Refund via PayPal for item already returned

user1111

Hi all - looking for some further advice from those in the know about a problem I'm having with a company called MyRobotCenter. They are an Austrian based company with a UK office that sells household cleaning robots across the EU and UK with very competitive prices. One of the key services is their 30 day "Money back extended right of return without risk" which gave me comfort that we could return the unit without fuss.

I ordered a product from them on the 11th of February for £499 via PayPal which came from mainland Europe in about ten days, however the product wasn't fit for our needs so we executed the right to return process and duly followed their returns procedure which included a paid-for service by them via Royal Mail to their UK-side office. We returned the item to them which was confirmed delivered to their UK office via Royal Mail tracking on the 26th of February. Meanwhile, we ordered another product from them (the upgraded model) on the 25th of February which arrived and we're happily keeping / using.

I contacted their customer service via email and sent proof of tracking to request the refund ASAP and was advised by their customer service that the refund would be forthcoming once they had received the product. I reminded them that the product was indeed delivered, however they have since advised that they mean once the product has been returned to Austria. I was patient with them and waited a further week and chased it up, they confirmed that they still hadn't received. I waited a further 10 days and chased it again, they confirmed they still hadn't received it but that it was loaded onto a pallet at the UK side to be shipped back to Austria. Another 10 days went by and I chased again, I was told last week on the 29th of March that it "should certainly arrive in the next few days". 

It's now been five weeks since it was confirmed delivered to their UK side office and I still do not have a refund, I have therefore raised a dispute / claim for the transaction via PayPal explaining the situation and providing proof of tracking. I made a big mistake not using a credit card and subsequently do not have section 75 protection. I'm looking for advice or help on any other avenues I can take to expedite the refund? I have a feeling that somethings happened with the return and they're not being honest with me, simply fobbing me off with an excuse each time.

Thanks

theonlywayisup

Slightly confusing given the title.

What type of Paypal dispute have you opened?  If it was a SNAD (significantly not as described) then you could come a cropper if you haven't waited for Paypal to tell you to send it back.  The best option is to ring Paypal and advise that you have sent it back and the company have confirmed receipt, give the tracking info and ask Paypal if they will refund you.

Your only other avenue is legal action, which will depend on what consumer laws Austria has. 

user1111

Update - PayPal have reviewed my case and ruled in my favour, I recovered the full £499. They contacted the trader, and whilst I wasn't told the agreement, I suspect that trader did not contest the claim with PayPal given that the tracking proved the item arrived at their UK-side handler with no refund forthcoming after 5 weeks of that delivery date. Case closed.