Mifo / Hubbo returned package and no refund

92759302

Hi - I hope you can advise on my problem.  My 21 year old daughter  (Emily) is at Uni and was taking part in a John O Groats to Landsend bike ride for charity.  She ordered and paid for a massage gun from Mifo to help prevent leg muscle tension.  The massage gun didn't arrive and there was no indication from Mifo via email or text message and no email to acknowledge the money had been transferred.  A couple of weeks later it was Emilys birthday and she received a massage gun as a present.  2 weeks after that the massage gun from Mifo arrived.  My daughter was already on the bike ride then and didn't need a 2nd massage gun.

I waited for her to complete  the ride and then we parcelled the massage gun up to return it.  There was not invoice and no return address, except for an address for Huboo on the package.  I sent to to Huboo, using the Huboo ref and the customer ref number on the address label.  My daughter then posted it using Royal Mail.

About a month later, when no refund had been received, I contacted Huboo, who said they has no knowledge of the package but to contact Mifo.  I contacted mifo and they were very unhelpful and said they needed the proof of postage, which of course my daughter has lost (and I couldn't get a replacement one).  They just kept repeating the same message but I think there's also responsibility on them as the only info I have is:
 * the PayPal receipt from the return postage
 * the PayPal receipt for the purchase (it was £159)
 * a picture of the package when I returned it to Huboo
There was absolutely nothing from Mifo, either text message or email.
I am at a loss as to what else to do or whether I should just write it off as a bad experience.  Any help appreciated.

Aylesbury_Duck

From a consumer rights point of view, she could have returned an unused online order within 14 days of receiving it, for a full refund.  Was she inside that timeframe, or not?  If she was, then if you can determine that it did arrive back at the retailer, then she is owed a refund.  If she was outside that timeframe, then unless their policy allows returns outside the 14 days, she's not entitled to a refund but she is entitled to the item back, because she owns it.  The difficulty you have is the lost proof of postage, so I suspect you're unlikely to get anywhere.

Just to get clarity, who is Hubbo/Huboo?  Mifo?  Which is the retailer?

the_lunatic_is_in_my_head

If you ordered from the Mifo UK website then timeframes won't matter (unless it's been a year and 14 days since delivery) as their return policy is way off, the problem is the retailer should refund within 14 days of getting the goods back or having been supplied with evidence of their return. 

With them saying they haven't had it but you not having proof of posting there isn't really anything that can be done as far as I can see. 

Hunt around and find the proof of posting is best advice, if you do find it come back for more advice  

Ergates

Firstly, and most importantly:   OP - you seem to have registered using your real name and possibly even date of birth- plus you give your daughters actual name.  If this is the case (and those aren't just aliases) you need to change that ASAP!

Mifo seems to be primarily a seller of "high end audio" equipment - but they do also seem to sell sports massagers, because obviously those 2 things go together...

You *should* have been sent information, including about returns, when you placed your order.  This is often included in the offer confirmation email, but may also be a paper copy included with the item.

If you did not receive, or could not find, this information, it is also available on the Mifo website: 

Shipping Policies, Refunds and Returns - Qualifications, Restrictions, – Mifo UK - The World's Most Advanced Wireless Earbuds for Active Movers - O5, O7

That should have been your first port of call it states: "Simply contact us with your order number and a description of the problem. You'll need to return item(s) to our UK-based returns center before we issue a full refund. Our returns team will provide you with detailed instructions upon approval of the return request."

I'm assuming you didn't do that?

You sent the parcel back to Hubbo - was it a specific returns address?  Or just some other address?   If it wasn't a returns address then when it turned up they probably wouldn't have known what to do with it - especially as we don't know if Hubbo even handle returns for Mifo *at all*.  So, it's quite possibly just floating around the Hubbo offices/warehouse somewhere.

So, in short:   You didn't follow the correct returns procedure, the address you sent the parcel to was probably the wrong address, and you've also lost the only proof you had that you actually sent it.  I don't see that there is any responsibility on Mifo at this point - your only hope is that Hubbo can find your parcel and can forward it on to Mifo (or return it to you).

user1977

And goodness knows what legal entity "Mifo" actually is - there don't appear to be any actual limited company details on the website, just an address (which is a service address for thousands of companies). I suspect it's another Chinese operation pretending to be UK-based.

cx6

There doesn't appear to be a mifo registered at companies house. Unless it is mifo holdings in Newcastle.

the_lunatic_is_in_my_head

Ergates said:

Firstly, and most importantly:   OP - you seem to have registered using your real name and possibly even date of birth- plus you give your daughters actual name.  If this is the case (and those aren't just aliases) you need to change that ASAP!

