Returned goods - advice gratefully recieved

PaisleyPaid

Hello, any wisdom on the following much appreciated.  I bought my teenage granddaughter some clothes for her birthday, cost just over £55.  They were far too large for her so I had to return.  There was no return documentation with the package so I went online and found their return information, downloaded the returns paperwork (address label and tick box for return reasons).  Sent back via Royal Mail 24 tracked.  When I tracked the return it stated that the PO box address was no longer in use and the parcel had been sent to their 'undelivered' department.  This was on the 30th April 2025.  I contacted the company that I had purchased from and advised that they had a live link to a returns address no longer used.  They advised they also had a link to the correct returns address.  50/50 chance for anyone returning goods.   So four months on I have neither the goods nor a refund.  The incorrect returns address is still accessible online.  The company will not respond to my emails and having spent 2 hours contacting Royal Mail they said if my address is in the package they will return to me.  It is, but this was almost 3 months ago so I am losing hope.  
Any thoughts...
Many thanks.

pinkshoes

What does the tracking actually show?

I would screenshot the returns address given on the website then send a letter before action saying that the clothes were returned to their online address for returns and a delivery attempt was made on X date. I'd then give them 14 days to refund otherwise you'll take the matter to court.

Mark_d

Presumably your Royal Mail parcel was insured for the value of the items?  If Royal Mail hasn't delivered your parcel to the correct recipient then you can claim on the insurance

MyRealNameToo

Mark_d said:

Presumably your Royal Mail parcel was insured for the value of the items?  If Royal Mail hasn't delivered your parcel to the correct recipient then you can claim on the insurance

Does that still apply if you have addressed it to somewhere that doesnt exist?  Would be a great way to liquidate assets if it does still stand true

sheramber

If the company supplied the prepaid returns label then they are responsible  for pursuing the parcel as they are the sender. 

Having used a PO Box returns address suggests this is not a UK  company.

who is the company? 

MyRealNameToo

sheramber said:

If the company supplied the prepaid returns label then they are responsible  for pursuing the parcel as they are the sender. 

Having used a PO Box returns address suggests this is not a UK  company.

who is the company? 

I only read that they provided a returns form, which normally goes into the parcel, rather than a prepaid label to put on the outside. Would be good for the OP to confirm if the company did indeed pay for the return in which case the OP's liability ends after they ship it whereas if the OP paid for it then it ends after its delivered to the merchant. 

pinkshoes

MyRealNameToo said:

sheramber said:

If the company supplied the prepaid returns label then they are responsible  for pursuing the parcel as they are the sender. 

Having used a PO Box returns address suggests this is not a UK  company.

who is the company? 

I only read that they provided a returns form, which normally goes into the parcel, rather than a prepaid label to put on the outside. Would be good for the OP to confirm if the company did indeed pay for the return in which case the OP's liability ends after they ship it whereas if the OP paid for it then it ends after its delivered to the merchant. 

This is going to the the challenge and a grey area.

Although the RM contract lies with the OP, and the parcel has not been delivered, there HAS been an attempted delivery at the address specified for returns by the company. If this went to court, the court would likely side with the OP as they have followed the return instructions.

But... if the PO Box address was not active and RM admit to now having the parcel, then does it them become the liability of RM having lost the parcel, and the OP will have to put in a claim against RM. Was it fully insured? 

It is neither the OPs nor RMs fault that the return failed.

MyRealNameToo

pinkshoes said:
But... if the PO Box address was not active and RM admit to now having the parcel, then does it them become the liability of RM having lost the parcel, and the OP will have to put in a claim against RM. Was it fully insured? 

They haven't lost it, they are holding it because presumably the OP did not print a return address on the parcel... we had a similar issue a while back when someone refused delivery of a parcel but there was no return address. 

RM keep it locally for a while, then move it off to a central warehouse and ultimately destroy them. There are millions of parcels a year misaddressed, address label gets damaged or is in too sloppy handwriting for anyone to read. They can't keep them all indefinitely. 

I would be surprised if the compensation RM offers covers items that are misaddressed; were that the case then anything you wanted to liquidate you could just put it in an envelope, send it to 100000000000 School, Upton Snodsbury and wait a week or two then claim on the insurance. Much cheaper than claiming on your home insurance for that water damaged laptop or such.  

sheramber

Tracked 24 includes insurance for loss or damage up to £150. 

However, if there was no other address than the PO Box available and no sellers address then Royal Mail could not deliver and contents would be destroyed. 

1.  It would help if the OP can confirm if  any address , other than the PO Box one was available in the parcel.?

2.  Who paid for postage? 

PaisleyPaid

Thank you for all your replies.  I paid for the postage but Royal Mail say they aren't at fault as they attempted delivery to the PO Box address which is no longer in use.  They have now returned to their National Returns Centre and will attempt to return the parcel - although four months have now passed, (three since I rang them), and I have heard nothing. My details are within the parcel. The company is Trapstar London, so UK based.  I have provided them with the tracking number as requested, however they now will not respond to my emails.  

I appreciate it is a grey area, but I feel I have done nothing wrong and have neither the goods or my money.

sheramber

Complete a claims fiorm. 

That may induce them to find the parcel

https://help.royalmail.com/personal/s/article/Royal-Mail-Claims-Centre-process-and-options