DONT DO REFUNDS

Okell

jack_tyler said:

Okell said:

If this purchase was made wholly online then your son has a right to cancel the contract, within 14 days* of receipt of the goods, for a full refund**.

He needs to tell them that he is exercising his statutory right to cancel a distance contract under para 29 of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk).  He can explain over the 'phone what he is doing, but he really should confirm this in writing too.  email will suffice.

If he is dealing with a small family firm or a relatively "unsophisticated" firm that doesn't understand their legal obligations he might need to be persistent with them.

If he paid by credit card he can contact his card provider to make a s75 claim.  If by debit card he may have a chargeback claim, but that is not so reliable as a s75 claim for reasons I won't go into at the moment.

If all else fails he may have to sue to get his money back.


*If the seller didn't provide certain information prescribed by the legislation informing your son of his right to cancel - and it sounds as if they haven't - then the cancellation period might be extended by up to a year.  He needs to check the online T&Cs

** If your son has used the part more than was required to establish that it doesn't fit, the seller can reduce the refund to reflect any loss in value of the part.  But if they didn't inform him of his right to cancel a distance contract, he is still entitled to a full refund.

The purchase was made on line but over 14 days ago, he didn't pay by credit card he paid cash. I have checked their website and there is no T&C's at all, anywhere on there. My son has not used the part, when he came to fit it, it didn't match up at all, so was never fitted to the car, and no they did not inform him of his right to cancel

If your son was not informed of the right to cancel, the cancellation period is extended to one year and two weeks from delivery.

However...MattMattMattUK said:

jack_tyler said:

born_again said:

jack_tyler said:

The purchase was made on line but over 14 days ago, he didn't pay by credit card he paid cash. I have checked their website and there is no T&C's at all, anywhere on there. My son has not used the part, when he came to fit it, it didn't match up at all, so was never fitted to the car, and no they did not inform him of his right to cancel

So you mean he paid via bank transfer?

Could they not replace with the correct part?

yes he paid on line with his debit card, and no they couldn't replace the part as they didn't have another one, thats when he asked for a refund and they said we dont do refunds

Just to double check on this, they do not seem to have an online selling section, they may have at one point but it does not show anything under the "Our Parts" section, they also mention that they take cards over the phone or in person. Did he actually pay online?

... as above, are you sure this was an online purchase? 

Or did he buy over the 'phone?  (This would still qualify for cancellation as a distance sale, but we need details of what your son actually did.

Or what?

It's important to understand exactly what steps he went through to buy this part.

NB  -  @the_lunatic_is_in_my_head has also previously questioned if this was an online purchase because they also couldn't find anything under "Our Parts".

Also, can't your son post on here himself so we can get the story firsthand?  These secondhand threads often end up "send three an fourpence, we're going to a dance"...

born_again

jack_tyler said:

born_again said:

jack_tyler said:

The purchase was made on line but over 14 days ago, he didn't pay by credit card he paid cash. I have checked their website and there is no T&C's at all, anywhere on there. My son has not used the part, when he came to fit it, it didn't match up at all, so was never fitted to the car, and no they did not inform him of his right to cancel

So you mean he paid via bank transfer?

Could they not replace with the correct part?

yes he paid on line with his debit card, and no they couldn't replace the part as they didn't have another one, thats when he asked for a refund and they said we dont do refunds

So paid on card, not cash or bank transfer....🤷‍♀️

If they have the part back, then you can look at a chargeback. Although if they took the credit note then it could be rejected on the basis a refund has already been given.

jack_tyler

MattMattMattUK said:

jack_tyler said:

Unfortunately that part isn't right for whatever reason it doesn't fit. 

jack_tyler said:
came home, the part was wrong

jack_tyler said:
when he came to fit it, it didn't match up at all,

For the sake of clarity.

Did your son choose the wrong part, or did the vendor supply a part that was different to the part your son ordered?

Hi, they supplied the wrong part. It was a brake hub for his car, his car is a mark 7 and the part they supplied was for a 7.5.....the holes for the bolts etc are different, but looking at it prior to fitting they look very similar. Hope this helps

jack_tyler

MattMattMattUK said:

jack_tyler said:

born_again said:

jack_tyler said:

The purchase was made on line but over 14 days ago, he didn't pay by credit card he paid cash. I have checked their website and there is no T&C's at all, anywhere on there. My son has not used the part, when he came to fit it, it didn't match up at all, so was never fitted to the car, and no they did not inform him of his right to cancel

So you mean he paid via bank transfer?

Could they not replace with the correct part?

yes he paid on line with his debit card, and no they couldn't replace the part as they didn't have another one, thats when he asked for a refund and they said we dont do refunds

Just to double check on this, they do not seem to have an online selling section, they may have at one point but it does not show anything under the "Our Parts" section, they also mention that they take cards over the phone or in person. Did he actually pay online?

He paid over the phone with his debit card and then arranged to collect the part 

Okell

jack_tyler said:

MattMattMattUK said:

jack_tyler said:

Unfortunately that part isn't right for whatever reason it doesn't fit. 

jack_tyler said:
came home, the part was wrong

jack_tyler said:
when he came to fit it, it didn't match up at all,

For the sake of clarity.

