Return lost by courier

MrPez

Hi all

Wondering if someone can advise on where I stand.

I bought some boots from an online retailer (Ekosport) and had to return them due to poor fit.

The return process is stipulated by the retailer and they use EVRI. The online portal has an interface with Evri and all details are completed automatically. A cost of refund of EUR14.99 is then deducted from the amound refunded.

I did everything at my end but the courier looks like they have lost the package. Ekosport have said they have opened a case with Evri and will wait until the package is found before issuring refund.

What are my rights here? I did everything I could (and would never have chosen Evri if given the choice). I'm also unaware if the loss insurance addon would have been chosen since it was handled by Ekosport.

I don't see why I should have to wait for Evri to sort anything out before getting my money back.

TIA

born_again

French company.

tightauldgit

MrPez said:

Hi all

Wondering if someone can advise on where I stand.

I bought some boots from an online retailer (Ekosport) and had to return them due to poor fit.

The return process is stipulated by the retailer and they use EVRI. The online portal has an interface with Evri and all details are completed automatically. A cost of refund of EUR14.99 is then deducted from the amound refunded.

I did everything at my end but the courier looks like they have lost the package. Ekosport have said they have opened a case with Evri and will wait until the package is found before issuring refund.

What are my rights here? I did everything I could (and would never have chosen Evri if given the choice). I'm also unaware if the loss insurance addon would have been chosen since it was handled by Ekosport.

I don't see why I should have to wait for Evri to sort anything out before getting my money back.

TIA

Since its an EU transaction the laws might be slightly different than UK but I believe similar principles apply. If the return was handled by the seller then it's their contract with EVRI and provided you've got proof that you sent it as per the process then you will be due your refund. I don't think you should have to wait until its all resolved with EVRI but at the same time the supplier should have some reasonable amount of time to be able to investigate the issue and work out what has happened.

MrPez

Ok, thanks. I don't mind hanging on for a while, hopefully they'll track it down.

sheramber

https://www.ekosport.co.uk/cms-terms-and-conditions-u

In the event where the dispute cannot be solved through a an amicable solution, express jurisdiction shall be attributed, within the limits authorised by French law, to the courts under the authority of the Paris court of appeal.

lisyloo

It's reasonable that you have to wait for them to investigate.
How can they deal with it if they don't know what's happened?
I've just had a return go missing (uk) and with Evri.
They have kept in touch so I'm waiting.