Company slow to respond to return

the_lunatic_is_in_my_head

housebuyer7 said:

Would I not be better just doing a charge back? So should I just return the items even though I’ve had no instructions or approval from them?

Sorry but with regards to returns chargeback doesn't cover change of mind but rather faulty goods. 

OP if you exercise your right to cancel, step 2 is to return the goods, you don't need their permission.  

housebuyer7

Thank you so much! I’ll return them this week!

housebuyer7

Hi I sent back yesterday and did tracked and insured delivery. I added my own note within the packages stating things like order number, all my details, reason for return, key dates etc.

Today (12 days after notifying them I wished to return) they have finally responded and attached the guidance. Obviously I’ve not followed this because I’ve gone ahead and sent back before receiving this. What do I do now? I should also added I did tape some torn part of a box, but it was just a plain white unbranded box!

Important – Returns Will Not Be Accepted Unless These Steps Are Followed

Complete & Submit the Returns Form

• Two copies of the returns form are provided. One must be fully completed and emailed before returning your item.

• Our team will review your request and confirm when you are cleared to proceed.

Include Order Details

• Your return must include your order number and customer name for identification.

• Please print and attach a completed form—reprint if necessary.

Condition of Returned Items

• Items must be unused and in the same condition as when received.

• Original packaging must be intact, unmarked, and undamaged.

Returns Will Be Rejected If:

• Packaging is defaced or damaged (e.g., return address written directly on the box, packaging ripped, or taped together).

• Items are not in their original condition.

• Opened shower enclosures, shower doors, shower trays, and bath panels cannot be returned unless faulty due to health and safety regulations.

Return Instructions

Courier Service

• We do not offer a collection service. You must arrange for the return using a trackable and insured courier of your choice.

Delivery Confirmation

• Please ensure your chosen courier obtains a signature from a member of the We Love Bathrooms Team upon delivery. We do recommend requesting photographic imagery as proof of delivery.

Returns without a signature may not be accepted, and we cannot take liability for lost or damaged items in transit.

• If items are damaged during return transit, it will be your responsibility to file a claim with the courier. For health and safety reasons, we are unable to accept visibly damaged ceramics, glass, or other fragile materials from the courier, and these will be refused upon delivery.

Packaging Requirements

• Items must be returned in their original packaging, in a resalable condition, and resealed using clear tape only.

• The use of brown tape, carpet tape, or other adhesives may invalidate your return and affect your eligibility for a refund.

housebuyer7

I’ve just checked my tracking and can see the items were delivered today (before the emails were sent), so I presume that is why they have sent me these emails today.

the_lunatic_is_in_my_head

What a load of tosh!

They have 14 days to refund OP, if they don’t look on Google for letter before action templates and send one to them in the post via 1st class post whilst retaining proof of posting. 

Can’t hurt to send a copy by email as well. 

Keep us updated if you can  

housebuyer7

OK thanks should I email them back asserting my rights or just ignore and wait to see if they refund me within 14 days?

the_lunatic_is_in_my_head

housebuyer7 said:

OK thanks should I email them back asserting my rights or just ignore and wait to see if they refund me within 14 days?

Other than a brief

"I am writing to confirm that as per our previous communications I am cancelling my contract for orders xx in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please find attached proof of return and delivery to yourselves. 

I look forward to receiving a refund within 14 days in accordance with:

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34

(4) Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

Regards,
Housebuyer7

and see what happens.