Bought items from a dodgy website pretending to be in the UK...

Serama24

Hello.

I need help/advise as my mum has purchased a product from a dodgy website.

My mum was looking at red light therapy masks online. She googled something like 'best red light therapy masks to buy' and it came up with a website that appeared to be a beauty blog.

It seemed legit, ranking the different products with pros and cons. The blog listed recognised brands but at the top was one it spoke of highly, saying the mask they sell uses the technology the other companies use at just a fraction of the price, (too good to be true, in hindsight).

The product website looked legit and ended in .UK. There were lots of positive reviews and it said it was a risk free purchase where if you don't see results in 90 days you can send it back for a full refund.

My mum purchased one, it then said if you purchase another within a minute you get another great discount, which she did so we could have one each.

I've looked up the website on trust pilot and it is 99% bad reviews. Products come from china, are of poor quality and take forever to come and you get signed up to a subscription service if you don't uncheck a small box when ordering. My mum phoned her bank and they canceled her card so she wouldn't be charged more.

On the terms and conditions page on the website, it says no refunds for sale items (it was in the sale) and no refunds if you've just changed your mind.

It did say you can cancel the order within 24 hours, we emailed them that night (less than 12 hrs later) but they responded that it's too late. There's a contact number but it's french and just goes to an answer message. The website gives a UK address at the bottom.

It says this too:

If for any reason you are not completely satisfied with your purchase, we offer two options for refunds:

50% Refund with Item Retention: Within 90 days of placing your order, if you are dissatisfied with the product, you may return it for a 50% refund of the payment while keeping the item.

100% Refund (Return Costs Not Covered): Alternatively, within 90 days of placing your order, if you wish to receive a 100% refund, you may return the product. However, please note that we do not cover the return shipping costs. The product must be returned in its original condition and packaging, with all components and accessories included.

What steps can we take now? My mum says she has received one email saying part of the order is getting ready for dispatch and another saying part has been dispatched. 

When cancelling the card, my mum explained what happened and they said they currently can't do anything as the money is pending. We can raise a dispute once the money has gone out.

We obviously don't want the products as we can't trust what we're buying, I don't believe the technology is the same as the other brands like they've claimed. But we can't prove this. 

From what I've read, returning things to China can be complicated and expensive. £300 was spent, we're a bit upset.

photome

What is the website

powerful_Rogue

Did your mum pay credit or debit card?

Serama24

photome said:

What is the website

I'm not allowed to post links as I'm new but it's called DeluxeSkin and ends in .uk, it comes up if you Google it. 
Thanks, 

Woodstok2000

Serama24 said:

Hello.

I need help/advise as my mum has purchased a product from a dodgy website.

My mum was looking at red light therapy masks online. She googled something like 'best red light therapy masks to buy' and it came up with a website that appeared to be a beauty blog.

It seemed legit, ranking the different products with pros and cons. The blog listed recognised brands but at the top was one it spoke of highly, saying the mask they sell uses the technology the other companies use at just a fraction of the price, (too good to be true, in hindsight).

The product website looked legit and ended in .UK. There were lots of positive reviews and it said it was a risk free purchase where if you don't see results in 90 days you can send it back for a full refund.

My mum purchased one, it then said if you purchase another within a minute you get another great discount, which she did so we could have one each.

I've looked up the website on trust pilot and it is 99% bad reviews. Products come from china, are of poor quality and take forever to come and you get signed up to a subscription service if you don't uncheck a small box when ordering. My mum phoned her bank and they canceled her card so she wouldn't be charged more.

On the terms and conditions page on the website, it says no refunds for sale items (it was in the sale) and no refunds if you've just changed your mind.

It did say you can cancel the order within 24 hours, we emailed them that night (less than 12 hrs later) but they responded that it's too late. There's a contact number but it's french and just goes to an answer message. The website gives a UK address at the bottom.

It says this too:

If for any reason you are not completely satisfied with your purchase, we offer two options for refunds:

50% Refund with Item Retention: Within 90 days of placing your order, if you are dissatisfied with the product, you may return it for a 50% refund of the payment while keeping the item.

100% Refund (Return Costs Not Covered): Alternatively, within 90 days of placing your order, if you wish to receive a 100% refund, you may return the product. However, please note that we do not cover the return shipping costs. The product must be returned in its original condition and packaging, with all components and accessories included.

What steps can we take now? My mum says she has received one email saying part of the order is getting ready for dispatch and another saying part has been dispatched. 

When cancelling the card, my mum explained what happened and they said they currently can't do anything as the money is pending. We can raise a dispute once the money has gone out.

We obviously don't want the products as we can't trust what we're buying, I don't believe the technology is the same as the other brands like they've claimed. But we can't prove this. 

From what I've read, returning things to China can be complicated and expensive. £300 was spent, we're a bit upset.

This is likely to be an expensive lesson unfortunately, sorry. Returning things to China is expensive and they often do not arrive. Sending a tracked package with £300 insurance may be an option if you can swallow the transport costs.

You can try a chargeback via your bank but they will most likely not be interested as chargeback doesn't apply until youve returned the items ( catch 22!).

If you cant get anywhere with the bank, I would suggest taking the 50% discount and take it as a lesson learned.

Serama24

Woodstok2000 said:

This is likely to be an expensive lesson unfortunately, sorry. Returning things to China is expensive and they often do not arrive. Sending a tracked package with £300 insurance may be an option if you can swallow the transport costs.

You can try a chargeback via your bank but they will most likely not be interested as chargeback doesn't apply until youve returned the items ( catch 22!).

If you cant get anywhere with the bank, I would suggest taking the 50% discount and take it as a lesson learned.

 I suspected so. I'm wondering whether they'll even refund the 50% to be honest... Is there anything I can do if they refuse this / don't respond?
Thank you for your help.

Woodstok2000

Serama24 said:

photome said:

What is the website

I'm not allowed to post links as I'm new but it's called DeluxeSkin and ends in .uk, it comes up if you Google it. 
Thanks, 

There's no UK companies registered under that name, and the address in London has 280 companies listed so it's just a mail-drop.  

soolin

I found this , is this the site your mother used?

Deluxe Skin

1 officer with a Netherlands address
ECOMUK LTD people - Find and update company information - GOV.UK

Poor filing history - although they are filed to date.

The building showing at their address is what looks like a rent by office/day type of place currently for sale:

Office to lease in 1-3 Sun Street, Shoreditch, EC2A 2EP, EC2A

personally, I would go down the trying for the 50% refund when it arrives route, and hope they pay out. 

Emmia

If these masks do arrive, I really wouldn't put them anywhere near your skin. Alas I suspect this is in the bucket of "if it seems too good to be true..."

Seek the 50% refund and put it down to experience.

Edit: As well as the postbox office location, the poor filing history, the UK website with a french phone number... prices seem to be in $ rather than £. There are so many red flags if you look at it properly - but the website is professionally designed, clearly to entrap the unwary or those in a hurry / looking for a bargain. 

Aylesbury_Duck

As above, grab whatever refund you can get and don't use the product if it arrives.  It's bad enough buying DIY medical devices without proper medical advice and supervision, but when you have no idea what you'll be putting on your face and eyes it's even more ludicrous.

born_again

No timescale of when ordered.

I would just hope they do not turn up (15 days Visa, 30 days Mastercard from date the payment debited) While you did cancel, they said too late so non receipt would be a option (No you can't refuse delivery & claim)