Refund not received: How soon can I do a chargeback?

middlingditch

Hi all,

I am waiting for a refund of over £400 from Karen Millen online. I bought the goods on my Santander credit card. 

They have received the returned clothes and sent me an email to confirm this; this email said that I would receive another email in "up to 4 days" to confirm my refund had been sent. 

However this was 14 days ago now and I haven't received another email or the refund. It's 21 days since they received the goods back.

I have contacted their support but all I get from both the bot and the live agent is that the refund is "processing" or "in progress" and will be with me "soon".

I note on Trustpilot that many of their customers are also waiting and waiting for refunds (and from other brands in this I-now-realise-shady group). So I am not confident of this being resolved by them any time soon. 

So my question is: at what point should I get in touch with Santander and charge back? Is it too soon? Or Section 75 it? I'm not sure where I stand seeing as I did receive the goods I bought, but am simply not receiving the refund after sending them back.

(I was foolish to think Karen Millen was a decent brand but I now see they have been bought out by Boohoo, who I normally wouldn't touch with a bargepole. Same with Debenhams. I will do better research next time!)

DullGreyGuy

Chargeback would be the more sensible. 

Exact rules varies by the card network (Visa, Mastercard etc) and some banks add their own processes on top. If its 21 days since the received the return I would be talking to my bank about a chargeback by now. 

born_again

Santander is Mastercard
So 30 days from sending back.

middlingditch

born_again said:

Santander is Mastercard
So 30 days from sending back.

30 days maximum? Or I need to wait 30 days before I start?

DullGreyGuy

middlingditch said:

born_again said:

Santander is Mastercard
So 30 days from sending back.

30 days maximum? Or I need to wait 30 days before I start?

Minimum   

middlingditch

Thanks. Obsessing over this but only because I am determined not to incur interest...

born_again

middlingditch said:

born_again said:

Santander is Mastercard
So 30 days from sending back.

30 days maximum? Or I need to wait 30 days before I start?

Before you can start. So that is from return date. Make sure you have proof of receipt at their end.

Visa is 15 days.

Seasalt3

I had the same issue when I returned an item to Wallis/Debenhams.  Took them over 3 weeks to refund the money and they charged £1.99 return fee.  Won't be ordering from them again 

middlingditch

Yeah that whole group is a no-go now, unfortunately