Online retailer refusing refund for sale item

hollydays

Here's another thread about them https://forums.moneysavingexpert.com/discussion/6081447/advice-needed-on-returning-online-sale-item/p1

20SmthngSver

hollydays said:

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..

Where is this? I can't see it on Hera's website here: https://heralondon.com/pages/returns


Yeah I returned within 14 days. 

unholyangel

20SmthngSver said:

hollydays said:

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..

Where is this? I can't see it on Hera's website here: https://heralondon.com/pages/returns


Yeah I returned within 14 days. 

When buying online, they need to give you certain information before you are bound by the contract in a durable medium. Email is durable but websites (or links to websites sent by email) are not. If they comply with these obligations then you have a minimum of 14 days to cancel, starting the day after you receive the goods. You then have 14 days from cancelling to send the goods back. 

However, if they do not comply with their obligations, that cancellation period is extended - up to a maximum of 1 year & 14 days. 

But all of this is moot unless the retailer has said they're only giving a credit note because it was out of the time limit, and that doesn't seem to be the case - you've only mentioned them refusing because it was in a sale. 

20SmthngSver

@unholyangel Yeah. I did return within 14 days, and as it was online, I'm entitled to a refund. They are outright ignoring and refusing.

hollydays

20SmthngSver said:

hollydays said:

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..

Where is this? I can't see it on Hera's website here: https://heralondon.com/pages/returns


Yeah I returned within 14 days. 

https://heralondon.com/pages/terms-conditions-of-sale-2017 You might want to take a screenshot of that.Also I note the scam of writing the terms and conditions in pale grey so it's harder to read

hollydays

Here's another thread on an almost identical 'streetwear 'company " Son of Zeus". was also breaking the law by attempting to mislead customers as to their consumer rights https://forums.moneysavingexpert.com/discussion/comment/76252008#Comment_76252008

20SmthngSver

@hollydays Thanks, I printed that page. Hadn't seen it before. I still haven't had a reply, even though I sent another on Monday.

waamo

Have you tried a chargeback yet?

20SmthngSver

@waamo I just called Sainbury's Bank to file it under Section 75, as the original total was £109. I ordered three jeans plus delivery but returned two pairs. Can't get the delivery cost to me back now and the return cost is on me anyway.

born_again

20SmthngSver said:

@waamo I just called Sainbury's Bank to file it under Section 75, as the original total was £109. I ordered three jeans plus delivery but returned two pairs. Can't get the delivery cost to me back now and the return cost is on me anyway.

Well you can't do a S75 claim then....
It is Item cost that has to be over £100. Which with 3 jeans & a total of £109 is not.
If they are doing a partial chargeback, then you will have to provide a breakdown of the item costs & should include the outbound postage.. But will not include any return postage.
In effect you can only claim for 2 x jeans & outbound postage.