Lookiero being weird about refund

talltom79

My wife bought five items from Lookiero. In accordance with their returns policy she decided none of them were right and sent them all back. The company emailed her to say she only sent four items and would charge her for the fifth. She definitely returned all five items and we do not have the fifth item they are disputing. 

She has said this to them, and their response is below. To me it is a really odd request (especially the weird language about honour and “done to serve and be worth what is right” - what on earth is that supposed to mean?). What do people make of this? I am reluctant to send ID as this really shouldn’t be necessary (given risks of identity fraud etc). It should be enough to reassert what has already been stated which is that we did send all five items and the error lies with them. The wording they’re asking us to use seems ridiculous and feels patronising and bullying. 

If you are not in possession of the items, we invite you to reply to this same email by sending us, within 3 days, a copy of an identity document, as well as a declaration of honour with a handwritten signature indicating that you have returned these items.
 
I show you the example to follow:
 
Declaration of honour
 
I, the undersigned, (Your name and surname), residing at (Your address), certify on my honour that I have returned the items XXXXXXXXX of the order XXXXXXXX with Evri tracking number XXXXXXXXXXX.
 
I am aware of the penal sanctions incurred by the author of a false attestation.
 
Done to serve and be worth what is right.
 
(Place and date)
 
(Handwritten signature)
 
If you do not return the form within the given time limit, we will not be able to proceed with the refund / the debt will continue.
 

 

eskbanker

As they're a Spanish company, perhaps the wording has just resulted from simplistic translation, rather than being deliberately phrased like that in English?

Voyager2002

I don't see any particular problems with that.