Online Retailer - No refunding due to 'Discount'

toeknee2

I recently placed an order with an online store for some clothes. However, they didn't fit and weren't what I expected - so I chose to return them.
I returned them on my own dime - forced to use the retailers return process (no option to post myself and choose the postage method), which cost more than the shipping to me originally.
The store is now saying, as I bought it as a 'discount' they can't refund me in money, so just give me a credit note. There was no mention of this during the refund process (everything on their site is discounted).
They referred me to a section deep in their terms and conditions. As part of the distance selling rules I thought they had to refund me if I retuned the product within 14 days?
Now, going through some reviews, it's clear I'm not the only one unhappy about this.
Should I just raise a dispute via my card provider? Thanks.

[Deleted User]

toeknee2 said:

I recently placed an order with an online store for some clothes. However, they didn't fit and weren't what I expected - so I chose to return them.
I returned them on my own dime - forced to use the retailers return process (no option to pay myself), which cost more than the shipping to me originally.
The store is now saying, as I bought it as a 'discount' they can't refund me in money, so just give me a credit note. There was no mention of this during the refund process (everything on their site is discounted).
They referred me to a section deep in their terms and conditions. As part of the distance selling rules I thought they had to refund me if I retuned the product within 14 days?
Now, going through some reviews, it's clear I'm not the only one unhappy about this.
Should I just raise a dispute via my card provider? Thanks.

 Which retailer? In the U.K? 

toeknee2

Hi Yes - UK Based.

Manxman_in_exile

toeknee2 said:

...
I returned them on my own dime - forced to use the retailers return process (no option to pay myself), which cost more than the shipping to me originally.
...

I don't understand this bit?  "... on my own dime... "  What does that mean when you say "(no option to pay myself)"?

[Deleted User]

toeknee2 said:

Hi Yes - UK Based.

 You sure? Not just a co.uk website 

toeknee2

@Manxman_in_exile - So when you make a return, you are forced to follow there return process and pay them. I wasn't able to just go to a post office for example.
@_shel 100% UK based.

Manxman_in_exile

No - I meant I didn't understand "... on my own dime... ".  I assumed when I first read it that you'd had to pay for the return costs yourself (I've never heard the phrase before) but you then went on to say that there was "no option to pay myself".  Now you say you did pay for it?

toeknee2

@Manxman_in_exile Apologies - I meant to say "no option to post myself and choose the postage method". Is that more clear?

dj1471

It would really help if you just say who the retailer is...

If they are UK-based then you have the right to cancel the contract for a full refund by the same method in which you paid, per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations. If they refuse then yes, you can request a chargeback from your card issuer.

the_lunatic_is_in_my_head

toeknee2 said:

@Manxman_in_exile - So when you make a return, you are forced to follow there return process and pay them. I wasn't able to just go to a post office for example.

www.legislation.gov.uk/uksi/2013/3134/regulation/35/made

(3) The address to which goods must be sent under paragraph (2)(a) is—

(a)any address specified by the trader for sending the goods back;

(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;

(c)if no address is specified for either of those purposes, any place of business of the trader.

You can use any method of return sending as above.

OP you should point them towards:

www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

Reimbursement by trader in the event of withdrawal or cancellation

(7) The trader must make the reimbursement using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise.

and advise you'll be seeking assistance from your card provider (assuming you paid by card) if they don't refund as per the legislation. 

toeknee2

@the_lunatic_is_in_my_head and @dj1471 Thanks.