Monzo won't help with an incorrectly described product bought with Flex card

1544cs

I purchased some headlights for my car in May from a chinese company online. Once they arrived, I found that the connection didn't fit my car and so raised a complaint that same day after checking the order and fitment was 100% correct for my car. After several emails and photos, the company acknowledged the product was incorrect. However, here's where it gets difficult. I asked for a replacement which they refused and said I must ship the product back to them. So I asked them if I would receive a refund which they completed side skirted in their following email. They are now saying I must pay an additional ~£50 without confirming a refund. I have checked their customer policy and it clearly states that I shouldn't have to pay for the return as it's faulty.

At this point I contacted monzo as I bought the product on their Flex card. I sent them the full 15 emails, my order receipt and explained what had happened. I have filled out their form three times and each time they say they need more evidence. I have no idea what else I can supply, I've tried resolving with the merchant but have lost patience and fear it's a scam.

What should I do?

ManyWays

This is Monzo's Flex & Section 75 policy https://monzo.com/help/monzo-flex/monzo-flex-and-section-75/
Having read that, do you think your situation qualifies?
if you do, send Monzo a complaint.

Nasqueron

Even with S75 they would most likely push back with an element of expecting you to engage with the seller - you have been presented with the returns policy - you should return it and get a replacement or refund. The S75 cover makes them jointly liable if it was miss-sold or not fit for purpose but was it more than £100? Could you do a chargeback?

DullGreyGuy

Nasqueron said:

Even with S75 they would most likely push back with an element of expecting you to engage with the seller

There is absolutely no requirement for you to even speak to the seller under S75, under S75a there is the requirement for you have tried to resolve it with the merchant first. 

1544cs said:

At this point I contacted monzo as I bought the product on their Flex card. I sent them the full 15 emails, my order receipt and explained what had happened. I have filled out their form three times and each time they say they need more evidence. I have no idea what else I can supply, I've tried resolving with the merchant but have lost patience and fear it's a scam.

Normally you'd have to show the item has been returned to the seller for a Chargeback to succeed. 

No such requirement under S75 but that will depend if the item was over £100 and meet the other requirements (website previously linked to talks about virtual cards etc and have no idea what Monzo flex is)