Paypal and Distance Selling Rules?

landghove

I bought a phone case for £60 but returned it to the business as no longer had the phone. I paid with Paypal but their resolution centre doesn't allow for "changed mind" type categories.

Am getting no response from the seller, can Paypal and its famous protection help me?...Paypal have actually refunded me my recorded delivery fee of £3 which was nice.

born_again

PayPal Like Debit/Credit card chargebacks are over & above your consumer rights. So you have no claim via them for change of mind.
That you will need to take up with retailer & if needed take them to court to claim your money back.

But you make no mention of how long you had the case before returning. As it seems odd to purchase a case, when you no longer have the phone.🤷‍♂️

theonlywayisup

Have you been in touch with Paypal as it sounds like you were signed up for 'returns on us'.  It may be worth explaining to them that you used their scheme and the item has been returned (proof of delivery provided) and that you would like their help in getting a refund. 

bris

You need to explain the timelines, when you bought it and when you wanted to return it.

You have no rights with paypal and as you don't have the phone I,m curious if you had it when you bought the case.

I assume you did, so did you use it in the time before you got rid of the phone?

landghove

I bought the phone, then ordered the case. Receieved the phone, decided I didn't like it, returned it, then tried to return the case.

The company has received the case as was sent recoded delivery.

Distance selling laws allow you to do this.

The company will not respond to communications.

https://extreme-gear.co.uk/product/iphone-13-pro-max-turbo-edition/?gclid=Cj0KCQjwz7uRBhDRARIsAFqjulkSIoGMHH6zDI1KgOHSEerVrV-ECogJWDmrINAzjcYentpAehSldUkaAkrjEALw_wcB

pinkshoes

landghove said:

I bought the phone, then ordered the case. Receieved the phone, decided I didn't like it, returned it, then tried to return the case.

The company has received the case as was sent recoded delivery.

Distance selling laws allow you to do this.

The company will not respond to communications.

https://extreme-gear.co.uk/product/iphone-13-pro-max-turbo-edition/?gclid=Cj0KCQjwz7uRBhDRARIsAFqjulkSIoGMHH6zDI1KgOHSEerVrV-ECogJWDmrINAzjcYentpAehSldUkaAkrjEALw_wcB

The website only gives an email address as a contact and a mobile number. No business address, so not somewhere I would order from, but it does say:

RETURNS & REFUNDS
At Extreme®, we pride ourselves in our Customer Satisfaction Guarantee. If you change your mind for any reason, you can arrange a return within 14 calendar days of delivery for a full refund. Please note the buyer is responsible for return shipping costs and it is also important that you contact our customer support first at: info@extreme-gear.co.uk to generate an RMA.
The returned item(s) must be sent back in its original packaging and in the same new condition as when it was sold, including all packaging, parts and accessories. Refunds will be processed within 3-5 working days of receiving the products, to the original payment method.

It might be worth phoning PayPal and asking them how to get the money refunded as you have returned the item.

Where did you return it to?? Did you contact them asking them to return it and they gave you a return address? (as there is no postal address given).

theonlywayisup

What a horrible website.  I cannot find anything that says where they are based and certainly nothing that says they are in the UK, in which case you won't have any UK distance selling laws to protect you. 

born_again

Registered on: 28-Sep-2021

Using google as hosting.

landghove

The package arrived with a returns address in Birmingham.

theonlywayisup

landghove said:

The package arrived with a returns address in Birmingham.

That doesn't mean they are based in the UK.

Have you actioned my suggestion in post 3?

Alderbank

In RETURNS AND REFUNDS their T&Cs say 'it is also important that you contact our customer support first at: info@extreme-gear.co.uk to generate an RMA.'

Did you do that and has the company confirmed they received it?

Some companies refuse or dispose of parcels without a valid RMA number to protect their staff from abusive or obnoxious stuff.
If the Birmingham address is just a correspondence address they also might just ignore unexpected parcels.

PayPal will not do anything until the return is confirmed.