Refund when points used

eskbanker

Alderbank said:

Your situation is covered by chapter 2 section 20(9), (10) and (11) of the Consumer Rights Act.

But perhaps worth highlighting that CRA s20 is the right to reject, and so includes:

(7) From the time when the right is exercised—

(a) the trader has a duty to give the consumer a refund, subject to subsection (18), and

(b) the consumer has a duty to make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed.

whereas OP appears not to have done either (or at least hasn't explained this yet).

sheramber

kateyp said:

Hi,
What are the refund rules when using points to purchase?

I bought handwash & toothpaste from Superdrug online for click & collect. Two of the handwash bottles have leaked on all the items. 

The order total was £5.88, with £5 paid with loyalty points. They have refunded 23p, which doesn't seem fair. If I had taken them back to the shop I think I would've received either a full refund or replacement of the items.

Any advice welcome. 

But you haven’t returned the order.

Presumably you complained that two bottles had leaked and they have refunded the cost of the faulty bottles.

If you want a refund of your payment you will need to return the whole order.
  

You cannot keep the items and get your money back.