Online Purchase Refused Return Request CCR 2013

Dave1UK

I purchased a t-shirt from an online clothing seller, they have their own website which they sell from. I wish to return this item as changed my mind as the material/quality isn't what I expected based on the photos. They don't really provide a material breakdown either for their clothes as other retailers/sellers do.

I paid through PayPal via Debit card, the total cost was around £34.00.

The seller states on their website that they do not accept returns unless the item was received damage. Also in order to process a return they need to be emailed for a "Return Merchandise Authorisation (RMA) number. Returns sent without an RMA number will not be accepted." This RMA of course is their internal system/rule.

I emailed the seller stating the CCR 2013 regulation and that I wish to return the item under this regulation and not their own returns policy. The seller is refusing to accept the return and issue a RMA.

There is no returns address either on their website.

I am assuming my only option is to go through PayPal? I wanted to double check that I was correct in citing CCR 2013 regulation before opening a case with PayPal. Also is there anything else I should be aware of?

Thanks.

p00hsticks

Where is the Company based ? That will determine what Consumer Rights you have 

Dave1UK

p00hsticks said:

Where is the Company based ? That will determine what Consumer Rights you have 

They are UK based.

Jenni_D

Are they really? Having a .co.uk website address means nothing. Who exactly are they please?

Caz3121

if you look at the terms and conditions on their website and search for the word "law" what countries law does is state is applicable?

born_again

Dave1UK said:

p00hsticks said:

Where is the Company based ? That will determine what Consumer Rights you have 

They are UK based.

Got a link to the site?

Dave1UK

Jenni_D said:

Are they really? Having a .co.uk website address means nothing. Who exactly are they please?

Yes they are UK based. I am aware that a website domain is insignificant in regards to a businesses residing country. Their domain is .com either way.

House of Husna - https://www.houseofhusna.com/.

Caz3121 said:

if you look at the terms and conditions on their website and search for the word "law" what countries law does is state is applicable?

I know they are UK based. If you look at their shipping policy it indicates so as they state "Domestic Shipping (within UK)". Furthermore they advertise on social media platforms whereby it also indicates they are UK based.

born_again said:

Dave1UK said:

p00hsticks said:

Where is the Company based ? That will determine what Consumer Rights you have 

They are UK based.

Got a link to the site?

https://www.houseofhusna.com/.

I am pretty certain this is their business - https://find-and-update.company-information.service.gov.uk/company/15797787 however as of 21 January 2025 they seem to be dissolved?

Zinger549

There contact information just has a Gmail address.

powerful_Rogue

Looking at the website, I would say 99% they are not UK based.

Domain was registered September 2024 and mailing address is in Toronto.

Dave1UK

Zinger549 said:

There contact information just has a Gmail address.

Indeed, unfortunately prior to ordering and receiving the goods this wasn't checked until now when wanting to do a return...so I am forced to communicate via the email address which I have been and it is up to them whether they provide a return address or not.

I am pretty certain that their company is dissolved (https://find-and-update.company-information.service.gov.uk/company/15797787), so they shouldn't be trading anymore?

Not sure whether it may be a good idea to email them again stating that they shouldn't be trading given being dissolved earlier this year and doing so is illegal/fraudulent trading? This may make them reconsider the return, otherwise just go via the PayPal route but not sure what success chances are possible with that?

Dave1UK

powerful_Rogue said:

Looking at the website, I would say 99% they are not UK based.

Domain was registered September 2024 and mailing address is in Toronto.

They are UK based.

Just occurred to me right now of checking their postage bag that they sent it in and thankfully it has the senders address and telephone number.

DPD Local
45 Oakleigh Way
Mitcham
Mitcham
England
CR4 1AU

07575353***

This is linked to their dissolved company. I.e. the address is the exact same.