Selfridges refusing refund

Ergates

georgjayne96 said:

Ergates said:

You used Selfridges postage label - did you get a confirmation or receipt when you handed the parcel over to the courier?  I assume that's what you mean by "returns receipt" - a receipt from the courier?

As Selfridges arranged the courier, they became responsible for the parcel the moment you handed it over (transference of risk).  If their courier, or their returns department have lost the parcel that is *their* problem, not yours.  They should refund you immediately - "We can't find the parcel" isn't a reason not to.

Thank you for your response. Everyone has been so helpful. 

I have the receipt and tracking number from the courier yes. It said it was delivered to distribution mail centre on 6th Dec. I posted it on 4th Dec. My receipt and online tracking portal confirms this. 

I called Royal Mail this evening and they confirm the parcel has been lost after I opened a complaint with them last week (as selfridges had not). If they confirm this to Selfridges I do not understand why they will not refund me. 

The important point is:  It doesn't matter if RM confirm the loss with Selfridges or not.  It doesn't matter if they find the parcel or not.  You have proof you handed the parcel over at the post office.  Because Selfridges arranged the return, this means that the passing of risk occurred at *that* point (not when the parcel arrives), and what happened to the parcel after then is Selfridges' problem, not yours.

This is the same principal as when purchasing goods - if (as usually happens) the retailer arranges the delivery, then they are responsible for the goods until they are handed over to the customer.   If, however, the customer arranges their own delivery, then they become responsible for the goods as soon as they are handed to the courier.

Selfridges reluctance is that they want to confirm you actually send them the watch back, rather than an empty box.  However, this is not sufficient basis for them to delay the refund.   They should refund immediately ("without delay") and then, if they subsequently find you have tricked them, take you to court to get the money back.