Retailer refusing me a refund until supplier has refunded THEM

brianposter

mattyprice4004 said:

KIlona said:

Can they reduce the refund just if I'm 'annoying' when they've already promised a full refund?

Yes, they can - there's nothing stopping them doing this, they'll just say you were mis-advised by whoever you spoke to. 
A full refund after 3 years is a great result, I'd not want to rock the boat too much! 

This appears to be nonsense.

KIlona

Please say more, Brianposter. I’m interested in what you mean. 

brianposter

Lets say first that I agree with Mattyp that a refund after 3 years is a great result.

However, assuming that you have some proof that the radiators have been returned, it would be very difficult to demonstrate in court that your account is erroneous. The mere fact that the return has taken place is pretty convincing evidence.

Sandtree

If you went to court and can evidence what you say you were told it would be complicated.

Take it to an obvious extreme, an advisor could have emailed you and said if you return them we will refund the monies you paid plus give you £500,000 for the inconvenience we caused. Clearly the company will say that the advisor had no authority to offer a £0.5m compensation and they wont honor it. No court in the land would force them to even if you could evidence it is what you were told and that on that advice you had returned it.

Clearly in this case your odds are better but if the are vagaries ("a refund" -v- "a full refund")  or it was all done by phone etc then your odds go down and more chances the judge would go for your statutory rights being a price paid minus use received. Above all, going to court is a pain.

You do therefore have a choice between getting a full refund by waiting or rocking the boat and potentially ending up with less. It may well be that you'd be happy with less now than more in the future in which case you are free to talk to the company and propose a solution.