Is there a refund timescale defined by law?

Mishomeister

We have sent back the item that arrived damaged back to the seller. It is now a month and still no refund. Is there a time limit for processing the refunds that they have to obey by law?

DE_612183

Under the Consumer Rights Act 2015, if goods are found to be faulty, a consumer can reject them and receive a full refund within 30 days of the purchase date.

Mishomeister

DE_612183 said:

Under the Consumer Rights Act 2015, if goods are found to be faulty, a consumer can reject them and receive a full refund within 30 days of the purchase date.

Is it reject within 30 days or receive the refund within 30 days?

Ergates

Mishomeister said:

We have sent back the item that arrived damaged back to the seller. It is now a month and still no refund. Is there a time limit for processing the refunds that they have to obey by law?

Refunds should be processed as quickly as possible and within 14 days at most.

From the CRA: 
"A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund"

This is assuming it's a UK company.

DullGreyGuy

Mishomeister said:

We have sent back the item that arrived damaged back to the seller. It is now a month and still no refund. Is there a time limit for processing the refunds that they have to obey by law?

It depends which basis you returned it under and how its returned...

If you cancel under the CCR and the merchant arranges the return then they have to refund you with 14 days of you notifying them. If you arrange the return then its 14 days from either them receiving the goods back or you giving them evidence that the item is on its way back. 


If you cancel under the CRA then they have 14 days from agreeing you are entitled to a refund. 

So always 14 days but when the clock starts ticking varies. 

Okell

DE_612183 said:

Under the Consumer Rights Act 2015, if goods are found to be faulty, a consumer can reject them and receive a full refund within 30 days of the purchase date.

Not quite right.

Yes, the consumer can exercise their immediate short term right to reject within 30 days of "delivery" of the goods, but that doesn't mean that a refund has to be paid within 30 days.

As @Ergates has already posted, s20(15) of the Consumer Rights Act 2015 says:

"A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund"  [my bold for emphasis]

The question is - Has the trader agreed yet that the OP is entitled to a refund?

user1977

There's no magical deadline beyond which something else happens - if you don't seem to be receiving the refund then you can threaten/start court action (which will take more than 30 days...).

the_lunatic_is_in_my_head

If you paid by card do a chargeback with your card provider OP

DullGreyGuy

Okell said:

DE_612183 said:

Under the Consumer Rights Act 2015, if goods are found to be faulty, a consumer can reject them and receive a full refund within 30 days of the purchase date.

Not quite right.

Yes, the consumer can exercise their immediate short term right to reject within 30 days of "delivery" of the goods, but that doesn't mean that a refund has to be paid within 30 days.

As @Ergates has already posted, s20(15) of the Consumer Rights Act 2015 says:

"A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund"  [my bold for emphasis]

The question is - Has the trader agreed yet that the OP is entitled to a refund?

Unless it was an online purchase in which case they can return it under the CCR instead when the 14 days starts once they get the goods back or as soon as they send the OP the postage label if the merchant is arranging the return. 

sheramber

Mishomeister said:

We have sent back the item that arrived damaged back to the seller. It is now a month and still no refund. Is there a time limit for processing the refunds that they have to obey by law?

Have the company confirmed they have received it banc and agreed to a refund?

Mishomeister

sheramber said:

Mishomeister said:

We have sent back the item that arrived damaged back to the seller. It is now a month and still no refund. Is there a time limit for processing the refunds that they have to obey by law?

Have the company confirmed they have received it banc and agreed to a refund?

They gone silent and made no further contact. But as the courier was arranged by them, legally the yhad teh item back the moment courier picked it up. Whatever happenend to the item later (eg. got lost by the couriers etc.) bears no relevance to me.