Wowcher refund - item not as described

I ordered a heated airer through Wowcher, and the order was fulfilled through a company called Groundlevel. All photos on the website showed a product that has the wings on (the kind that shows up if you Google image search for 'winged heated airer'), along with a price of £36. When the airer finally arrived, it was a much smaller airer without any wings, which wasn't what I wanted and wasn't shown in any of the photos. Neither Groundlevel nor Wowcher is willing to give me a refund as they keep saying 'that's the option you picked', but won't acknowledge or respond to my pointing out that there were no photos of the product I actually received and the description of the item was ambiguous (it was called something like 'heated clothes airer'). 

I don't know what my next step is, neither Wowcher nor Groundlevel even appear to acknowledge my complaint. I've also tried going to my bank to get a refund, but since the transaction was for a voucher, not a product directly, I can't get a refund through my bank. Is there anything else I can do? I just want them to collect it and refund me since it was clearly not sold as described. And of course there's no phone number to reach anyone on so it's all taking place through email where they take forever to respond.

Has anyone else had any luck getting an actual refund from Wowcher for items not sold as described? 


  • MalMonroeMalMonroe Forumite
    5.4K Posts
    Eighth Anniversary 1,000 Posts Name Dropper Photogenic
    Hi, I don't like Wowcher because I used to be a 'member' or whatever they're called nowadays but I discovered that a lot of the things they advertised could be bought elsewhere, cheaper or at the same price. All I had to do was do a quick google search.

    I did once buy something via Wowcher and then I wanted to return it because it was of very poor quality.

    I just contacted them online and said I wasn't happy and I wanted to return the item. They allowed the return, refunded me and I returned the item. Then I left Wowcher for good.

    Have you tried phoning Groundlevel?  Their webpage says, "We're available 9-5 / Mon-Fri - 01455 613899"

    You need to point out to them that when buying goods online, you have rights under the Consumer Rights Act 2015.

    See info in the following link from this site -

    Part of which says -
    "You've MORE rights buying online (or by telephone/catalogue) due to the Consumer Contracts Regulations. These give a legal right of 14 days to cancel the order after receiving it, and a further 14 days to send most goods back for a full refund (including outward delivery costs), even if there's no fault. You'll usually need to pay for the return delivery".

    Them saying 'that's the option you picked', just isn't the law. How can you see it properly when you buy online? They need to pull their socks up!

    I'd also send a twitter message about Wowcher, they'd love that kind of adverse publicity, I'm sure(!)  Details in following link -

    Hope some of this information's helpful and that you get your money back. 
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
  • born_againborn_again Forumite
    10K Posts
    1,000 Posts Third Anniversary Name Dropper
    Who supplied the goods? 

    Wowcher is usually supplying a  wow voucher to go to the retailer to provide the items. So wowcher have done what was asked. So you only claim is against the retailer. 
    Can't even go to your bank for a chargeback as that is against who debited you account. & wowcher have done what you paid them to do.
    Life in the slow lane
  • sherambersheramber Forumite
    16.1K Posts
    Eighth Anniversary 10,000 Posts I've been Money Tipped! Name Dropper
    How long ago was it delivered?

    Groundlevel state you  have 28 days to return an item for a  refund. However, as you paid by voucher any refund would have to be through Wowcher as Groundlevel will not be able to refund Wowcher vouchers.
Sign In or Register to comment.
Latest MSE News and Guides

Did you know there's an MSE app?

It's free & available on iOS & Android


Regifting: good idea or not?

Add your two cents to the discussion

MSE Forum

Energy Price Guarantee calculator

How much you'll likely pay from April

MSE Tools