Item ordered online, parcel not received, Paypal issued refund.

Jillski

I ordered an item of clothing online on 13 November.  Due for delivery on 20th.  Still not received on 29th.  Requested cancellation of order and a full refund.  3rd December requested refund via Paypal and refund received.   During this period the company were contacted numerous times and kept informed of my actions.   Parcel arrived on 10th  via 48hr tracking and had been posted on 8th December.  They are now saying they will dispute the Paypal refund or they offer 2 options.  A 30% discount on the original price or return it (paying postage) and also pay £25 .
I looked at their return policy and it states '14 days no questions asked'. 
Grateful for any advice.

Jenni_D

Who is the retailer?

What do their T&Cs say regarding when a contract is deemed to have been formed? On payment? On despatch?

born_again

Jillski said:

I ordered an item of clothing online on 13 November.  Due for delivery on 20th.  Still not received on 29th.  Requested cancellation of order and a full refund.  3rd December requested refund via Paypal and refund received.   During this period the company were contacted numerous times and kept informed of my actions.   Parcel arrived on 10th  via 48hr tracking and had been posted on 8th December.  They are now saying they will dispute the Paypal refund or they offer 2 options.  A 30% discount on the original price or return it (paying postage) and also pay £25 .
I looked at their return policy and it states '14 days no questions asked'. 
Grateful for any advice.

From the sounds of that they are not a UK company 
Odds on Chinese.

Jillski

Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Support@oldmarque.com. Please note that returns will need to be sent to the given address. We have different return addresses per region and will look for the best one depending on your location. We will provide return details & instructions per e-mail.

If your return is accepted we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Support@oldmarque.com.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do however offer free size exchanges sometimes. Please e-mail us if you do not fit the product you ordered, and we can see what we can do.
Please note, exchanges are not eligible for free shipping, and customers are required to pay a shipping fee of £25 / $32,50 / €20 per item. Variant / Color / Product exchanges should be done by returning and ordering again.

Cancelation
Cancelations can't be done because our warehouse is fully automated, and we buy shipping labels & forward products almost 12 hours after ordering. The order is already in transit, and the customer should wait until the package arrives. You can then return it to us once it has arrived at your address. We are here to support.

However -> we can sometimes change address details, sizes, or variants at the last moment. If the customer sees something is incorrect, they should reach out to us as soon as they notice.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Return Costs
Please note that for each item returned, a return shipping fee of £25 / $32,50 / €20 will be charged to the customer. This fee covers the shipping costs associated with processing the return. 

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Support@oldmarque.com.

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  Beaumont Half Zip Sweater

We are currently experiencing a very high order volume, all orders will be dispatched within 24 hours, and shipping will take around 3-7 business days depending on your location. We ship to all countries except some Islands.

Jillski

Thanks for your replies.
Sorry about the pics can't delete.
Yes, I do think it's not a UK company.

QrizB

Jillski said:

Parcel arrived on 10th  via 48hr tracking and had been posted on 8th December.  They are now saying they will dispute the Paypal refund or they offer 2 options.  A 30% discount on the original price or return it (paying postage) and also pay £25 .
I looked at their return policy and it states '14 days no questions asked'. 
Grateful for any advice.

Do you want to keep the goods?

If you do, the offer of a 30% discount might sound attractive.

born_again

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Hong Kong.

Did you pick this up off Social Media?

Do you want the items?
If you do let them dispute with paypal. See what happens, worst would be you get redebited. 

Jenni_D

The £25 return costs (handling) fee is illegal in the UK/EU.

This is not a UK company ... domain details refer to Canada, the T&Cs refer to Wyne Group LLC for which I can find little info online.

Jillski

I don't want to keep the goods but their as their return policy does not comply with EU law we'll request that the company  organises collection.

Jenni_D

I should clarify that it is illegal for UK/EU-based sellers ... if the seller is actually in the US/Canada (or more probably China) then they likely won't care about this. By all means try, but don't be surprised if they act dumb/tell you to take a jump.