100% refund to bank account on faulty item partly paid with credit note?

ForestFaery

I bought an item online from a large sports retailer which was paid partly with a credit note and partly with cash. As the item arrived faulty (stain), I requested a refund. They issued a refund to my bank account for the cash amount but issued a credit for the amount originally paid for with a credit note. 

My understanding is that the Consumer Rights Act 2015 overrides any company's return policy when an item is faulty, entitling the consumer to a refund rather than a credit note. However, when I challenged the retailer, they said they could only give me a credit note for the amount paid for via credit note. 

Does anyone know if they are within their rights to refuse a refund for the amount paid for via credit note? 

Many thanks!

screech_78

Eh, no. 

You are entitled to a full refund back to the original payment method. If this was part card/part gift voucher or credit note, then the refund should be made in the same way. You’re not entitled to a full cash refund if you didn’t pay fully in cash. 

Brie

I would have thought that any refund should be done in the same fashion as the money was paid.  So if you used a credit note or voucher the refund would be the same.  Only cash/card payments would be paid back as actual refunds.  

mr_stripey

seems entirely fair for the refund to be the same at the payment method?

the_lunatic_is_in_my_head

https://www.legislation.gov.uk/ukpga/2015/15/section/20

(9)The consumer's entitlement to receive a refund works as follows.

(10)To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money.

(11)To the extent that the consumer transferred anything else under the contract, the consumer is entitled to receive back the same amount of what the consumer transferred, unless subsection (12) applies.

(12)To the extent that the consumer transferred under the contract something for which the same amount of the same thing cannot be substituted, the consumer is entitled to receive back in its original state whatever the consumer transferred.

So yes it's OK for them to refund the credit note portion via credit note  

CardinalWolsey

Think of it this way, the retailer needed to put you back in the position you were in prior to the purchase - which they have done. Prior to the purchase you had a combination of money and a credit note. After returning the purchase, you are now in possession of money and a credit note. Job done.