Wowcher refund

Tav1

I made a purchase via wowcher and never received my goods. After 2 months of emails back and forth the merchant finally agreed to refund my money. The item I originally ordered never left the warehouse let alone be delivered. They have agreed to pay me for the goods that I ordered but have told me they will not refund my £20 delivery fee. Can anyone advice me if this is right as the item was never sent out on delivery. Therefore they are keeping £20 of my money without giving me the service that it was used for. I have read reviews and this seems to happen a lot with both wowcher and the merchant.

thank you 

Aylesbury_Duck

If you paid Wowcher, it's them who you need to chase for the return of the delivery fee, which you are owed.

born_again

Was this via a "Wowcher" voucher to redeem at the supplier of the goods. Or was it direct from Wowcher?

£20 delivery fee. Is that extra for next day delivery? Or their standard charge?

Tav1

It was a wowcher so purchased through a third company.

it was a standards £20 delivery charge. 

born_again

@Aylesbury_Duck is correct. You need to chase wowcher. As this is going to end up as a credit on your wowcher account.

Tav1

The message I have received from wowcher regarding this was, apologies but we are unable to refund the delivery fee on this occasion.

I have sent them a message questioning this but they are yet to reply. 

Aylesbury_Duck

Well let us know when and how they do.

Tav1

They have replied and said because I cancelled my purchase they do not need to refund the delivery charge.
I have told them I cancelled because after 2 months and missing 4 deadlines my order had still not left the warehouse. I have literally had a massive problem just trying to get any money back at all to be honest. 

the_lunatic_is_in_my_head

www.legislation.gov.uk/uksi/2013/3134/regulation/42/made

(6) If the circumstances are that—

(a)the trader has refused to deliver the goods,

(b)delivery of the goods at the agreed time or within the agreed period is essential taking into account all the relevant circumstances at the time the contract was entered into, or

(c)the consumer told the trader before the contract was entered into that delivery in accordance with paragraph (3), or at the agreed time or within the agreed period, was essential,

then the consumer may treat the contract as at an end.

------

(9) If the consumer treats the contract as at an end under paragraph (6) or (8), the trader must without undue delay reimburse all payments made under the contract.

Send them the above and ask them if they would like to provide the £20 refund or provide their address to serve small claims papers. 

Tav1

Just an update. I got one message back asking me if I would still like to carry on with the conversation, obviously I said yes. They have not responded to any of my messages. The only message I keep getting is you are now connected to an agent and then nothing. Thanks for all your advice guys.