Goods not fit for purpose and misrepresented, promised a refund but it hasn't happened

phebe3

Hi, I don't think there is much to be done but thought I would ask a question.  I bought some heated socks from Hike Adventure, based in Holland, on line .for £30 or so  When the socks arrived they needed a special £50 power pack to charge them as they didn't have a standard USB socket on them  This was not mentioned on the site , or on the page advertising them,   As I didn't buy the power bank, and don't want to as I don't want to spend that much the socks are useless. 

After numerous emails they offered me a refund to my credit card which was how I paid. .  This was at the beginning of January.  I still haven't had a refund to my credit card.  On reading Trust pilot reviews I see the company is not highly rated for customer service and refunds.   Not sure why I missed this when I ordered as usually I am very careful re on line companies and read reviews before ordering. They are now not replying to any emails, and the emails don't show as read .
Are there any further steps I can take...apart from anything else to stop others falling into this trap.  I have left a negative trust pilot review. 

Thank you for any constructive advice.

Aylesbury_Duck

phebe3 said:

Hi, I don't think there is much to be done but thought I would ask a question.  I bought some heated socks from Hike Adventure, based in Holland, on line .for £30 or so  When the socks arrived they needed a special £50 power pack to charge them as they didn't have a standard USB socket on them  This was not mentioned on the site , or on the page advertising them,   As I didn't buy the power bank, and don't want to as I don't want to spend that much the socks are useless. 

After numerous emails they offered me a refund to my credit card which was how I paid. .  This was at the beginning of January.  I still haven't had a refund to my credit card.  On reading Trust pilot reviews I see the company is not highly rated for customer service and refunds.   Not sure why I missed this when I ordered as usually I am very careful re on line companies and read reviews before ordering. They are now not replying to any emails, and the emails don't show as read .
Are there any further steps I can take...apart from anything else to stop others falling into this trap.  I have left a negative trust pilot review. 

Thank you for any constructive advice.

First question is:  Where are the socks now?

If you still have them, that might explain the lack of a refund.  They may be unwilling to refund and let you keep the socks.

If you returned them, have they arrived?

eskbanker

You could potentially initiate a 'refund not received' chargeback via your card provider - I believe the delay before being able to do so varies between card schemes but would typically be a couple of weeks or more.

Grumpy_chap

Did the OP cancel the order under the 14-day rights conferred by CCR?
Even though the supplier is based in Holland, I understand similar protocols apply.

Undervalued

Even if similar protocols apply in Holland any court claim would have to be made there which is probably not really practical for a £30 dispute.

If the OP has evidence that the firm have agree to refund then I agree with eskbanker that a chargeback is the best way forward.

MyRealNameToo

Grumpy_chap said:

Did the OP cancel the order under the 14-day rights conferred by CCR?
Even though the supplier is based in Holland, I understand similar protocols apply.

They bought the goods from another country the CCR won't apply. 

phebe3 said:

Hi, I don't think there is much to be done but thought I would ask a question.  I bought some heated socks from Hike Adventure, based in Holland, on line .for £30 or so  When the socks arrived they needed a special £50 power pack to charge them as they didn't have a standard USB socket on them  This was not mentioned on the site , or on the page advertising them,   As I didn't buy the power bank, and don't want to as I don't want to spend that much the socks are useless. 

After numerous emails they offered me a refund to my credit card which was how I paid. .  This was at the beginning of January.  I still haven't had a refund to my credit card.  On reading Trust pilot reviews I see the company is not highly rated for customer service and refunds.   Not sure why I missed this when I ordered as usually I am very careful re on line companies and read reviews before ordering. They are now not replying to any emails, and the emails don't show as read .
Are there any further steps I can take...apart from anything else to stop others falling into this trap.  I have left a negative trust pilot review. 

Thank you for any constructive advice.

Looking at the site the FAQs do state it requires a "compatible battery", it however looks to cross sell a generic USB battery. 

A google shows others selling socks with the same "trademarked" name but look different and others with the same look but different name and specs. The trademarked name appears to be owned by CleverSocks and used with JCB but these are not electric heating. 

