Retailer refusing refund for item that they say I’ve used
Hello. I’ve had ongoing issues with a company I bought a trolley and bag with (online, credit card). I received and inspected the items - was unhappy with aspects of both - photographed and expressed my request to return and refund. The items were placed back in the original box and packaging and brown taped. After a long email exchange over days, eventually it was agreed that the issue I had with a bag was apparently what the manufacturer intended (so I’d be returning it as change of mind) and they’d send me a replacement part for the trolley - I refused and said my right was also to request a refund. They said I had to return it at my cost and I said that wasn’t right for an item that had damage, but their terms said I’d have to pay for the bag to be returned at my cost. As both items were in the same original box, I suggested I pay a proportion of the return cost (which would be deducted from my refund total) to get it moving… the company said it would be 50% of the delivery cost and they would arrange the courier to pickup. The box arrived with them last Thursday and today (Tuesday) they have emailed showing what they describe as “scuff marks” to parts of the trolley saying I’ve used it and their refund policy states that refunds would be given for unused items (which had been put in bold for my attention). I went back and stated very clearly that I never used the item … I put it back in the box after the inspection. I reflected on the images and wonder if the marks were caused in transit with the thin cardboard supplied / bag rubbing against the trolley part. I reused their packaging, placing it back as it was sent and explained this.
I’m extremely annoyed with them - the experience of trying to articulate my rights and now they are blaming with for using an item. I phoned consumer service England and they said I have legal rights and to email them again stipulating this and reiterating my request for the refund as we agreed giving them 14 days for a reply. I am worried as I’ve not been in this situation before. Please can someone advise as to whether I’ll get my refund for both items.
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