Can I get a refund?

Help1234

I bought some trousers and wanted to return them a couple of weeks outside the returns window. I contacted the company and they emailed me on 23rd Feb, giving me until 2nd March to return. I sent the items on 26th Feb tracked and saw it was received on 9th March. So they have arrived a week after the new returns window, however I have proof of postage from 26th Feb. Am I entitled to a refund?

Aylesbury_Duck

Did you buy them online in the first place?  If so, on what date did you receive them?  There is a difference between your statutory right to return an online purchase, and their "returns window".  If the latter is an extension of your statutory right (14 days) then they can dictate the terms.  What they can't do is undermine your statutory right to return them in the 14 days.

Help1234

I bought them online on 8th January 2021. Unfortunately I'm not sure exactly when I received, I think around 13th January or a day or so later. They had a 30 day free returns window.

Aylesbury_Duck

I see, so you're beyond the 14 day statutory right to return.  What are the terms of their returns window?  Are they explicit about what constitutes the return - the act of notifying them, posting the item or them receiving it? 

Help1234

This is Moss Bros https://www.moss.co.uk/returns-policy I did notify them on their website I would be returning following their email (as requested) and I did this on 26th Feb. 

Help1234

Any thoughts?

David713

As you've already returned them and they have been received, the only people who can now give any meaningful input are Moss Bros themselves.
They may have accepted the return and are processing a refund, they may have rejected it and are going to return the trousers back to you or they may be waiting for you to contact them so that you can send the cost required for returning your goods to you.

Why not send them another email asking what is happening.

Help1234

Thanks I’ve sent them an email but it takes a long time for them to respond.