers Ltd

The_Rainmaker

SonniRadders said:

Hatton Jewellers Ltd

Reviews look good for that company (Trust Pilot) 

unholyangel

If he purchased online then they cannot make the return dependant on a tag still being on it. 

You have the right to cancel for a minimum of 14 days, starting the day after delivery and up to a maximum of 1 year and 14 days if they failed to provide you with certain information in a durable medium - such as that you have the right to cancel for 14 days. 

There is nothing that would excempt a necklace from the consumer contract regulations so they are potentially committing a criminal offence by refusing to accept returns for necklaces (regardless of what their terms state about the tag being attached).  

hollydays

Yes, and I wondered what even is the so called significance of the tag anyway? Would knowing that make it any clearer why they are refusing you?

couriervanman

The_Rainmaker said:

SonniRadders said:

Hatton Jewellers Ltd

Reviews look good for that company (Trust Pilot) 

Which means absolutely nothing.........Trust Pilot is a sham

hollydays

couriervanman said:

The_Rainmaker said:

SonniRadders said:

Hatton Jewellers Ltd

Reviews look good for that company (Trust Pilot) 

Which means absolutely nothing.........Trust Pilot is a sham

But neither does it mean it's a negative against the company.Their responses there seem very fair, particularly to the customer who complained their watch " looked like a ladies watch"( that's because it was a ladies watch..😂) Their ebay account seems ok.

hollydays

Did he not send them a photo with the email immediately which would have shown there was no security tag?Or film the unboxing? I'm guessing that trying to remove a security tag could cause a chain to break? Do they think this is a possibility?

unholyangel

hollydays said:

Did he not send them a photo with the email immediately which would have shown there was no security tag?Or film the unboxing? I'm guessing that trying to remove a security tag could cause a chain to break? Do they think this is a possibility?

I would hope not. It would be a poor business decision to use tags which cost pennies onto items that cost thousands if its likely to cause the item to break on removal. 

hollydays

I was suggesting if too much force was used to remove it.I Assume it's something that is difficult to remove . Not just a price tag