Very ‘lost’ refund

Feature65

Looking for advice on best approach to getting my money back. I brought a camera worth 1k from very.co.uk on sept 1st, I changed my mind and when it arrived I went through their return process to send the item back on the same day. It was unopened and fully sealed.

Yodel tracking (have receipt) confirmed arrival and I have a text from them saying it’s received. However since calling multiple times and being told to wait I have no refund. They opened an investigation into the ‘missing’ item but it’s been a while now.

how long do I reasonably give them to sort (coming up to a month since I returned) 

Aylesbury_Duck

Speak to your card provider about a chargeback.

Feature65

Aylesbury_Duck said:

Speak to your card provider about a chargeback.

Thanks that’s useful. In theory they haven’t confirmed I’m due a refund in writing, is that an issue? (Although well within my rights in both very policy and consumer rights) also what happens to any chargeback process if I eventually get a refund.

thanks again it’s super helpful

Aylesbury_Duck

Feature65 said:

Aylesbury_Duck said:

Speak to your card provider about a chargeback.

Thanks that’s useful. In theory they haven’t confirmed I’m due a refund in writing, is that an issue? (Although well within my rights in both very policy and consumer rights) also what happens to any chargeback process if I eventually get a refund.

thanks again it’s super helpful

Explain what’s happened to your card provider.  If a chargeback is performed and isn’t challenged, and for some reason you eventually get a second refund, you’ll have to contact Very to get one of them reversed.

born_again

Feature65 said:

Aylesbury_Duck said:

Speak to your card provider about a chargeback.

Thanks that’s useful. In theory they haven’t confirmed I’m due a refund in writing, is that an issue? (Although well within my rights in both very policy and consumer rights) also what happens to any chargeback process if I eventually get a refund.

thanks again it’s super helpful

You have proof that it was delivered (text msg)

So should not be a issue.

Ergates

Feature65 said:

Looking for advice on best approach to getting my money back. I brought a camera worth 1k from very.co.uk on sept 1st, I changed my mind and when it arrived I went through their return process to send the item back on the same day. It was unopened and fully sealed.

Yodel tracking (have receipt) confirmed arrival and I have a text from them saying it’s received. However since calling multiple times and being told to wait I have no refund. They opened an investigation into the ‘missing’ item but it’s been a while now.

how long do I reasonably give them to sort (coming up to a month since I returned) 

Who arranged the courier for the return?   Did you arrange (and pay for) it?  Or did Very arrange it?

If it was Very, then your responsibility for the item ended the moment you handed it over to the courier.  If the item has, subsequently, been lost, that is Very's problem, not yours.

Feature65

Ergates said:

Feature65 said:

Looking for advice on best approach to getting my money back. I brought a camera worth 1k from very.co.uk on sept 1st, I changed my mind and when it arrived I went through their return process to send the item back on the same day. It was unopened and fully sealed.

Yodel tracking (have receipt) confirmed arrival and I have a text from them saying it’s received. However since calling multiple times and being told to wait I have no refund. They opened an investigation into the ‘missing’ item but it’s been a while now.

how long do I reasonably give them to sort (coming up to a month since I returned) 

Who arranged the courier for the return?   Did you arrange (and pay for) it?  Or did Very arrange it?

If it was Very, then your responsibility for the item ended the moment you handed it over to the courier.  If the item has, subsequently, been lost, that is Very's problem, not yours.

Thanks. Very has a return option on their website which provides a Yodel QR code to return (dropped off at local shop). 

Just don’t know how long is reasonable before I escalate through for example, chargeback