Liliosa lingerie refusing DSR refund?

Alderbank

the_lunatic_is_in_my_head said:

Exodi said:

Pollycat said:

According to their website:

These Terms and Conditions will apply to the purchase of the goods by you (the Customer or you). We are Liliosa Lingerie whose trading name is Liliosa Lingerie company registered in England and Wales under number 1330143 whose registered office is at 48 Branksea Avenue ,   Dorset, BH15 4DP  and whose trading address is 48 Branksea Avenue , Dorset, BH15 4DP   with  email address cs@liliosalingerie.com;  (the Supplier or us or we).

Have you confirmed these details yourself?

I can't see any company registered on companies house under the name 'Liliosa Lingerie' or with the company reg number 1330143?

https://find-and-update.company-information.service.gov.uk/company/1330143

Running a who.is check on the website states the owner has used a privacy service to hide their details - classic hallmark of a scam.

They may not be trading from Asia, could just be regular UK scammers. In any case, I'd suggest pursuing the card issue would be easier.

EDIT: After a bit more research it appears they are not an Asian company (though the company still does not appear to be registered) and a woman called Stephan Wyatt is running the gig.

https://find-and-update.company-information.service.gov.uk/officers/_StSSm43WJAjuba3yM_FAmbcEYE/appointments

https://www.instagram.com/stephwyatt_/?hl=en-gb

https://uk.trustpilot.com/users/64b56d7e7fa2d40012bb7aee

OP you are correct that you can typically return and get a refund but given the above noting the info on their website is odd with regards to company number that doesn't exist it might be hard to enforce other than pestering them.

I think 1330143 is just a typo.

Buttercups Empire is listed at Companies House as 13330143.

Liliosa Lingerie's website 'About us' says

Previously known as Buttercups Lingerie.. We had a glow up! Let us introduce to you Liliosa Lingerie.

I agree the various permutations of names and addresses are a bit of a mess.

swj84

Thanks all, they were not in a sealed bag, just a zip bag type one. 

The sizing is definitely out and it does appear to come from buttercups.

Thankfully I ordered through their website. 

I think I quoted the correct legislation? 

It was a transaction through visa so should be able to dispute if have no luck from the company. 

It's a shame as it really pretty. Only about 4 cup sizes out! The size labels state correct. They said I could have loungewear. But I'd rather not. 

Okell

screech_78 said:

Okell said:

DullGreyGuy said:

Okell said:

[BTW, were the items "sealed" when you got them?  I'm a bit surprised that they aren't claiming - perhaps wrongly - that you aren't allowed to cancel under reg 28(3)(a) ]

They do, but they say under the Sales of Goods Act you cannot return anything for a refund because of the nature of their products but instead they'll give you a credit note. OP not they appear aware of the CCR

Sorry, but you've lost me there.  I don't understand what you mean.   

The retailer are quoting incorrect legislation; SOGA instead of CCR. 

Sorry but I must be having a senior moment.  Where does the retailer quote anything from, or refer to, SOGA?

(I looked at what they call their "terms of service" - see my first post on this thread - and I thought they covered the CCR cancellation requirements under Terms Of Service – Liliosa Lingerie better than most online retailers.  I can't see any reference to SOGA by the trader.  Should I contact my GP for a dementia test?)

born_again

swj84 said:

Thanks all, they were not in a sealed bag, just a zip bag type one. 

The sizing is definitely out and it does appear to come from buttercups.

Thankfully I ordered through their website. 

I think I quoted the correct legislation? 

It was a transaction through visa so should be able to dispute if have no luck from the company. 

It's a shame as it really pretty. Only about 4 cup sizes out! The size labels state correct. They said I could have loungewear. But I'd rather not. 

No chargeback right as you received what you ordered, I'm afraid.

DullGreyGuy

Okell said:

screech_78 said:

Okell said:

DullGreyGuy said:

Okell said:

[BTW, were the items "sealed" when you got them?  I'm a bit surprised that they aren't claiming - perhaps wrongly - that you aren't allowed to cancel under reg 28(3)(a) ]

They do, but they say under the Sales of Goods Act you cannot return anything for a refund because of the nature of their products but instead they'll give you a credit note. OP not they appear aware of the CCR

Sorry, but you've lost me there.  I don't understand what you mean.   

The retailer are quoting incorrect legislation; SOGA instead of CCR. 

Sorry but I must be having a senior moment.  Where does the retailer quote anything from, or refer to, SOGA?

