How long should I wait for a refund?

swinstan

I bought a water filter/softener at a trade show (so face to face) where I was assured that it would fit under my sink. When delivered it was clear that it wouldn't fit - with waste pipes for two sinks and washer/dishwasher pipes there already. I checked on line and emailed enquiring about a refund. The same sales person phoned me to discuss and understood my position and told me I just had to ask for a refund number online. I was local enough to deliver the boxes back personally. I was emailed a returns number and the boxes were duly delivered back to the warehouse and I managed to get a receipt after asking. That was about 6 weeks ago and despite enquiring by email I am still waiting for my £1200. It was a credit card transaction but the item was not faulty and it was not purchased online. I realise that legally, they were not obliged to accept the return and give a refund but having done so I assume I have some legal right to pursue them for the cash. Their website says, of returns, they they will check contents and make a refund within 14 days of doing so. Any advice on further action would be appreciated. Thanks

Aylesbury_Duck

swinstan said:

I bought a water filter/softener at a trade show (so face to face) where I was assured that it would fit under my sink. When delivered it was clear that it wouldn't fit - with waste pipes for two sinks and washer/dishwasher pipes there already. I checked on line and emailed enquiring about a refund. The same sales person phoned me to discuss and understood my position and told me I just had to ask for a refund number online. I was local enough to deliver the boxes back personally. I was emailed a returns number and the boxes were duly delivered back to the warehouse and I managed to get a receipt after asking. That was about 6 weeks ago and despite enquiring by email I am still waiting for my £1200. It was a credit card transaction but the item was not faulty and it was not purchased online. I realise that legally, they were not obliged to accept the return and give a refund but having done so I assume I have some legal right to pursue them for the cash. Their website says, of returns, they they will check contents and make a refund within 14 days of doing so. Any advice on further action would be appreciated. Thanks

I don't think the second bold part is correct, given the first bold part.  Their assurance it would fit formed part of the contract, so the fact it doesn't fit is their problem.  They were silly to assure you it would fit without seeing the setting, but again, that's their problem.

I'd write to them giving them 14 days to refund you or you'll commence small claims court proceedings.  As I see it, they don't have a leg to stand on because a) I think they are obliged to accept the return and refund you, and b) you have returned the item and have a receipt for it.

Any chance they may be in financial trouble rather than just an administrative delay?  If so, that's where your credit card might come in useful.

swinstan

Thank you both for the helpful comments. I feel the reassurances that it would fit are relevant but unfortunately I don't have any proof of what was said. That said, they did accept the return. I'll look into the credit card situation and the small claims court before draughting a more assertive message.