Company refusing refund

HappyChappy2025

I purchased a pair of boots online a few weeks ago, they arrived and they look nothing like the photos. I ordered my size but they're much too big and they're not good quality.

I emailed the company to get a refund and they've said because the item was in their sale, I'm only entitled to store credit.

I'm just wanting to know fully what my rights are before I reply back to them.

Isthisforreal99

Where is the company based? Website address?

DullGreyGuy

HappyChappy2025 said:

I purchased a pair of boots online a few weeks ago, they arrived and they look nothing like the photos. I ordered my size but they're much too big and they're not good quality.

I emailed the company to get a refund and they've said because the item was in their sale, I'm only entitled to store credit.

I'm just wanting to know fully what my rights are before I reply back to them.

Presumably the company is actually in the UK etc and its not one of these far east firms where everything is permanently on sale and what arrives has little resemblance to the photos etc?

When did you receive them? Under the CCR you have 14 days from the day after receipt to reject them for any reason and refund must be back to source; they cannot exclude sales items. 

If it's a far east company then cost of return is likely prohibitive and often will go missing on the way. If you've had them more than 14 days then you're in for a fight however the CCR does extend the timescale if they have failed to follow the legislation's requirement for providing you information about the contract. 

HappyChappy2025

The company is called Royal Professional, as I've only signed up I can't post the link to their site

I'm a bit annoyed as well because I really should've checked the reviews before purchasing

eskbanker

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Hong Kong.

https://www.royal-professional.com/policies/terms-of-service

HappyChappy2025

No worries. I'll try and go through my bank and see what happens

DullGreyGuy

HappyChappy2025 said:

The company is called Royal Professional, as I've only signed up I can't post the link to their site

I'm a bit annoyed as well because I really should've checked the reviews before purchasing

https://www.royal-professional.com/policies/terms-of-service

If you look at their terms of service they state the contract is governed by the laws of Hong Kong, based on other factors on their website I'd be surprised if they weren't based in the far east rather than London as they claim. 

The footer on their returns page is telling too 📍 Please note: Do not send returns to our business address. The correct return address will be provided after your return request is approved. Almost certainly dont want returns sent there because its not their address

Your rights dont change because of this but you have to be realistic of your prospects as the cost of sending the goods back there will be notable and likely never to be received back. 

Alderbank

HappyChappy2025 said:

I purchased a pair of boots online a few weeks ago, they arrived and they look nothing like the photos. I ordered my size but they're much too big and they're not good quality.

I emailed the company to get a refund and they've said because the item was in their sale, I'm only entitled to store credit.

I'm just wanting to know fully what my rights are before I reply back to them.

It's another Shopify website.

Here are your rights under the laws of Hong Kong. Those rights are under the 2019 Sale of Goods Ordinance (link below) and in many respects do not give you as much protection as the 2015 Consumer Rights Act does in the UK.
https://familyclic.hk/en/topics/daily-lives-legal-issues/consumer-rights/consumer-contracts/