Online store won’t refund me

Help1234

Hello,
I returned an item for a refund weeks ago and asked the online store for an update on my refund. I provided them with my Royal Mail proof of delivery number. They have responded with a screenshot of the Royal Mail tracking which states an update will only be provided when delivery is attempted. The store suggested I chase up with Royal Mail.

What are my rights here? Do I lose my refund if Royal Mail lose my item? Do I chase with Royal Mail?

Browntoa

You chase with royal mail

[Deleted User]

Yes - you're the only one who can.

Help1234

Can I not just claim back my money via paypal

Help1234

I thought proof of purchase was all companies need to issue a refund

m-holland

Help1234 said:

I thought proof of purchase was all companies need to issue a refund

Most companies generally require the goods returned to them before they issue a refund

soolin

Help1234 said:

Can I not just claim back my money via paypal

Help1234 said:

I thought proof of purchase was all companies need to issue a refund

On what basis would you be expecting to make a claim?
Paypal have 2 forms of claims possible - item not received- seller will obviously win that if you had already received the goods. or 'Significantly not as described' - OK, if you are sending something back as you believe it was mis described then paypal require you to have opened a case, had it escalated and then returned the item with proof of delivery to receive your money back.  Paypal are quite good in that they will often stretch the 'SNAD' claim to allow for change of mind returns, which would cover you , but you would still need to have proof of delivery.

You mention this item  has only potentially online proof of delivery available - no tracking  - that means it is probably a standard parcel- so RM will have 'insurance' available for eligible goods up to £20 in value and you can made a claim online . You used to have to wait 20 working days to open a claim, but I haven't done one recently so am not sure about the current time frame. 

George_Michael

Help1234 said:

I thought proof of purchase was all companies need to issue a refund

If you are returning goods using your right of cancellation under the Consumer contracts regulations then legally the retailer must refund within 14 days of your having provided proof of returning the goods even if they have not received them.
That's what the legislation states but in theory, unless the retailer has paid for the return, there won't be too many retailers who will willingly refund before they get the goods back.

jon81uk

Did you notify them you wished to cancel before you posted the goods back? That will help if they don't provide a clear returns process.

George_Michael said:

Help1234 said:

I thought proof of purchase was all companies need to issue a refund

If you are returning goods using your right of cancellation under the Consumer contracts regulations then legally the retailer must refund within 14 days of your having provided proof of returning the goods even if they have not received them.
That's what the legislation states but in theory, unless the retailer has paid for the return, there won't be too many retailers who will willingly refund before they get the goods back.

Does proof of posting count of proof of return though? I would expect proof of delivery would be needed?

unholyangel

jon81uk said:

Did you notify them you wished to cancel before you posted the goods back? That will help if they don't provide a clear returns process.

George_Michael said:

Help1234 said:

I thought proof of purchase was all companies need to issue a refund

If you are returning goods using your right of cancellation under the Consumer contracts regulations then legally the retailer must refund within 14 days of your having provided proof of returning the goods even if they have not received them.
That's what the legislation states but in theory, unless the retailer has paid for the return, there won't be too many retailers who will willingly refund before they get the goods back.

Does proof of posting count of proof of return though? I would expect proof of delivery would be needed?

Legislation says:

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—
(a)the day on which the trader receives the goods back, or
(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

ThumbRemote

Presumably you arranged Royal Mail and paid them (rather than the retailer supplying a prepaid address label)?
If the retailer supplied the returns label, it's their job to chase.