Did your son choose the wrong part, or did the vendor supply a part that was different to the part your son ordered?

Hi, they supplied the wrong part. It was a brake hub for his car, his car is a mark 7 and the part they supplied was for a 7.5.....the holes for the bolts etc are different, but looking at it prior to fitting they look very similar. Hope this helps

You didn't answer the question that was asked - again...

You say that "they supplied the wrong part" but you haven't answered the question as to whether or not your son ordered the correct part - or the wrong part.

You might be convinced that he "must" have ordered the correct part, but we don't know your son and we don't know what he is or is not likely to do.  That's why I asked you in an earlier post to tell us exactly what he did.  And - despite being asked - you've chosen not to do so.

You've alos not answered the question at least two others have asked - how did he buy online when this company doesn't appear to list any parts for sale online?

This is one of the reasons why it's always better for the consumer to post on here firsthand as themself rather than via a friend or a parent.  The friend or parent doesn't know the important detail...

jack_tyler

Okell said:

jack_tyler said:

MattMattMattUK said:

jack_tyler said:

Unfortunately that part isn't right for whatever reason it doesn't fit. 

jack_tyler said:
came home, the part was wrong

jack_tyler said:
when he came to fit it, it didn't match up at all,

For the sake of clarity.

Did your son choose the wrong part, or did the vendor supply a part that was different to the part your son ordered?

Hi, they supplied the wrong part. It was a brake hub for his car, his car is a mark 7 and the part they supplied was for a 7.5.....the holes for the bolts etc are different, but looking at it prior to fitting they look very similar. Hope this helps

You didn't answer the question that was asked - again...

You say that "they supplied the wrong part" but you haven't answered the question as to whether or not your son ordered the correct part - or the wrong part.

You might be convinced that he "must" have ordered the correct part, but we don't know your son and we don't know what he is or is not likely to do.  That's why I asked you in an earlier post to tell us exactly what he did.  And - despite being asked - you've chosen not to do so.

You've alos not answered the question at least two others have asked - how did he buy online when this company doesn't appear to list any parts for sale online?

This is one of the reasons why it's always better for the consumer to post on here firsthand as themself rather than via a friend or a parent.  The friend or parent doesn't know the important detail...

Yes he did order the correct part, I was with him when he did. He told them that he needed a brake hub for a Fiesta mark 7, not 7.5 as they are slightly different (he works in a garage as a mechanic) He was told they had one, paid for it over the phone with his debit card (which I did answer if you look back) and collected it the next day. He contacted the business, told them it was wrong he had been supplied a 7.5 hub, they apologised and asked him to return it, he did and when he asked for a refund, thats when he was told they don't do refunds! 

Aylesbury_Duck

jack_tyler said:

Okell said:

jack_tyler said:

MattMattMattUK said:

jack_tyler said:

Unfortunately that part isn't right for whatever reason it doesn't fit. 

jack_tyler said:
came home, the part was wrong

jack_tyler said:
when he came to fit it, it didn't match up at all,

For the sake of clarity.

Did your son choose the wrong part, or did the vendor supply a part that was different to the part your son ordered?

Hi, they supplied the wrong part. It was a brake hub for his car, his car is a mark 7 and the part they supplied was for a 7.5.....the holes for the bolts etc are different, but looking at it prior to fitting they look very similar. Hope this helps

You didn't answer the question that was asked - again...

You say that "they supplied the wrong part" but you haven't answered the question as to whether or not your son ordered the correct part - or the wrong part.

You might be convinced that he "must" have ordered the correct part, but we don't know your son and we don't know what he is or is not likely to do.  That's why I asked you in an earlier post to tell us exactly what he did.  And - despite being asked - you've chosen not to do so.

You've alos not answered the question at least two others have asked - how did he buy online when this company doesn't appear to list any parts for sale online?

This is one of the reasons why it's always better for the consumer to post on here firsthand as themself rather than via a friend or a parent.  The friend or parent doesn't know the important detail...

Yes he did order the correct part, I was with him when he did. He told them that he needed a brake hub for a Fiesta mark 7, not 7.5 as they are slightly different (he works in a garage as a mechanic) He was told they had one, paid for it over the phone with his debit card (which I did answer if you look back) and collected it the next day. He contacted the business, told them it was wrong he had been supplied a 7.5 hub, they apologised and asked him to return it, he did and when he asked for a refund, thats when he was told they don't do refunds! 

Is he known to them through work?  Have they assumed he was purchasing the brake hub for work?  That would explain their stance.

DullGreyGuy

jack_tyler said:

Okell said:

jack_tyler said:

MattMattMattUK said:

jack_tyler said:

Unfortunately that part isn't right for whatever reason it doesn't fit. 

jack_tyler said:
came home, the part was wrong

jack_tyler said:
when he came to fit it, it didn't match up at all,

For the sake of clarity.

Did your son choose the wrong part, or did the vendor supply a part that was different to the part your son ordered?

