Boots - Lost return / refusing refund or replacement

Kdog95

I purchased a Dyson airstrait on 25th December 2024 for £379.99 from boots, it was delivered to me on 31st December, by the 14th January 2025 the product broke. 

I contacted both Dyson and Boots as it was under warranty and was offered a repair by Dyson, or a replacement by boots. I opted to return to boots as a replacement seemed a better option so I sent it via post as they advised they could not exchange in store.

Boots sent me a Royal Mail returns label, and I returned at my local post office on 21st January, this then shows delivered to boots on 23rd January on Royal Mail tracking. 

I received no correspondence from boots, so I chased them up. They advised me they have not received my return, despite me providing them with proof of postage, and proof that it was delivered. 

Initially they advised it wasn’t received by them. 

They then stated “ it has been determined that we have concerns and suspicions about the legitimacy of the return therefore we are unable to accept it.

We have sent a request for our Operations Team to return the item to you. At this point this will be our final decision and we will not be able to discuss this further.” 

Further correspondence back and forth they then advised “ After a thorough review by our Boots Operations Team, they have concluded that the parcel is not available to return to the customer - either it never fully arrived at Returns and Recovery or they were unable to identify the order.”

They also stated I used the Royal Mail collection service which is not part of their returns policy. Which I didn’t use and have proof with the proof of postage receipt with post office address on. 

I am now £379.99 down, with no item and every time boots respond to me they provide me with conflicting information. 

I paid via Klarna, they are aware and I’m hopeful will be able to get my money back. But if not where do I stand with this please? 

As I just want my money back, or my item so I can request Dyson repair it. 

Ayr_Rage

Same posted 3 days ago

https://forums.moneysavingexpert.com/discussion/6585990/boots-rejecting-a-return#latest

sheramber

Ayr_Rage said:

Same posted 3 days ago

https://forums.moneysavingexpert.com/discussion/6585990/boots-rejecting-a-return#latest

Was advised to post on Consumer Rights.

Ergates

As boots arranged the courier (Royal Mail) , transfer of risk happened when you handed the parcel over (at the post office) - and you can prove you did this.  From your pers

What happened after it was handed over is now Boots' problem, not yours, as from your perspective you *have* returned the item.  If Royal Mail have lost the parcel then it is on Boots to take this up with them.

Boots should refund you without undue delay - and within 14 days at the most.

However it sounds like this might not happen, so you should be prepared to take things further - a letter before action (there are templates on the web, including on this site) explaining that if they do not resolve the matter to your satisfaction (i.e. refund you) then you will take them to small claims court.