No refunds on sale items purchased online

p00hsticks

Ergates said:

user1977 said:

Anitathepeach said:

we have to keep same policy for all our customers - not one policy for one person and another for others. 

Point out to them that all retailers in the UK have to follow the same law for all their customers - not one law for one retailer and another for others...

Reminding them their website says they are covered by UK law.

Except that, according to Sandtree, their website states that it's the 'Vancouver, BC, UK' law !

Manxman_in_exile

I wonder if their response* - which is clearly attempting to mislead the consumer as to what their rights are and as to the trader's obligations - could amount to an offence under The Consumer Protection from Unfair Trading Regulations 2008 (legislation.gov.uk).

I'd complain to CAB and ask them to refer this to Trading Standards for investigation as a potential criminal offence.  (Of course TS won't do anything but you can only try.. )

Then I'd go back to the trader, point out to them that their reply ignores the law and might even amount to a criminal offence in itself under the above Act.  (No harm in adding you've asked CAB to refer it to TS for investigation). If no satisfactory response within 7 days, send a letter before claim.  And then sue them if they don't cough up.

Of course, even if the OP won a claim, I wonder if it would get paid?

*The response is barely written in English which also makes me wonder about enforcing it...

MalMonroe

Hi, you do have rights and when you buy online, you have extra rights, according to info in the following link, from this very site -

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#web

See under 'Buying on the Web, mail order or from home'.

Please note where it says "If you aren't told about your cancellation rights in writing, you have up to a year and 14 days to cancel the contract."

There is further information in the same link under 'Other key need-to-knows' about sale items.

You are entitled to return, even if it's just because you have changed your mind and you are entitled to a refund of whatever you have paid. 

Those are your rights, no matter what their policy may stipulate.

sheramber

The OP is well aware of her rights.

But teh retailer is ignoring these rights,

Diamandis

I'd be sending them a letter before action now, clearly outlining that you've made them aware of their legal obligations and they are refusing to comply so you will be taking them to small claims court to recover your money. 

If you google "letter before action" you will find templates to use.