Refused refund, where do I go next

LightFlare

Rumsmum_84 said:

I hope someone can support me with a tricky situation. I bought a luxury watch online from a very well established retailer. When it arrived the outer layer of manufacturer packaging was marked, a little torn and not for the same watch model as I ordered. I wanted everything to be pristine, this was a large purchase for me. Since it was not I requested a refund. I was very careful with the item, tried it on once then returned it to its original packaging until it was collected by the company. Ten days after it was collected from me, I contacted them as I had not received a refund and they replied that the refund is refused as on inspection the watch bracelet is scratched. I am certain I did not scratch it and did not notice any scratching when I tried it on. After much back and forth, the retailed says their final word is no refund. My bank indicate they cannot pursue as I cannot prove i did not damage the watch and also because the issue I had with the watch was ‘only’ with the packaging, not the item itself. I am not sure where to go next - I know I did not damage the watch but the retailer will not accept. Any advice very greatly appreciated. 

You admit you unpacked it and tried it on and then obviously repacked it having already decided that you were going to return it because the outer layer wasn’t right.

I do hope that doesn’t affect the outcome

If you were going to wear it anyway (as opposed to it being an “investment purchase” - then the packaging likely would t affect any resale price. Especially not at that price point (sorry to say)

Rumsmum_84

I was sent a photo showing what looks like substantial scuffing around the bracelet clasp. That just could not have happened when I tried the watch on. I’m certain I didn’t scratch it with any other jewellery or any other hard substance. It just does not add up. Tough lesson that this is a risk of making an online purchase. 

the_lunatic_is_in_my_head

Can you name the retailer please OP?

Did you pay by debit or credit card?

Rumsmum_84

Paid by debit card. Prefer not to name but a chain of upscale department stores in the UK. 

Okell

Couldn't you just have asked them to swap the wrong case for the right one?

Unless there was something wrong with the watch itself, I'd have thought that would have been the most straightforward solution.

Okell

Sounds very like this:  Section75 Chargeback - LegalBeagles Forum

(The seller finally relented - although the consumer is still awaiting their refund)

Aylesbury_Duck

Rumsmum_84 said:

Paid by debit card. Prefer not to name but a chain of upscale department stores in the UK. 

I don't really understand the reluctance to name the retailer, but that's your prerogative.  It does prevent people knowing their own returns policy, information which might be helpful but perhaps not in this case. I'm going to guess House of Fraser.  If that's correct, I'm not sure "upscale" is an appropriate adjective for them any more.

Arunmor

The question I have is why did you not return the watch immediately but wait 14 days?

Jenni_D

Arunmor said:

The question I have is why did you not return the watch immediately but wait 14 days?

Where does the OP say that? All I can find is a comment of "in my home for less than 14 days". 🤷‍♀️

Okell

Arunmor said:

The question I have is why did you not return the watch immediately but wait 14 days?

Jenni_D said:

Arunmor said:

The question I have is why did you not return the watch immediately but wait 14 days?

Where does the OP say that? All I can find is a comment of "in my home for less than 14 days". 🤷‍♀️

The OP actually said:   "I was very careful with the item, tried it on once then returned it to its original packaging until it was collected by the company. Ten days after it was collected from me...".  So any delay in return would seem to be down to the seller.

I'd still like to know why they didn't just ask for the right display case to be substituted for the wrong one.