AXParis can they really refund me by gift card

KC51

Hi I purchased 4 items on 30th June, returned 3 a few days later via the returns portal and been sent a gift card for £130 instead of a cash refund. I have been advised that I selected this option online however I don’t recall seeing an option and definitely would not have knowingly chosen to get a refund by gift card. Looking for advice here - can they really refuse to refund my cash and anyone else had this problem. Reviews on trust pilot suggest multiple others having the same problem- feel totally robbed 

born_again

From their returns policy
https://www.axparis.com/pages/return-policy

2. Visit our UK returns portal & enter your order number (this can be found on your order invoice or on your order confirmation email) You can select the item(s) you would like to return or exchange for another size, store credit or a gift card. We are offering free returns and a bonus to customers who opt for a refund via store credit and a gift card, which can be used on our website. 

By accepting our terms and conditions within the returns portal, you have confirmed to receive your refund in the form which was selected (i.e. a gift card). Therefore we are unable to change the form of refund you selected (i.e. a gift card) to another/ the original payment method. 

the_lunatic_is_in_my_head

Am I missing it or does their site only mention their own return policy?

Couldn’t see right to cancel detailed in T&Cs or return pages.

DullGreyGuy

KC51 said:

Hi I purchased 4 items on 30th June, returned 3 a few days later via the returns portal and been sent a gift card for £130 instead of a cash refund. I have been advised that I selected this option online however I don’t recall seeing an option and definitely would not have knowingly chosen to get a refund by gift card. Looking for advice here - can they really refuse to refund my cash and anyone else had this problem. Reviews on trust pilot suggest multiple others having the same problem- feel totally robbed 

Dont think the process can be gone through without an order number etc so cannot see the flow but they wouldnt be the first retailer to give you options, often with an incentive to pick one and that one pre-selected. Amazon are often similar ish in terms of if you select store credit its instantly applied even before returning the goods else saying they'll refund to source within 3-5 working days of the return being received if you dont want store credit. 

In most cases companies will give up the fight after a while but it takes perseverance; Id be surprised if there isnt a choice somewhere in the process even if it is preselected. 

born_again

the_lunatic_is_in_my_head said:

Am I missing it or does their site only mention their own return policy?

Couldn’t see right to cancel detailed in T&Cs or return pages.

No your not...

Gift cards All gift cards are non transferable and expire 9 months after issue. 

sheramber

There was a similar earlier  post where  despite the terns stating you could choose, the gift voucher choice was preselected.

DullGreyGuy

sheramber said:

There was a similar earlier  post where  despite the terns stating you could choose, the gift voucher choice was preselected.

It may be preselected but other options are there to choose if you dont like the one preselected. 

sheramber

DullGreyGuy said:

sheramber said:

There was a similar earlier  post where  despite the terns stating you could choose, the gift voucher choice was preselected.

It may be preselected but other options are there to choose if you dont like the one preselected. 

Yes, they are, but people do not read everything on the form and a preselected box is overlooked. 

cmthephoenix

born_again said:

From their returns policy
https://www.axparis.com/pages/return-policy

2. Visit our UK returns portal & enter your order number (this can be found on your order invoice or on your order confirmation email) You can select the item(s) you would like to return or exchange for another size, store credit or a gift card. We are offering free returns and a bonus to customers who opt for a refund via store credit and a gift card, which can be used on our website. 

By accepting our terms and conditions within the returns portal, you have confirmed to receive your refund in the form which was selected (i.e. a gift card). Therefore we are unable to change the form of refund you selected (i.e. a gift card) to another/ the original payment method. 

"Free returns and a bonus"
Do you think they've "misspoken" there and actually mean free returns as a bonus?
I can't imagine they would be giving you bonus credit on top of your free return.
Wonder if that invalidates the t&c - probably not.

So you use one return portal to have a free return with only the options for a gift card/store credit and a completely different method of return for a refund to your original payment method minus £6.95

cw_2377

Absolutely hate it when companies do this and rely on small print. I'd appeal through their customer services in the first instance?

DullGreyGuy

sheramber said:

DullGreyGuy said:

sheramber said:

There was a similar earlier  post where  despite the terns stating you could choose, the gift voucher choice was preselected.

It may be preselected but other options are there to choose if you dont like the one preselected. 

Yes, they are, but people do not read everything on the form and a preselected box is overlooked. 

And ultimately who is to blame for that? 

Unfortunately you need an order number to go into the system so cannot see what it looks like but another recent thread on their desktop site you had to choose between Basic, Expert Subscription, Pro Subscription and yet it was deemed a con that "Expert Subscription" was a subscription - we are talking full page width bold large font product names. 

cw_2377 said:

Absolutely hate it when companies do this and rely on small print. I'd appeal through their customer services in the first instance?

Often it's not small print, it's normally customer laziness / haste. As above, haven't actually seen how its presented on this particular website