Order cancelled - still got charged!

EdinDunromin

Hi all, I’m hoping someone has the knowledge to help here.

I made an online order but realised it wasn’t what I needed so I emailed to cancel on the same day. I got an email back asking for my bank details to send the refund to.

However, they then sent the item, and I’ve been charged and not received a refund. It cost £300+ so I don’t really want to just swallow it.

I’ve emailed 5 times over the course of three weeks and had no reply.

Does anyone know how I can take this forward and get my refund?

Thank you!

maisie_cat

do you sttill have the item or did you reject the delivery? If you still have it the easiest way to get the system to refund is to return it using their returns system. If they try to charge you for shipping return either argue with them before or after they have the item back. I've had this with Wayfair, their system cannot deal with cancellation before despatch so it was delivered and rejected.

the_lunatic_is_in_my_head

AFAIK a company can't take money with your bank details, other than a direct debit which is covered by the guarantee and can easily be recalled.

How was you charged?

Do you have the goods or have they been returned?

ItsComingRome

Might be better if you name the company.

EdinDunromin

Thanks for your responses all. It’s really bulky and hard to deliver so I was hoping to avoid that if possible. But if I have to do it then so be it!

EdinDunromin

ItsComingRome said:

Might be better if you name the company.

Master of Bumpers Ltd - it’s a car bumper hence returning it at my cost and time would be a pain!

the_lunatic_is_in_my_head

How was you charged?

Do you have the goods or have they been returned?

EdinDunromin

the_lunatic_is_in_my_head said:

How was you charged?

Do you have the goods or have they been returned?

They charged my credit card, and I still have the goods

the_lunatic_is_in_my_head

At a glance their site simply says the following regarding acceptance:

c) The Company reserves the right at any time after receipt of the order to accept or decline your order for any reason.

So if they reserve that right so do you and as you withdrew your offer they should refund and collect the goods.

If the goods were over £100 you have additional protection under S75 but the credit card company will probably require you to return the goods. 

Again if over £100 and you go down a small claims route you have recourse against both the trader and the card provider.

Might be worth letting the company know you are going to issue a S75 claim if they don't respond as they'll suffer a fee for this and might start replying.  

Even if you were cancelling the contract under the cancellation regs their site is out of date, they don't appear to have noted the cost of return or that the consumer must bear the cost so they are obligated to do so (unless I've missed something in their terms). 

Jenni_D

the_lunatic_is_in_my_head said:

Might be worth letting the company know you are going to issue a S75 claim if they don't respond as they'll suffer a fee for this and might start replying.  

Are you assuming that this is part of their card services contract? (You may well be right).

If a consumer raises a S75 claim against a credit provider it's up the the provider whether or not they subsequently pursue the seller - there's no automatic assumption that this will happen.

the_lunatic_is_in_my_head

Jenni_D said:

the_lunatic_is_in_my_head said:

Might be worth letting the company know you are going to issue a S75 claim if they don't respond as they'll suffer a fee for this and might start replying.  

Are you assuming that this is part of their card services contract? (You may well be right).

If a consumer raises a S75 claim against a credit provider it's up the the provider whether or not they subsequently pursue the seller - there's no automatic assumption that this will happen.

I was thinking of chargebacks regarding the fee. 

Maybe @born_again can confirm if the retailer is typically charged by the card company for S75 claims?