Notino only offering replacement or store credit for order which didn't arrive over 1 month ago.

JGreenwood

I placed an order with boots a few months back for some moisturiser because the skin on my knuckles was cracking from all the cold weather. I placed an order on a discounted item, that was then lost in the post. After taking it up with boots and the courier, boots refunded my money, but the item was no longer on sale. I said I wanted the item again at the price I'd paid and they refused.

I've just seen a sale on at notino for 15% off skincare with this notino voucher code, so I thought I might give them a go. I've never bought from them before, but all reviews seem to suggest they're safe to buy from. I guess no place is exempt from these sorts of happenings.

Manxman_in_exile

theonlywayisup said:

reecelewis54 said:

theonlywayisup said:

How did you pay and how much was the item.  It may be easier to go back to your card provider. 

£454.96 so a pretty penny. It was paid for via debit card. I know I have the option to go through card provider which I will if needed but I have had enough already and that will be another few months of stress. 

They are offering a replacement/store credit. 

The order was for Christmas presents which I no longer need as I have already replaced. Citizens advice said I am entitled for a refund and do not need to accept a credit which is backed up online but I am not sure how true this is?

 

You can ask the entire population of the UK and beyond but it is moot as the situation is the same;  the vendor won't refund.

If you want to dilly dally around you will forfeit your opportunity with the debit card provider.   

What opportunity with the debit card provider?

The items were delivered, but to the wrong address.  AIUI so long as there is proof of delivery (even to the wrong address!) there is no recourse to a chargeback.

(This has been explained many times on this board by @born_again and I suspect he deals with chargebacks at work.  See his post at 3:08pm on 11 January).

Manxman_in_exile

reecelewis54 said:

theonlywayisup said:

How did you pay and how much was the item.  It may be easier to go back to your card provider. 

£454.96 so a pretty penny. It was paid for via debit card. I know I have the option to go through card provider which I will if needed but I have had enough already and that will be another few months of stress. 

They are offering a replacement/store credit. 

The order was for Christmas presents which I no longer need as I have already replaced. Citizens advice said I am entitled for a refund and do not need to accept a credit which is backed up online but I am not sure how true this is?

 

So long as Parcel Force was the courier selected by Notino and you didn't select them, Notino are responsible for the goods until they are delivered into your "physical possession".  This is spelled out in s29(2)(a) Consumer Rights Act 2015 (legislation.gov.uk)

If Parcel Force delivered it to the wrong address, then Notino are still reponsible for the goods in question as they were not delivered into your "physical possession".  Parcel force delivering to the wrong address is Notino's problem to sort out with Parcel Force, it isn't your problem.

I don't think the legislation actually spells out what your remedy is in this situation, but the Act does stipulate elswhere that if goods are rejected as not conforming to contract, then "To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money...", I would argue that you should equally be entitled to a money refund from Notino here, and not just a credit note or voucher.  [s20(10) as above.]

Go back to Notino and explain this to them.

(And if CAB have already confirmed this view I'd be pretty certain it's correct)