Amazon sell various battery packs for this purpose with what looks like as a similar pin, they are considerably less than £50. 

If you have evidence they agreed a refund then a chargeback for a refund not received will be the best route, your bank will advise how many days late is has to be, though surprised it wasnt a case of having to return them first for a refund.

sheramber

MyRealNameToo said:

Grumpy_chap said:

Did the OP cancel the order under the 14-day rights conferred by CCR?
Even though the supplier is based in Holland, I understand similar protocols apply.

They bought the goods from another country the  CCR won't  apply

A. Geordie does not agree with you

• A_Geordie Posts: 418 Forumite
  
  5 November 2025 at 11:03PM
  Contrary to a number of posts on this thread, consumer rights laws do apply in international transactions but the hurdle to overcome is whether the foreign company directs their activities towards this country i.e. does their website offer goods or services to customers overseas particularly the UK. If they do, then the rights are likely to apply. 
  
  However, any enforcement of those rights are only going to be possible if you paid by credit card so that you could bring a s75 claim. Otherwise recovering your money is highly unlikely and the only other option is what others have suggested which is to mitigate and sell the goods. 

born_again

If OP still has the goods then no non receipt of refund...

MyRealNameToo

sheramber said:

MyRealNameToo said:

Grumpy_chap said:

Did the OP cancel the order under the 14-day rights conferred by CCR?
Even though the supplier is based in Holland, I understand similar protocols apply.

They bought the goods from another country the  CCR won't  apply

A. Geordie does not agree with you

• A_Geordie Posts: 418 Forumite

  
  

  5 November 2025 at 11:03PM
  Contrary to a number of posts on this thread, consumer rights laws do apply in international transactions but the hurdle to overcome is whether the foreign company directs their activities towards this country i.e. does their website offer goods or services to customers overseas particularly the UK. If they do, then the rights are likely to apply. 
  
  However, any enforcement of those rights are only going to be possible if you paid by credit card so that you could bring a s75 claim. Otherwise recovering your money is highly unlikely and the only other option is what others have suggested which is to mitigate and sell the goods. 

They say that they may apply, though you have to read the whole thing. 

This is a firm that claims to be based in the Netherlands, though they operate a vast number of brands. Their payment processor has a significantly similar name but is based in Hong Kong. It appears they are selling products with trademark issues. Postage takes up to 10 days from dispatch for delivery... would you bet far east drop shipper? 

sheramber

MyRealNameToo said:

sheramber said:

MyRealNameToo said:

Grumpy_chap said:

Did the OP cancel the order under the 14-day rights conferred by CCR?
Even though the supplier is based in Holland, I understand similar protocols apply.

They bought the goods from another country the  CCR won't  apply

A. Geordie does not agree with you

• A_Geordie Posts: 418 Forumite

  
  

  5 November 2025 at 11:03PM
  Contrary to a number of posts on this thread, consumer rights laws do apply in international transactions but the hurdle to overcome is whether the foreign company directs their activities towards this country i.e. does their website offer goods or services to customers overseas particularly the UK. If they do, then the rights are likely to apply. 
  
  However, any enforcement of those rights are only going to be possible if you paid by credit card so that you could bring a s75 claim. Otherwise recovering your money is highly unlikely and the only other option is what others have suggested which is to mitigate and sell the goods. 

They say that they may apply, though you have to read the whole thing. 

This is a firm that claims to be based in the Netherlands, though they operate a vast number of brands. Their payment processor has a significantly similar name but is based in Hong Kong. It appears they are selling products with trademark issues. Postage takes up to 10 days from dispatch for delivery... would you bet far east drop shipper? 

Yes, may apply not do not apply. 

Grumpy_chap

MyRealNameToo said:

Grumpy_chap said:

Did the OP cancel the order under the 14-day rights conferred by CCR?
Even though the supplier is based in Holland, I understand similar protocols apply.

They bought the goods from another country the CCR won't apply. 

I thought about that before posting.  CCR was introduced to implement EU Directive.  Holland is in EU so will be bound by the same Directive.