Claiming refund for item never received

eevamaija

On 13 May I ordered a clothing item from a small business. I paid with PayPal. 

They sent me the item in the wrong size and didn't answer emails for over a week. Finally they asked me to send it back with a free postage code, and they would send the right item. 

I sent it a few days later and they sent out another item. When I received item number two, it was the right size but the wrong piece of clothing. 

I told them I was no longer interested and asked for a full refund. It again took about a week to get a response. They provided another code and said they would refund when the item was received. 

Tracking indicated they received the item over a week ago. I have emailed a few more times asking for my refund and also posted on their social media. No response and no refund yet. 

Given they are clearly incompetent and terrible at customer service, they may still be intending to refund me at some point. But given how long this has taken, I wonder if I should open a PayPal dispute. 

Should I wait longer, or go through PayPal? It is now just a bit under two months since I placed the order and I need the money back. 

born_again

Pretty sure you have to wait 10 days before opening a dispute with PP. So once 10 days from when they received item is up. Start the process with Pay Pal.

Okell

If you are relying on your statutory consumer rights then I believe that they have up to 14 days after receiving the item back to refund you.