Online retailer won't refund me

tripled

OP, it sounds like you notified them within 14 days. If you can't get anywhere with the retailer using the good advice given in this thread, try a chargeback through your bank. They may ask for evidence to support your dispute. There is a time limit on chargebacks, so don't leave it too long.

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

kinkers

tripled said:

OP, it sounds like you notified them within 14 days. If you can't get anywhere with the retailer using the good advice given in this thread, try a chargeback through your bank. They may ask for evidence to support your dispute. There is a time limit on chargebacks, so don't leave it too long.

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

Thank you, they are normally quite quick at replying but no response to my last 2 emails so will start chargeback process now. Suspect they're just going to ignore me.

born_again

kinkers said:

tripled said:

OP, it sounds like you notified them within 14 days. If you can't get anywhere with the retailer using the good advice given in this thread, try a chargeback through your bank. They may ask for evidence to support your dispute. There is a time limit on chargebacks, so don't leave it too long.

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

Thank you, they are normally quite quick at replying but no response to my last 2 emails so will start chargeback process now. Suspect they're just going to ignore me.

Just remember that retailer has 45 days to contest a chargeback. If they do not & they feel they have a case. As per quite a few threads here. They can start proceedings to recover what they feel they are owed.

kinkers

Thank you everyone!

They have just replied saying they've cancelled my gift card and agreed to refund me after reading the full email thread where, apparently, they could see there are "conflicting terms and conditions".

Not so simple though. My order total was £264.95 not including postage. I was refunded £24.99 and issued a giftcard for £239.96. They are saying the £24.99 refund was an error and that it was also included in the giftcard amount (I can do my sums, it clearly was not included....) so have only refunded me £214.97 🙃

EDIT: as pointed out by another user, I did keep one so they have infsct, refunded me the correct amount 🥳

Manxman_in_exile

kinkers said:

Thank you everyone!

They have just replied saying they've cancelled my gift card and agreed to refund me after reading the full email thread where, apparently, they could see there are "conflicting terms and conditions".

Not so simple though. My order total was £264.95 not including postage. I was refunded £24.99 and issued a giftcard for £239.96. They are saying the £24.99 refund was an error and that it was also included in the giftcard amount (I can do my sums, it clearly was not included....) so have only refunded me £214.97 🙃

Can you clarify?  You weren't asking for a refund of the "order total" because you kept one of the dresses.

You should have been refunded to your debit card the cost of the dresses you returned.  As you kept one of the dresses it's debatable whether or not you should also have been refunded some or all of the carriage you paid to get the order to you.  You might also be entitled to a refund on the costs you incurred on sending back the returned dresses.  (It depends on what you were told when you ordered the dresses.  I think they say that if you are returning non-faulty goods you have to pay the costs of return)

kinkers

Manxman_in_exile said:

kinkers said:

Thank you everyone!

They have just replied saying they've cancelled my gift card and agreed to refund me after reading the full email thread where, apparently, they could see there are "conflicting terms and conditions".

Not so simple though. My order total was £264.95 not including postage. I was refunded £24.99 and issued a giftcard for £239.96. They are saying the £24.99 refund was an error and that it was also included in the giftcard amount (I can do my sums, it clearly was not included....) so have only refunded me £214.97 🙃

Can you clarify?  You weren't asking for a refund of the "order total" because you kept one of the dresses.

You should have been refunded to your debit card the cost of the dresses you returned.  As you kept one of the dresses it's debatable whether or not you should also have been refunded some or all of the carriage you paid to get the order to you.  You might also be entitled to a refund on the costs you incurred on sending back the returned dresses.  (It depends on what you were told when you ordered the dresses.  I think they say that if you are returning non-faulty goods you have to pay the costs of return)

Oh god you're absolutely right, I totally forgot I'd kept one 😅. Thank you! Not fussed about my postage cost, althoughnit cost nearly £10 I'm just happy to be refunded, can't be bothered dealing with them anymore

Thank you everyone.

the_lunatic_is_in_my_head

Thanks for updating us OP, glad to hear you got a result  

Manxman_in_exile

Good - pleased to hear it.

If you buy a lot of stuff online that you end up returning, bear in mind what I posted earlier about telling them you are exercising your statutory right to cancel - UNLESS their own returns policy gives you a better deal.  (Quite often they'll give you longer than the statutory 14 days)