Footwear

TomB73

Last year (on 24 November) I purchased a pair of shoes online, when they arrived they were faulty (white marks all over black soles), I emailed for a refund which was arranged (return label was provided on 8 December) but annoyingly it took me a long time to return the shoes and they arrived back with the retailer on 17 January, 40 days after I received the return information. I didn't hear anything and kind of forgot (again!) so emailed them on Monday to find out when my refund will be processed, only to be told they will only provide a credit note, which they sent through today, 43 days after they received them. It's frustrating it's taken longer for them to give any kind of refund after receiving the shoes than it took me to return them and that I've only been given the credit because I chased it, but what I'm unclear on is if I have to accept credit due to the late return or if I should have more time t receive a proper refund because they sent faulty goods. I've read 30 day return window for refunds but also that there's a (statutory?) six month return window for faulty goods, but is this for items that break during use? It seems very difficult to get a clear answer on this stuff...
Thanks in advance,
Tom

Alderbank

TomB73 said:

Last year (on 24 November) I purchased a pair of shoes online, when they arrived they were faulty (white marks all over black soles), I emailed for a refund which was arranged (return label was provided on 8 December) but annoyingly it took me a long time to return the shoes and they arrived back with the retailer on 17 January, 40 days after I received the return information. I didn't hear anything and kind of forgot (again!) so emailed them on Monday to find out when my refund will be processed, only to be told they will only provide a credit note, which they sent through today, 43 days after they received them. It's frustrating it's taken longer for them to give any kind of refund after receiving the shoes than it took me to return them and that I've only been given the credit because I chased it, but what I'm unclear on is if I have to accept credit due to the late return or if I should have more time t receive a proper refund because they sent faulty goods. I've read 30 day return window for refunds but also that there's a (statutory?) six month return window for faulty goods, but is this for items that break during use? It seems very difficult to get a clear answer on this stuff...
Thanks in advance,
Tom

Who did you buy them from, how much did they cost and how did you pay?
These are all relevant questions to help us to help you.

The retailer seems to have accepted that the shoes were faulty. Your consumer rights are that the retailer must refund you in full in the same way that you paid (eg back to your credit card).
The difficulty however can be persuading some reluctant retailers to honour their statutory obligations.

You have misunderstood some of your statutory rights but you can easily fix that, lots of useful guidance elsewhere on this MSE website.