Mifo seems to be primarily a seller of "high end audio" equipment - but they do also seem to sell sports massagers, because obviously those 2 things go together...

You *should* have been sent information, including about returns, when you placed your order.  This is often included in the offer confirmation email, but may also be a paper copy included with the item.

If you did not receive, or could not find, this information, it is also available on the Mifo website: 

Shipping Policies, Refunds and Returns - Qualifications, Restrictions, – Mifo UK - The World's Most Advanced Wireless Earbuds for Active Movers - O5, O7

That should have been your first port of call it states: "Simply contact us with your order number and a description of the problem. You'll need to return item(s) to our UK-based returns center before we issue a full refund. Our returns team will provide you with detailed instructions upon approval of the return request."

I'm assuming you didn't do that?

You sent the parcel back to Hubbo - was it a specific returns address?  Or just some other address?   If it wasn't a returns address then when it turned up they probably wouldn't have known what to do with it - especially as we don't know if Hubbo even handle returns for Mifo *at all*.  So, it's quite possibly just floating around the Hubbo offices/warehouse somewhere.

So, in short:   You didn't follow the correct returns procedure, the address you sent the parcel to was probably the wrong address, and you've also lost the only proof you had that you actually sent it.  I don't see that there is any responsibility on Mifo at this point - your only hope is that Hubbo can find your parcel and can forward it on to Mifo (or return it to you).

Regrading the address the consumer may return goods as per the below so if the trader hasn't specified an address for return the goods may be sent back to the contact address or any address they can find. 

The address OP mentions appears to be the return address on the parcel, as the address on the actual site is incomplete to return to the sender address is fair enough in my view. Although OP should have informed the trader of their intention to cancel there isn't any obligation to wait for a response before returning the goods so the trader shouldn't rely on providing that information after the consumer contacts them to cancel. 

OP can still contact the trader and notify them of their intention to cancel as they would still be in the (extended) cancellation period. 

Of course if the seller is actually in China OP isn't realistically going to be able to enforce their rights. 

www.legislation.gov.uk/uksi/2013/3134/regulation/32/made

Return of goods in the event of cancellation

(3) The address to which goods must be sent under paragraph (2)(a) is—

(a)any address specified by the trader for sending the goods back;

(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;

(c)if no address is specified for either of those purposes, any place of business of the trader.

Ergates

the_lunatic_is_in_my_head said:

Ergates said:

Firstly, and most importantly:   OP - you seem to have registered using your real name and possibly even date of birth- plus you give your daughters actual name.  If this is the case (and those aren't just aliases) you need to change that ASAP!

Mifo seems to be primarily a seller of "high end audio" equipment - but they do also seem to sell sports massagers, because obviously those 2 things go together...

You *should* have been sent information, including about returns, when you placed your order.  This is often included in the offer confirmation email, but may also be a paper copy included with the item.

If you did not receive, or could not find, this information, it is also available on the Mifo website: 

Shipping Policies, Refunds and Returns - Qualifications, Restrictions, – Mifo UK - The World's Most Advanced Wireless Earbuds for Active Movers - O5, O7

That should have been your first port of call it states: "Simply contact us with your order number and a description of the problem. You'll need to return item(s) to our UK-based returns center before we issue a full refund. Our returns team will provide you with detailed instructions upon approval of the return request."

I'm assuming you didn't do that?

You sent the parcel back to Hubbo - was it a specific returns address?  Or just some other address?   If it wasn't a returns address then when it turned up they probably wouldn't have known what to do with it - especially as we don't know if Hubbo even handle returns for Mifo *at all*.  So, it's quite possibly just floating around the Hubbo offices/warehouse somewhere.

So, in short:   You didn't follow the correct returns procedure, the address you sent the parcel to was probably the wrong address, and you've also lost the only proof you had that you actually sent it.  I don't see that there is any responsibility on Mifo at this point - your only hope is that Hubbo can find your parcel and can forward it on to Mifo (or return it to you).

Regrading the address the consumer may return goods as per the below so if the trader hasn't specified an address for return the goods may be sent back to the contact address or any address they can find. 

The address OP mentions appears to be the return address on the parcel, as the address on the actual site is incomplete to return to the sender address is fair enough in my view. Although OP should have informed the trader of their intention to cancel there isn't any obligation to wait for a response before returning the goods so the trader shouldn't rely on providing that information after the consumer contacts them to cancel. 

