Returning goods to Europe, bought from a company in UK

ItsComingRome

Pupinski said:

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...

No, as Amazon are not responsible under consumer law for marketplace purchases.

But Amazon have their A-Z Guarantee (much like eBays Buyer Protection) that will ensure a refund anyway, but this is offered through choice, not the law.

mattyprice4004

To be fair it’s not like most companies will refund until the item is back with them - the item is your responsibility until it’s back with the seller. 

I’d be chasing Customs to find out what’s going on, it’s unlikely you’ll receive a refund unless the item arrives back with the seller. 

Manxman_in_exile

I doubt the OP will get very far chasing Italian customs.  Probably get it relegated to the bottom of the pile...

born_again

Pupinski said:

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...

Not when you purchase via marketplace. As all amazon do is pass the money to the seller.

the_lunatic_is_in_my_head

mattyprice4004 said:

To be fair it’s not like most companies will refund until the item is back with them - the item is your responsibility until it’s back with the seller. 

I’d be chasing Customs to find out what’s going on, it’s unlikely you’ll receive a refund unless the item arrives back with the seller. 

The UK regs state the retailer is obligated to refund the consumer within 14 days of receiving the goods back or within 14 of receiving evidence of the goods having been returned.

The EU Consumer Rights Directive states:

https://eur-lex.europa.eu/eli/dir/2011/83/oj

The trader shall reimburse all payments received from the consumer, including, if applicable, the costs of delivery without undue delay and in any event not later than 14 days from the day on which he is informed of the consumer’s decision to withdraw from the contract in accordance with Article 11.

So the trader should be refunding the OP if they are based within the EU (and this is a business to consumer contract).