Returning goods to Europe, bought from a company in UK

Pupinski

Hi, I bought a jumper online from a UK company which seem to act as a sort if agency for small businesses worldwide. I didn't want to keep it (not faulty, just didn't like it!) so returned it direct to the supplier in Italy, following the UK company's returns instructions to the letter.

I notified the UK company that I wanted to return it within 14 days, posted it to Italy within 14 days of the notification and sent the UK company tracking details and photo of the package and customs info, which they accepted as correct.

The package has been held in customs for some time - no idea why.  My understanding is that my contract is with the UK company (not the Italian supplier), and that they're required to refund the cost plus original postage within 14 days of receiving proof of postage. Is that right, or can they refuse the refund until it clears customs and arrives with the supplier in Italy?

Many thanks! 

ItsComingRome

Who is the company?

user1977

Depends what you mean by a "sort of agency". If genuinely an agency then your contract is with the principal ie the Italian company. 

Pupinski

ItsComingRome said:

Who is the company?

It's Trouva

Pupinski

user1977 said:

Depends what you mean by a "sort of agency". If genuinely an agency then your contract is with the principal ie the Italian company. 

I'm not sure that they'd call themselves an agency.  Their website is like any normal shop and you're not really aware that you're buying from a different  boutique unless you want to return something! I can't post a link here, but this is how they describe themselves:

"What is Trouva?

Trouva is your gateway to a treasure trove of 'lucky finds'. It is a place to discover; a handpicked collection of products from the best independent shops, something special that no one else has. Trouva brings you inspired finds from the best boutique curators."

ItsComingRome

Pupinski said:

user1977 said:

Depends what you mean by a "sort of agency". If genuinely an agency then your contract is with the principal ie the Italian company. 

I'm not sure that they'd call themselves an agency.  Their website is like any normal shop and you're not really aware that you're buying from a different  boutique unless you want to return something! I can't post a link here, but this is how they describe themselves:

"What is Trouva?

Trouva is your gateway to a treasure trove of 'lucky finds'. It is a place to discover; a handpicked collection of products from the best independent shops, something special that no one else has. Trouva brings you inspired finds from the best boutique curators."

i.e. not them.

They do appear to just be a marketplace essentially.

Pupinski

ItsComingRome said:

Pupinski said:

user1977 said:

Depends what you mean by a "sort of agency". If genuinely an agency then your contract is with the principal ie the Italian company. 

I'm not sure that they'd call themselves an agency.  Their website is like any normal shop and you're not really aware that you're buying from a different  boutique unless you want to return something! I can't post a link here, but this is how they describe themselves:

"What is Trouva?

Trouva is your gateway to a treasure trove of 'lucky finds'. It is a place to discover; a handpicked collection of products from the best independent shops, something special that no one else has. Trouva brings you inspired finds from the best boutique curators."

i.e. not them.

They do appear to just be a marketplace essentially.

In my mind they differ from a marketplace in that you don't have any contact with the supplier, except to return goods direct to them. You order direct from Trouva and they have standard returns and deliveries policies, etc, rather than individual ones per boutique. A bit like Amazon I suppose... If I was buying something through Amazon I'd have thought my contract would be with them and they'd be responsible for providing refunds (however they recoup that from the supplier) . Am I thinking about this all wrong?? 

ItsComingRome

Pupinski said:

ItsComingRome said:

Pupinski said:

user1977 said:

Depends what you mean by a "sort of agency". If genuinely an agency then your contract is with the principal ie the Italian company. 

I'm not sure that they'd call themselves an agency.  Their website is like any normal shop and you're not really aware that you're buying from a different  boutique unless you want to return something! I can't post a link here, but this is how they describe themselves:

"What is Trouva?

Trouva is your gateway to a treasure trove of 'lucky finds'. It is a place to discover; a handpicked collection of products from the best independent shops, something special that no one else has. Trouva brings you inspired finds from the best boutique curators."

i.e. not them.

They do appear to just be a marketplace essentially.

In my mind they differ from a marketplace in that you don't have any contact with the supplier, except to return goods direct to them. You order direct from Trouva and they have standard returns and deliveries policies, etc, rather than individual ones per boutique. A bit like Amazon I suppose... If I was buying something through Amazon I'd have thought my contract would be with them and they'd be responsible for providing refunds (however they recoup that from the supplier) . Am I thinking about this all wrong?? 

Amazon operates exactly this way though.

Your only contact with the seller is if something goes wrong, and the money would be refunded via Amazon, not directly from the seller.

born_again

Pupinski said:

 A bit like Amazon I suppose... If I was buying something through Amazon I'd have thought my contract would be with them and they'd be responsible for providing refunds (however they recoup that from the supplier) . Am I thinking about this all wrong?? 

That all depends.
Direct from Amazon then yes.
From Amazon Marketplace & you have to deal with the seller 1st. In effect Marketplace is a (posh) ebay, only without any bidding for items.

Pupinski

ItsComingRome said:

Pupinski said:

ItsComingRome said:

Pupinski said:

user1977 said:

Depends what you mean by a "sort of agency". If genuinely an agency then your contract is with the principal ie the Italian company. 

I'm not sure that they'd call themselves an agency.  Their website is like any normal shop and you're not really aware that you're buying from a different  boutique unless you want to return something! I can't post a link here, but this is how they describe themselves:

"What is Trouva?

Trouva is your gateway to a treasure trove of 'lucky finds'. It is a place to discover; a handpicked collection of products from the best independent shops, something special that no one else has. Trouva brings you inspired finds from the best boutique curators."

i.e. not them.

They do appear to just be a marketplace essentially.

In my mind they differ from a marketplace in that you don't have any contact with the supplier, except to return goods direct to them. You order direct from Trouva and they have standard returns and deliveries policies, etc, rather than individual ones per boutique. A bit like Amazon I suppose... If I was buying something through Amazon I'd have thought my contract would be with them and they'd be responsible for providing refunds (however they recoup that from the supplier) . Am I thinking about this all wrong?? 

Amazon operates exactly this way though.

Your only contact with the seller is if something goes wrong, and the money would be refunded via Amazon, not directly from the seller.

Yes, that's what I mean... So Trouva should refund the money in accordance with UK consumer law which I think means within 14 days of being provided with proof of postage, right? Not hold the refund until it good through customs and is returned to the Italian seller...? 

Pupinski

born_again said:

Pupinski said:

 A bit like Amazon I suppose... If I was buying something through Amazon I'd have thought my contract would be with them and they'd be responsible for providing refunds (however they recoup that from the supplier) . Am I thinking about this all wrong?? 

That all depends.
Direct from Amazon then yes.
From Amazon Marketplace & you have to deal with the seller 1st. In effect Marketplace is a (posh) ebay, only without any bidding for items.

But even then Amazon would administer the refund in accordance with consumer law, wouldn't they? That's certainly how it's worked for me in the past...