Zara refusing to refund lost return

SJgirl84

HillStreetBlues said:

I'm not one,  I think a consumer needs to make a statement about cancelling. (sorry if I've been unclear)

What I do think is just because a person uses a prepaid parcel, it doesn't mean they have always returned it under T&Cs,

If a person cancels and uses a prepaid parcel,  then it's cancelled, but the retailer could to deduct the cost of postage from the refund.
 

This is true of Zara actually, they deduct a fee of £1.95 for every return made. Does this change anything in regards to my rights?
it states on their website “ Please note that you will be charged for the cost of a return to a UK Drop-Off Point. We will charge a fixed amount of £1.95, which we will immediately deduct from the amount to be refunded to you.”

Manxman_in_exile

HillStreetBlues said:

Manxman_in_exile said:

Just to clarify something because I wouldn't want you to get the wrong end of the stick about it...   

If this should get to court because Zara are really difficult, and you end up having to do a witness statement, you have to tell the truth.

I've no idea what you told Zara in the 'phone conversation and you may have forgotten exactly what you said yourself.  But I'd see nothing wrong with something like:  "I can't recall the exact words I used but I called Zara and explained that I was returning the goods for a refund.  As far as I'm concerned that amounted to a clear statement that I was cancelling the contract, as why else would I be returning the goods for a refund if I wasn't cancelling the contrcat?"  You can adapt that according to what you said.

(I know there are other posters on here who think the mere fact you are returning an item for a refund within 14 days should be sufficient by itself to establish that you were cancelling the contrcat, but I'm not so sure myself.  @HillStreetBlues might be one of them...?)

I'm not one,  I think a consumer needs to make a statement about cancelling. (sorry if I've been unclear)

What I do think is just because a person uses a prepaid parcel, it doesn't mean they have always returned it under T&Cs,

If a person cancels and uses a prepaid parcel,  then it's cancelled, but the retailer could to deduct the cost of postage from the refund.
 

Yeah.  Sorry.  I thought somebody had suggested this last week and I thought it was you.  But maybe I was just confused or mixed you up with someone else.

Manxman_in_exile

SJgirl84 said:

HillStreetBlues said:

I'm not one,  I think a consumer needs to make a statement about cancelling. (sorry if I've been unclear)

What I do think is just because a person uses a prepaid parcel, it doesn't mean they have always returned it under T&Cs,

If a person cancels and uses a prepaid parcel,  then it's cancelled, but the retailer could to deduct the cost of postage from the refund.
 

This is true of Zara actually, they deduct a fee of £1.95 for every return made. Does this change anything in regards to my rights?
it states on their website “ Please note that you will be charged for the cost of a return to a UK Drop-Off Point. We will charge a fixed amount of £1.95, which we will immediately deduct from the amount to be refunded to you.”

No.  If their T&Cs say they will make you pay for return postage if you either cancel under the regs or return under their own policy they can do that.

SJgirl84

Hey everyone, I ended up putting a claim with PayPal as someone on here suggested who had a similar problem with another retailer. 

The case went in my favour and I received my refund. 

Thank you everyone for your help and advice. 

mollylouise49

Hi
i had the same trouble. I returned 5 items to Zara from 3 different orders been refunded for 4 and not the fifth. At first they were saying I hadn’t followed their returns protocol which o did and always have done. Now a week on there saying they haven’t received the item
ive sent pictures of my return receipt. Surely they only have to look at the weight. But no they are not interested. 

I think it’s bloody disgusting they are rude and I don’t know where to turn for help. 

Tried ringing customer services and now there lines are no longer available?
the item was a bag for 59.99 

jomcm123

Hi - Ive just had the same thing happen to me - I returned £200 of goods via Collect Plus on 30/4 and got a tracking reference on email which when i track the parcel it says its been received back to Zara on 4/4 and twice customer services have told me they havent got the goods back.  When i go onto the app and the returns tab it says courier incident but Zara arent having any of it - not sure what to do now.... im fuming 

Steena100

jomcm123 said:

Hi - Ive just had the same thing happen to me - I returned £200 of goods via Collect Plus on 30/4 and got a tracking reference on email which when i track the parcel it says its been received back to Zara on 4/4 and twice customer services have told me they haven't got the goods back.  When i go onto the app and the returns tab it says courier incident but Zara aren't having any of it - not sure what to do now.... im fuming 

I am trying to find someone with authority to email as I only get rude, impersonal, chatbot style responses from the social media team. If I get any success will post the details

Teri098

Hi everyone, I have had the exact same thing happen to me. I return my parcel to Zara in February and as they have not received it they are refusing to refund me. Inpost has confirmed that the parcel got lost and Zara are responsible to issue the refund. Did anyone go through small claims court? And we’re you successful ?