Refund - 14 working days?

Poppy130

Hi everyone, first time poster!

I bought an item from a website and it turned out that they had put the wrong photo up on their website, and so I was sent the wrong thing and they did not in fact stock the item I wanted. They asked me to return it via 24 hour service and said they would reimburse me for the postage and give me a full refund.

They received the item on 31st March. With the Easter break etc should I reasonably expect a refund in 14 days from date of receipt or 14 working days? I’ve emailed them to say I still haven’t received a refund and my email has not been responded to. I know they have the item as I have tracked it via Royal Mail. It bothers me when it was their mistake in the first place and I sent the item in good time.

Thanks!

davidmcn

Where are you getting the 14 days (or 14 working days) bit from? Did they say 14 days?

Poppy130

Hi,
I’ve had a look on the consumer section on this website and it says that a refund should be issued 14 days from receipt of the item, but I was unsure whether this included weekends/bank holidays.

David713

The refund must be provided with 14 days from the date that the retailer agreed that you were entitled to such a refund.
This is a straight 14 days and not working days.
This is covered by the Consumer Rights act S20 (15).
Consumer Rights Act 2015 (legislation.gov.uk)

Poppy130

Thanks for your help, that’s great! 👍

lorrainec88

I am interested in this too as I have been waiting 35 days for a refund and I am being fobbed off with their refund team being busy and working from home. Asking me to allow time. If anyone knows what else I can do I would love to hear. 

pbartlett

did you pay by card - if so, attempt a chargeback.

David713

Poppy130 said:

They received the item on 31st March. With the Easter break etc should I reasonably expect a refund in 14 days from date of receipt or 14 working days? I’ve emailed them to say I still haven’t received a refund and my email has not been responded to.

They received it on the 31st March and as it's the 9th April today, they have only had the item for 7 full days so it's far too early to panic.
What date did you first advise them of the problem?