Returning a purchase for a full refund.

hamer

Hi, looking for advice.
I purchased a pair of so called orthopedic shoes on line. The company offered a full refund if not suitable and if returned within 30 days of receipt. I found that the shoes were unsuitable and duly returned them.
After a period of time of not receiving a refund I emailed the company with full details of my original order, order number etc.
I received a reply saying that I had not returned them to the correct returns address. I explained that I returned them to the returns address on the original postage label on the parcel. 
The company then told me that the returns address on the label was to the logistics company and not the sellers.I then explained that this returns address was the only one that I had.
The company said that they had told me the correct returns address, which I don't recall and said they can only offer me 20% of the original purchase price as the shoes were irrecoverable from the logistics company.
Do I have any rights for a full refund in this case.

kayleighali

Did you follow their online returns procedure? Is there one online? Might be helpful to give the name of the company

hamer

The company is called "Aneshoes"

eskbanker

https://www.aneshoes.com/pages/refund-return states that you need to email them for further instructions:

If you have received your item and would like a refund or exchange: 

-Email us at service@aneshoes.com

*Further instructions will be given through email 

which is presumably where the correct postal address will be supplied.

sheramber

Logistic centres are usually warehouses that receive bulk orders and send them out individually to buyers. 

They have no facilities to deal with returns for refunds/ exchange. 

hamer

It seems that I jumped the gun returning the shoes without studying the returns policy following the offer wording instead.

eskbanker

hamer said:

It seems that I jumped the gun returning the shoes without studying the returns policy following the offer wording instead.

Can't resist the opportunity to post this then

VickiL15

Afternoon email, for the last week I've been engaged with emailing "Service at Aneshoes" as I've got exactly the same issue. They are downright rude, and keep telling me that " I will only get a refund once they receive the product returned to them " and offering me compensation of 25% of product cost. What they don't completely understand that the cost of returning the goods to China is more than I paid for the product in the first place and I cannot afford that without a refund. I really honestly don't think they understand that 25% of £18.99 is only £4.75! The product do not match what their website is selling, really poor quality and definitely not Orthapedic! Whatever you do, please do not buy from this company, complete shambles!

eskbanker

VickiL15 said:

Afternoon email, for the last week I've been engaged with emailing "Service at Aneshoes" as I've got exactly the same issue. They are downright rude, and keep telling me that " I will only get a refund once they receive the product returned to them " and offering me compensation of 25% of product cost. What they don't completely understand that the cost of returning the goods to China is more than I paid for the product in the first place and I cannot afford that without a refund. I really honestly don't think they understand that 25% of £18.99 is only £4.75! The product do not match what their website is selling, really poor quality and definitely not Orthapedic! Whatever you do, please do not buy from this company, complete shambles!

They understand the situation perfectly, as do all other Chinese outfits selling to UK consumers, i.e. they know full well that exercising your consumer rights is practically impossible....

km1500

yes this is pretty much their business model

Orangezorki

Maybe worth seeing if your credit card company would consider a chargeback?  The one time I raised an issue with Amex for two charges, with the smaller one being incorrect, they accidentally refunded the larger one, and when I raised it they basically said "Have a nice bottle of wine on us!".  Even if you didn't follow the 97-point process perfectly, none of us are perfect and you are clearly out of pocket, so I can't see why it's not worth a try.