Online company refusing a refund

JudyPolarBear

Hello, I recently purchased a face covering - not a medical one but one from a company who make dresses, anyway when it arrived it was pretty poor quality so I returned it.  I hadn't received anything from them until I contacted them yesterday to be told that as it was a face covering they were non returnable well I don't remember seeing that anywhere in their blurb!  But lucky me if I send them the postage they will send it back to me I've already paid to receive & return the damn thing!  Needless to say as a company they are off my shopping list but I am wondering do you think they are right?

Judy

JudyPolarBear

As an extra to this I just went through the buying process & as far as I can see there is nothing on there that tells me the item in non returnable or non refundable for info the Company is Lady V London

davidmcn

The masks on their site do appear all to say in their descriptions "Please note that these are NON-RETURNABLE and NON-REFUNDABLE". Which isn't necessarily enforceable, and doesn't affect your statutory rights if for example your argument is that they're not of satisfactory quality or not as described.

the_lunatic_is_in_my_head

Was the mask in a sealed bag which you opened?

If the answer is no then send them this:

www.legislation.gov.uk/uksi/2013/3134/regulation/28/made

(3) The rights conferred by this Part cease to be available in the following circumstances—

(a)in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery;

(b)in the case of a contract for the supply of sealed audio or sealed video recordings or sealed computer software, if the goods become unsealed after delivery;

(c)in the case of any sales contract, if the goods become mixed inseparably (according to their nature) with other items after delivery.

JudyPolarBear

Thank you both of you for responding - my gut feeling is I am on a hiding to nothing. I'm sure the item didn't have the info about non refundable/non returnable when I bought it but difficult to prove.  I returned the item as I thought it was badly made but also difficult to prove.  It was in a packet but it wasn't sealed.  Luckily it wasn't mega money but I am disappointed with the company I have bought many things from them & I thought they were better than that. Not really sure what the difference is between buying a dress & trying it on & a face covering/scarf & trying it on.  Needless to say I won't be buying from them again

Once again thanks

unholyangel

JudyPolarBear said:

Thank you both of you for responding - my gut feeling is I am on a hiding to nothing. I'm sure the item didn't have the info about non refundable/non returnable when I bought it but difficult to prove.  I returned the item as I thought it was badly made but also difficult to prove.  It was in a packet but it wasn't sealed.  Luckily it wasn't mega money but I am disappointed with the company I have bought many things from them & I thought they were better than that. Not really sure what the difference is between buying a dress & trying it on & a face covering/scarf & trying it on.  Needless to say I won't be buying from them again

Once again thanks

How did you pay for the item? 

sheramber

JudyPolarBear said:

Thank you both of you for responding - my gut feeling is I am on a hiding to nothing. I'm sure the item didn't have the info about non refundable/non returnable when I bought it but difficult to prove.  I returned the item as I thought it was badly made but also difficult to prove.  It was in a packet but it wasn't sealed.  Luckily it wasn't mega money but I am disappointed with the company I have bought many things from them & I thought they were better than that. Not really sure what the difference is between buying a dress & trying it on & a face covering/scarf & trying it on.  Needless to say I won't be buying from them again

Once again thanks

You don't put a dress across your mouth.   They don't know you haven't worn across your mouth and coughed  or sneezed into it thus contaminating it.

unholyangel

sheramber said:

JudyPolarBear said:

Thank you both of you for responding - my gut feeling is I am on a hiding to nothing. I'm sure the item didn't have the info about non refundable/non returnable when I bought it but difficult to prove.  I returned the item as I thought it was badly made but also difficult to prove.  It was in a packet but it wasn't sealed.  Luckily it wasn't mega money but I am disappointed with the company I have bought many things from them & I thought they were better than that. Not really sure what the difference is between buying a dress & trying it on & a face covering/scarf & trying it on.  Needless to say I won't be buying from them again

Once again thanks

You don't put a dress across your mouth.   They don't know you haven't worn across your mouth and coughed  or sneezed into it thus contaminating it.

They would know if they had sealed it for hygiene reasons

sheramber

unholyangel said:

sheramber said:

JudyPolarBear said:

Thank you both of you for responding - my gut feeling is I am on a hiding to nothing. I'm sure the item didn't have the info about non refundable/non returnable when I bought it but difficult to prove.  I returned the item as I thought it was badly made but also difficult to prove.  It was in a packet but it wasn't sealed.  Luckily it wasn't mega money but I am disappointed with the company I have bought many things from them & I thought they were better than that. Not really sure what the difference is between buying a dress & trying it on & a face covering/scarf & trying it on.  Needless to say I won't be buying from them again

Once again thanks

You don't put a dress across your mouth.   They don't know you haven't worn across your mouth and coughed  or sneezed into it thus contaminating it.

They would know if they had sealed it for hygiene reasons

I was replying to the comment  Not really sure what the difference is between buying a dress & trying it on & a face covering/scarf & trying it on.   
 Not to the  scenario in question.

DoaM

Point was that it was an irrelevant comparison anyway. Unless the item was hygiene sealed then they can't use hygiene as a reason to refuse a return.