Refund policy - voucher versus direct refund

lgrange

I recently returned two items (posted on 7th July 2025) to Karen Millen (online order) and requested a refund.  I received an email this morning (15th July) to confirm my refund has been processed but instead of a refund I have received a gift certificate for £260.24. I have contacted Karen Millen to say there must have been an error and that I do not want the gift certificate. I have requested a refund to my original payment method. However, they have denied my request saying the voucher option was selected in the refund portal and that once a preferred refund method has been selected, they are unable to change this or reset the return. I don’t believe this is acceptable and that I have a statutory right to a refund. Has anyone every encountered this kind of issue and were you able to resolve it?

Hoenir

lgrange said:

 I don’t believe this is acceptable 

The online returns system is totally paperless. The returns policy is transparent. You made the choice for a voucher. To quote the website

Once you select to receive a credit refund you cannot alter this selection. 

DullGreyGuy

lgrange said:

I recently returned two items (posted on 7th July 2025) to Karen Millen (online order) and requested a refund.  I received an email this morning (15th July) to confirm my refund has been processed but instead of a refund I have received a gift certificate for £260.24. I have contacted Karen Millen to say there must have been an error and that I do not want the gift certificate. I have requested a refund to my original payment method. However, they have denied my request saying the voucher option was selected in the refund portal and that once a preferred refund method has been selected, they are unable to change this or reset the return. I don’t believe this is acceptable and that I have a statutory right to a refund. Has anyone ever encountered this kind of issue and were you able to resolve it?

Search on here, there are a couple of other threads on the same topic but with other brands in the last few days.

If you returning the goods within 14 days you had the statutory right to request a refund to source however you also have the right to agree to something else and the right to return it under their return policy instead. 

A few companies at least "incentivise" people to take alternative options, Amazon give credit returns the credit instantly whereas refund to source are only done after the goods are received back. Another well known retailer pays for returns for a gift card but you have to pay for your own return if you want a refund to source. They may have a number of options to select from but pre-select their preferred one so if you are lax when going through you agree to the preselected option. 

It'll be an argument if, having agreed to one method, you have the option to change your mind after the fact. In practice you will probably be able to argue you it as a company won't go to court over something like this but dont expect it to be easy. 

sheramber

There will be a tick box to choose vouchers or refund, but voucher is  the default setting.

It seems people are overlooking that box. 

Similar to those who end up with subscriptions that didn’t want but signed up for.

cw_2377

I had this same issue - but appealed nicely via Customer Services and was granted a refund as 'good will'. But I was warned it was a one-off! Certainly put me off shopping with them again.