OP can still contact the trader and notify them of their intention to cancel as they would still be in the (extended) cancellation period. 

Of course if the seller is actually in China OP isn't realistically going to be able to enforce their rights. 

www.legislation.gov.uk/uksi/2013/3134/regulation/32/made

Return of goods in the event of cancellation

(3) The address to which goods must be sent under paragraph (2)(a) is—

(a)any address specified by the trader for sending the goods back;

(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;

(c)if no address is specified for either of those purposes, any place of business of the trader.

IF the trader didn't provide the return address - it sounds like the required information wasn't included in the with the goods, but it isn't clear whether or not they were emailed.  It's also not clear if the Hubbo address used was a return address, or just some other random address for the company.

Also - as Hubbo is a 3rd party, and not the trader, would the Hubbo address count as a "place of business of the trader".  It'd be like if DPD delivered a parcel, and to return it you just mailed it to a DPD office somewhere.

92759302

Thank you (I will change my account name)

I think the part I haven't told you is that I didn't know who the supplier was until Hubbo asked my to contact Mifo, my daughter didn't know who she had bought to from and the only details I had were from Huboo.

The parcel arrived from Huboo, I understand that they post  and receive post on behalf of the supplier

She bought the massage gun from Mifo - but the payment was to shopendive.com.

Im at the point where Im going to give up trying to get my money back but thought I would just check with you guys first.

the_lunatic_is_in_my_head

Ergates said:

the_lunatic_is_in_my_head said:

Ergates said:

Firstly, and most importantly:   OP - you seem to have registered using your real name and possibly even date of birth- plus you give your daughters actual name.  If this is the case (and those aren't just aliases) you need to change that ASAP!

Mifo seems to be primarily a seller of "high end audio" equipment - but they do also seem to sell sports massagers, because obviously those 2 things go together...

You *should* have been sent information, including about returns, when you placed your order.  This is often included in the offer confirmation email, but may also be a paper copy included with the item.

If you did not receive, or could not find, this information, it is also available on the Mifo website: 

Shipping Policies, Refunds and Returns - Qualifications, Restrictions, – Mifo UK - The World's Most Advanced Wireless Earbuds for Active Movers - O5, O7

That should have been your first port of call it states: "Simply contact us with your order number and a description of the problem. You'll need to return item(s) to our UK-based returns center before we issue a full refund. Our returns team will provide you with detailed instructions upon approval of the return request."

I'm assuming you didn't do that?

You sent the parcel back to Hubbo - was it a specific returns address?  Or just some other address?   If it wasn't a returns address then when it turned up they probably wouldn't have known what to do with it - especially as we don't know if Hubbo even handle returns for Mifo *at all*.  So, it's quite possibly just floating around the Hubbo offices/warehouse somewhere.

So, in short:   You didn't follow the correct returns procedure, the address you sent the parcel to was probably the wrong address, and you've also lost the only proof you had that you actually sent it.  I don't see that there is any responsibility on Mifo at this point - your only hope is that Hubbo can find your parcel and can forward it on to Mifo (or return it to you).

Regrading the address the consumer may return goods as per the below so if the trader hasn't specified an address for return the goods may be sent back to the contact address or any address they can find. 

The address OP mentions appears to be the return address on the parcel, as the address on the actual site is incomplete to return to the sender address is fair enough in my view. Although OP should have informed the trader of their intention to cancel there isn't any obligation to wait for a response before returning the goods so the trader shouldn't rely on providing that information after the consumer contacts them to cancel. 

OP can still contact the trader and notify them of their intention to cancel as they would still be in the (extended) cancellation period. 

Of course if the seller is actually in China OP isn't realistically going to be able to enforce their rights. 

www.legislation.gov.uk/uksi/2013/3134/regulation/32/made

Return of goods in the event of cancellation

(3) The address to which goods must be sent under paragraph (2)(a) is—

(a)any address specified by the trader for sending the goods back;

(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;

(c)if no address is specified for either of those purposes, any place of business of the trader.

IF the trader didn't provide the return address - it sounds like the required information wasn't included in the with the goods, but it isn't clear whether or not they were emailed.  It's also not clear if the Hubbo address used was a return address, or just some other random address for the company.

Also - as Hubbo is a 3rd party, and not the trader, would the Hubbo address count as a "place of business of the trader".  It'd be like if DPD delivered a parcel, and to return it you just mailed it to a DPD office somewhere.

I would think in the absence of anything else the sender address would be suitable. DPD might deliver but they don't put their address on the labels. 

Manxman_in_exile

shopendive.com doesn't look like a very reliable retailer to me...