What are my rights on cancellations and processing fees?

cupid07

Hi everyone, I made an online order 2 weeks ago and was initially told (automated reply) that the items would be with me within 7 days. After 7 days I emailed again and this time told delivery would be within 10 days (automated reply), 10 days arrives and I email again and this time I'm told 14 days. Well 14 days has come today and nothing. I would like to now cancel my order but can see in the T&Cs they are charging a processing fee for all cancelled orders. If I cancel my order and they try to charge me this fee, can I try to recover it based on the premise they have failed to deliver within the time frame specified on a number of occasions?

shaun_from_Africa

Was the retailer UK or EU based? and did you make the purchase as a consumer rather than as a business?

cupid07

shaun_from_Africa said:

Was the retailer UK or EU based? and did you make the purchase as a consumer rather than as a business?

They are UK based and i'm just a consumer. 

dj1471

cupid07 said:

shaun_from_Africa said:

Was the retailer UK or EU based? and did you make the purchase as a consumer rather than as a business?

They are UK based and i'm just a consumer. 

Then they're obliged to refund in full per the Consumer Contracts Regulations.

sheramber

Are you sure they are  A  UK  and not using a .UK email address?

cupid07

sheramber said:

Are you sure they are  A  UK  and not using a .UK email address?

Yes registered in the UK, the physical items are shipped from a UK warehouse and they are UK based. 

DoaM

Why did you start a new thread about (what I presume to be) the exact same issue?

https://forums.moneysavingexpert.com/discussion/6127445/cancelled-items-rights-and-items-still-being-delivered

cupid07

DoaM said:

Why did you start a new thread about (what I presume to be) the exact same issue?

https://forums.moneysavingexpert.com/discussion/6127445/cancelled-items-rights-and-items-still-being-delivered

Its not about the same issue? this is about cancellation fees? The other is about cancellation rights before dispatch?

DoaM

Is it the same transaction? If yes then it's the same topic and should be in the same thread.