Returned goods not received - who is liable?

superstew

Hi. I returned some clothes to ASOS via the Collect+ service that ASOS offers. The postage is paid by ASOS. I have the Certificate of Posting. ASOS have not received the goods and so have not provided me with a refund. My question is, am I entitled, under UK law, to be reimbursed and if so, which of ASOS or Collect+ are is liable? Thanks!

vitaweat

Your contract is with ASOS so they are responsible for refunding you.  They told you to return using Collect+ and you did so.  That they didn't receive the items is neither here nor there.

In turn, they probably have a claim from Collect+ but that isn't your problem.

deanos

what does the tracking say ?

DoaM

Was this a change of mind return? The consumer has 14 days after delivery to notify the seller of the return; the seller has 14 days after notification within which to make the refund ... a refund is not legally conditional on the goods having been received by the seller.