(I looked at what they call their "terms of service" - see my first post on this thread - and I thought they covered the CCR cancellation requirements under Terms Of Service – Liliosa Lingerie better than most online retailers.  I can't see any reference to SOGA by the trader.  Should I contact my GP for a dementia test?)

Here:

My order has arrived, but I have changed my mind can I return it?

We do not accept returns due to the nature of the business and for hygiene reasons, we sell intimate items. We are not obliged to refund or exchange your order under The Sale of Goods Act for lingerie stores.

Okell

DullGreyGuy said:

Okell said:

screech_78 said:

Okell said:

DullGreyGuy said:

Okell said:

[BTW, were the items "sealed" when you got them?  I'm a bit surprised that they aren't claiming - perhaps wrongly - that you aren't allowed to cancel under reg 28(3)(a) ]

They do, but they say under the Sales of Goods Act you cannot return anything for a refund because of the nature of their products but instead they'll give you a credit note. OP not they appear aware of the CCR

Sorry, but you've lost me there.  I don't understand what you mean.   

The retailer are quoting incorrect legislation; SOGA instead of CCR. 

Sorry but I must be having a senior moment.  Where does the retailer quote anything from, or refer to, SOGA?

(I looked at what they call their "terms of service" - see my first post on this thread - and I thought they covered the CCR cancellation requirements under Terms Of Service – Liliosa Lingerie better than most online retailers.  I can't see any reference to SOGA by the trader.  Should I contact my GP for a dementia test?)

Here:

My order has arrived, but I have changed my mind can I return it?

We do not accept returns due to the nature of the business and for hygiene reasons, we sell intimate items. We are not obliged to refund or exchange your order under The Sale of Goods Act for lingerie stores.

OK(?)    

But the OP hasn't said that the seller won't accept a cancellation/return has she?  My reading of the OP is not that they are refusing a return, but that they will only give her a credit note.

From the OP:  "... but I've emailed to cancel the contract of sale under DSR, asked for a refund and they are stating their policies is only for credit note..."

I read that to mean that they haven't told her that she can't return the items, but that they won't refund her in cash, and it is that - the method of refund - that she is actually querying.   

As I said in my first post on this thread, I was surprised that they were even offering a credit note and not simply claiming - rightly or wrongly - that the nature of the goods meant they couldn't be cancelled...

DullGreyGuy

Okell said:

DullGreyGuy said:

Okell said:

screech_78 said:

Okell said:

DullGreyGuy said:

Okell said:

[BTW, were the items "sealed" when you got them?  I'm a bit surprised that they aren't claiming - perhaps wrongly - that you aren't allowed to cancel under reg 28(3)(a) ]

They do, but they say under the Sales of Goods Act you cannot return anything for a refund because of the nature of their products but instead they'll give you a credit note. OP not they appear aware of the CCR

Sorry, but you've lost me there.  I don't understand what you mean.   

The retailer are quoting incorrect legislation; SOGA instead of CCR. 

Sorry but I must be having a senior moment.  Where does the retailer quote anything from, or refer to, SOGA?

(I looked at what they call their "terms of service" - see my first post on this thread - and I thought they covered the CCR cancellation requirements under Terms Of Service – Liliosa Lingerie better than most online retailers.  I can't see any reference to SOGA by the trader.  Should I contact my GP for a dementia test?)

Here:

My order has arrived, but I have changed my mind can I return it?

We do not accept returns due to the nature of the business and for hygiene reasons, we sell intimate items. We are not obliged to refund or exchange your order under The Sale of Goods Act for lingerie stores.

OK(?)    

But the OP hasn't said that the seller won't accept a cancellation/return has she?  My reading of the OP is not that they are refusing a return, but that they will only give her a credit note.

From the OP:  "... but I've emailed to cancel the contract of sale under DSR, asked for a refund and they are stating their policies is only for credit note..."

I read that to mean that they haven't told her that she can't return the items, but that they won't refund her in cash, and it is that - the method of refund - that she is actually querying.   

As I said in my first post on this thread, I was surprised that they were even offering a credit note and not simply claiming - rightly or wrongly - that the nature of the goods meant they couldn't be cancelled...

If you read the rest of their answer they go on to say as a goodwill gesture they will give you store credit if the items are returned unworn, undamaged etc. 

The OP has confirmed the items weren't sealed and therefore are returnable under the CCR for a cash refund.