Seller refusing to refund me

Mooboo177

Hello,
I ordered some hair extensions from online retailed Additional Lengths. When they arrived they were completely wrong shade, nothing like the photo online, so I emailed and asked to return them. They said I was fine to return them and to refer to their returns policy. Their returns policy simply states they have no quibble returns but you have to pay for your own postage. I ordered a label through Hermes and this showed as delivered at the correct address 2 weeks ago. Today I contacted them to say I have not had an update / refund despite my order being returned and tracking showing as delivered. They emailed me back asking to describe my parcel, which I did (grey postage bag) and said they can see from CCTV a different purple parcel was delivered and told me to contact Hermes. Hermes have not answered me and I am now very worried I won’t get a refund. The order was over £900, paid through PayPal. But I’m unsure what my rights are and who is responsible given that my return shows delivered. Any help is massively appreciated. Thank you

Retiredwelshman

Open up a dispute with Ebay and Paypal?

(On another note £900!! for a bit of hair and I pay someone to cut mine and throw it away LOL)

Mooboo177

It was through their website but using PayPal, so no ebay involved! & I know, I’m a hairdresser so this is what I have to pay for hair extensions  

[Deleted User]

Retiredwelshman said:

Open up a dispute with Ebay and Paypal?

(On another note £900!! for a bit of hair and I pay someone to cut mine and throw it away LOL)

What’s eBay going to do? They didn’t buy through eBay. 

Mooboo177

MarkN88 said:

Retiredwelshman said:

Open up a dispute with Ebay and Paypal?

(On another note £900!! for a bit of hair and I pay someone to cut mine and throw it away LOL)

What’s eBay going to do? They didn’t buy through eBay. 

Correct - I’m just unsure if PayPal will say contact Hermes or if they will refund me because my tracking shows delivered. 

[Deleted User]

My advice is open a case and I’d you can show you have tracking to say it’s been accepted back you have a chance of winning. 

Retiredwelshman

MarkN88 said:

Retiredwelshman said:

Open up a dispute with Ebay and Paypal?

(On another note £900!! for a bit of hair and I pay someone to cut mine and throw it away LOL)

What’s eBay going to do? They didn’t buy through eBay. 

My mistake - I saw Paypal and assumed the transaction had been made through Ebay. Sorry.
I would still raise it with Paypal.

Diamandis

As you bought these items for a business it becomes more complicated as you dont have consumer rights.

mattyprice4004

If they can prove with CCTV that a different parcel was delivered, you may need to claim on your loss cover with Hermes.
Do they even let you take out £900 of cover?

Mooboo177

mattyprice4004 said:

If they can prove with CCTV that a different parcel was delivered, you may need to claim on your loss cover with Hermes.
Do they even let you take out £900 of cover?

No they didn’t, the most cover was £300 from other forums Iv read if the item isn’t as described is it the merchants responsibility to ensure it’s returned? They didn’t offer me any returns service or advise which to use etc

theonlywayisup

Op, you will have to open a case with Paypal for SNAD (Significantly Not As Described) albeit you will be doing it retrospectively. 

The case will ask you to outline what is wrong with the item.  You may find it easier to call them and explain they were the wrong colour and that you were told to return them which you have done.  As online cases are not set up for a retrospective return.

Do not close the case for any reason, not even if the seller says they can't refund you until you do as you will not be able to reopen it.  

If you manage to speak with Paypal to open the case you may find it can be escalated straight away.  Please ensure you add your correspondence and proof of delivery details to the case too.