Retailer claiming my returned order hasn’t been received

ag19lfc

I returned an order I bought online using a prepaid label provided by the retailer. Tracking shows that the return has been delivered. Retailer is claiming they haven’t received and that it has possibly been delivered to the wrong address.

It’s been over 30 days since I posted the order back to them.

Retailer is asking me for a police report to continue their investigation into the whereabouts of the package.

Is this fair? And how would I get a police report? Unless there has been a theft (which there is no evidence of) then I can’t get a police report for a mis-delivery can I? And in any case, the returns label was provided by the retailer and not paid for by me.

JJ_Egan

(Tracking shows that the return has been delivered.)

To what location ??

pbartlett

if it was their label (rather than you paying your own postage) then the return is complete once you hand it to their specified courier (or post office etc).

What happens to it then is of no concern to you.

You are therefore entitled to your refund
 If they don't then contact your card company for a chargeback.

the_lunatic_is_in_my_head

Assuming you were cancelling your contract within the relevant period, point the retailer to the below with proof of your return (proof of return should include proof you sent it back to them so the tracking ID along with a valid receipt to show their address matches to the tracking ID). 

www.legislation.gov.uk/uksi/2013/3134/regulation/34/made
Reimbursement by trader in the event of withdrawal or cancellation

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.