Tv shopping jewellery refused refund

mayfair40

I have been regular shopper 20 yrs + to gems jewellery shopping tv & online site.  I ordered a ring, the site says 30 days try not for you return. If arrived appox 5/04/24 and I returned appox week later. Well within 30 days. I received phone this morning 26/04/24, saying they will only credit my account as the ring had been worn and the tag removed.  I stated strongly I had worn indoors as the 30 day says you can. I had Not removed label. He said the print had come off the tag. I use aqueous cream for dry skin. Perhaps that’s why but I use that to shower. So I just think that label ink was weak. I have previously had items that body heat the print comes off within hours. 

When I returned I wrote on returns the reason for return was the ring prongs were scratchy and catchy, catches one jumper. So quality not suitable. 

The agent on phone just said nothing he can do, returns said no refund just credit.  I have written a letter stating this will now be my last purchase. I do not agree with the accusations that I had removed the tag. 

Sorry I know long message but I wanted to fully explain and know my legal rights. I not mention the company either as not sure if this is allowed.
look forward to getting some feedback and advice. 

Kind wishes 

DullGreyGuy

So what had you done? Put it on for 20 seconds, looked at it on the finger arm out stretched and then decided it wasn't for you and returned it or wore it around the house for the day and several hours later decided its not for you so put it away? Or something else?

Presumably this is the company https://www.gemporia.com/en-gb/terms-and-conditions/ 

To be honest you are better off returning it under your statutory rights given it was within 14 days as then they do have to refund your original postage unless you paid for an expedited service in which case they still have to refund the basic postage cost. 

If you are continuing under their no quibble returns 12.3.a is the only clause that comes close to applying say you must not take off the identifying tag. If they acknowledge the tag was still attached then that doesn't give them grounds to reject the return under their policy.

mayfair40

Dear dull grey guy!
thank you for your response.
the second of your options. I put it on wore around my house few hours . As mentioned I noted it catches and snags, so returned with tag attached as I had not removed it.
they say I had removed it, which is the reason they will only credit my account. 

Yes that is the company I was referring too. I was not sure if I could name the company. I not concerned about postage, I just wanted the item refunded back to my way I had paid. 

Could you advise what I should do? Write letter ?
 I sent email saying I object to the accusation that I had removed it. Sometimes when I bought in past the print comes off easy and other times it doesn’t.  It effected by body oils and heat.  I have bought regularly over 20 years, I am going close my account now as I am not happy with todays action taken towards this return.  If they refuse to refund as they have so far what do I do or say or where do I go to take further action?
sorry for questions but I’m not use to this situation. 

Kind regards