Online retailer refusing refund for sale item

20SmthngSver

I bought some jeans from an online mens retailer at 20% off and I couldn't get them over my ankles as the fabric was so tight and small. They came back and said here's your credit note. I read https://www.moneysavingexpert.com/news/2018/12/revealed--many-major-stores--online-sale-return-rights-are-wrong/ and told them they must offer me a refund, citing the Act and law. They said no, our policy is a credit note valid for 1 year for sale items returns (a lot of their clothes are perpetually discounted in 'pay day sales', so it makes getting a refund very difficult). I said it doesn't matter if it's a sale item, per the article above, and that they must offer me the refund. I haven't heard back. There are more regulations and laws around buying online that they are totally flouncing. What should I do? It's £70, and I don't want anything from their website. They seem happy to be ignoring the law.

JJ_Egan

UK company ??

20SmthngSver

@JJ_Egan Yep. 

shaun_from_Africa

What was the website that you purchased from?
It's not uncommon for companies to have a ".co.uk" suffix for their website despite them actually being located outside of the UK.

20SmthngSver

@shaun_from_Africa Hera London (Hera London Ltd) registered in England and Wales.

hollydays

Firstly, it does amaze me that people can't see through these " streetwear" companies that are built on hype and social media.Anyway, I see they claim to have a returns police, but have removed it.

20SmthngSver

@hollydays They've changed the layout since I told them about the law. There is a returns policy still there. I can see they've introduced returning via ReBound. This is what Legend London use as well. I'm sure they are the same company. 

Tbh, I've been a customer for quite a while. But they've change the cut of their fabric hence why I returned. 

hollydays

There was another link that took you to their returns policy. When I tried to view it it said it had been removed. I can see the rebound page but obviously can't log in as I'm not a customer. Are there ant terms within that that says you can't return sale items .

20SmthngSver

@hollydays Their policy is that sale items cannot be refunded, can only have a credit note valid for one year. However, the law says otherwise. I've told them twice, not heard back to last email. Their policy is beneath my statutory right to a refund for a sale item bought online, so they have to honour my statutory right by law. They are allowed to better the law and improve their terms beyond it, but must adhere to the basic level of it too. They are flouncing it and clearly have been for years.

They have a perpetual pay day type sale all the time, so it makes refunds very difficult. Very sneaky of them.  I think why you can't see it now it that they are using a new system where you use a third party return provider instead of returning to them directly. 

waamo

Try a chargeback from your card provider. 

hollydays

What was the length of time from receiving to trying to return ?They say this " If you change your mind 4.3 For most of our goods you order, you may cancel your contract with us for the goods you order at any time up to the end of the fourteenth day from the date you receive the ordered goods and receive a refund (“refund period”). If you change your mind after the refund period you will have the choice either to be issued with store credit to the same value of your returned item provided that your item is returned to us before the end of the thirtieth day from the date you received the ordered goods." Very dishonest how they say ' most of our goods'. Typical streetwear brand. Pay reality tv stars to wear your clothes and name drop them. Write a piece saying how you're hanging out in LA with celebs. I'd keep on eye on companies house. It looks like they may be in trouble. Their Facebook page is full of complaints. The director is 23 and drives a Lambourgini-with your money..