Online retailer refusing refund

Alikam77

Hi

I recently ordered clothes from and online retailer. I returned the items and the retailer gave me a 'gift certificate' to use on their site to cover the cost of the refund. This had an expeiry date of 4th June. I have today 7th June gone to use the code given to find that it has expired.

I have emailed the Customer Service team to ask for a new code or to have the existing code extended. Clearly they have not really tried to resolve my query as today (7th June) they told me to ensure that I use it by 4th June as it cannot be extended.

I have asked them to reconsider as this is not a 'Gift certificate' but a refund for money I paid but not goods kept.

Could someone please tell me where do I stand on this, surely they can't keep my money/not give the code when I have not had goods? It isn't a huge amount but nearly £100 which as a single Mum with 3 children is a lot.

Many thanks

powerful_Rogue

Alikam77 said:

Hi

I recently ordered clothes from and online retailer. I returned the items and the retailer gave me a 'gift certificate' to use on their site to cover the cost of the refund. This had an expeiry date of 4th June. I have today 7th June gone to use the code given to find that it has expired.

I have emailed the Customer Service team to ask for a new code or to have the existing code extended. Clearly they have not really tried to resolve my query as today (7th June) they told me to ensure that I use it by 4th June as it cannot be extended.

I have asked them to reconsider as this is not a 'Gift certificate' but a refund for money I paid but not goods kept.

Could someone please tell me where do I stand on this, surely they can't keep my money/not give the code when I have not had goods? It isn't a huge amount but nearly £100 which as a single Mum with 3 children is a lot.

Many thanks

When did you purchase the clothes, when were they delivered and when did you return them?

When you returned them, for what reason did you give? Did you return them under their own policy or under the Consumer Rights Act?

When was you issued the gift voucher? If you knew it expired on the 4th June, why did you leave it late to use it?

What is the name of the website so we can see the T&C's

Based on what you've said, sounds like you accepted a gift voucher for the returned clothes, but just didn't use it before the expiry.

screech_78

As above, who is the retailer and what’s the timeline on these purchases? 

I know ASOS gives you 45 days to return things, but anything returned from 29-45 days is issued as a voucher and you have 2 years to use it. 

Regardless though, even if a gift voucher shouldn’t have been offered in the first place, you accepted that and I imagine it had a fair bit of time on it to use it. I can’t see any argument if it’s now expired.