Hi, they supplied the wrong part. It was a brake hub for his car, his car is a mark 7 and the part they supplied was for a 7.5.....the holes for the bolts etc are different, but looking at it prior to fitting they look very similar. Hope this helps

You didn't answer the question that was asked - again...

You say that "they supplied the wrong part" but you haven't answered the question as to whether or not your son ordered the correct part - or the wrong part.

You might be convinced that he "must" have ordered the correct part, but we don't know your son and we don't know what he is or is not likely to do.  That's why I asked you in an earlier post to tell us exactly what he did.  And - despite being asked - you've chosen not to do so.

You've alos not answered the question at least two others have asked - how did he buy online when this company doesn't appear to list any parts for sale online?

This is one of the reasons why it's always better for the consumer to post on here firsthand as themself rather than via a friend or a parent.  The friend or parent doesn't know the important detail...

Yes he did order the correct part, I was with him when he did. He told them that he needed a brake hub for a Fiesta mark 7, not 7.5 as they are slightly different (he works in a garage as a mechanic) He was told they had one, paid for it over the phone with his debit card (which I did answer if you look back) 

So you were with him so know he ordered the right part and yet initially stated he had bought it online rather than over the phone?

Is this a personal purchase or a purchase for his work as a mechanic? 

jack_tyler

Aylesbury_Duck said:

jack_tyler said:

Okell said:

jack_tyler said:

MattMattMattUK said:

jack_tyler said:

Unfortunately that part isn't right for whatever reason it doesn't fit. 

jack_tyler said:
came home, the part was wrong

jack_tyler said:
when he came to fit it, it didn't match up at all,

For the sake of clarity.

Did your son choose the wrong part, or did the vendor supply a part that was different to the part your son ordered?

Hi, they supplied the wrong part. It was a brake hub for his car, his car is a mark 7 and the part they supplied was for a 7.5.....the holes for the bolts etc are different, but looking at it prior to fitting they look very similar. Hope this helps

You didn't answer the question that was asked - again...

You say that "they supplied the wrong part" but you haven't answered the question as to whether or not your son ordered the correct part - or the wrong part.

You might be convinced that he "must" have ordered the correct part, but we don't know your son and we don't know what he is or is not likely to do.  That's why I asked you in an earlier post to tell us exactly what he did.  And - despite being asked - you've chosen not to do so.

You've alos not answered the question at least two others have asked - how did he buy online when this company doesn't appear to list any parts for sale online?

This is one of the reasons why it's always better for the consumer to post on here firsthand as themself rather than via a friend or a parent.  The friend or parent doesn't know the important detail...

Yes he did order the correct part, I was with him when he did. He told them that he needed a brake hub for a Fiesta mark 7, not 7.5 as they are slightly different (he works in a garage as a mechanic) He was told they had one, paid for it over the phone with his debit card (which I did answer if you look back) and collected it the next day. He contacted the business, told them it was wrong he had been supplied a 7.5 hub, they apologised and asked him to return it, he did and when he asked for a refund, thats when he was told they don't do refunds! 

Is he known to them through work?  Have they assumed he was purchasing the brake hub for work?  That would explain their stance.

No he is not known to them through work, this was for his own work out of work

jack_tyler

DullGreyGuy said:

jack_tyler said:

Okell said:

jack_tyler said:

MattMattMattUK said:

jack_tyler said:

Unfortunately that part isn't right for whatever reason it doesn't fit. 

jack_tyler said:
came home, the part was wrong

jack_tyler said:
when he came to fit it, it didn't match up at all,

For the sake of clarity.

Did your son choose the wrong part, or did the vendor supply a part that was different to the part your son ordered?

Hi, they supplied the wrong part. It was a brake hub for his car, his car is a mark 7 and the part they supplied was for a 7.5.....the holes for the bolts etc are different, but looking at it prior to fitting they look very similar. Hope this helps

You didn't answer the question that was asked - again...

You say that "they supplied the wrong part" but you haven't answered the question as to whether or not your son ordered the correct part - or the wrong part.

You might be convinced that he "must" have ordered the correct part, but we don't know your son and we don't know what he is or is not likely to do.  That's why I asked you in an earlier post to tell us exactly what he did.  And - despite being asked - you've chosen not to do so.

You've alos not answered the question at least two others have asked - how did he buy online when this company doesn't appear to list any parts for sale online?

This is one of the reasons why it's always better for the consumer to post on here firsthand as themself rather than via a friend or a parent.  The friend or parent doesn't know the important detail...

Yes he did order the correct part, I was with him when he did. He told them that he needed a brake hub for a Fiesta mark 7, not 7.5 as they are slightly different (he works in a garage as a mechanic) He was told they had one, paid for it over the phone with his debit card (which I did answer if you look back) 

So you were with him so know he ordered the right part and yet initially stated he had bought it online rather than over the phone?

Is this a personal purchase or a purchase for his work as a mechanic? 

Bought online/over the phone is the same thing to me. This is a personal purchase for his own car, not for work.