Company have kept my return and not refunded

Petsdogscats25

Please help if you can

I returned 2 dresses to AX Paris and opted for store credit rather than a refund as they give you a bit extra and free returns for this option.

I contacted them as my refund/gift card was never issued. After some back and forth they confirmed they had received the parcel but don’t know why the refund hasn’t been issued. I had confirmation from Royal Mail the parcel was delivered which I sent them.

They are stating that as I no longer have my original receipt with the weight of the package there is nothing more they can or will do.

so ultimately they have lost my parcel somewhere in their system but I have lost out on £90

Emmia

Did you use their returns service, or did you arrange your own return?

Ergates

Who paid for / arranged the return?

sheramber

The company have confirmed they received the return

After some back and forth they confirmed they had received the parcel but don’t know why the refund hasn’t been issued

Petsdogscats25

it was their return service , they sent me the QR code

and they have confirmed they have the parcel they just don’t know why the refund hasn’t been issued

Petsdogscats25

their issue is I haven’t got the receipt to confirm the weight of the parcel , they haven’t actually said there is an issue with the parcel , they just don’t know where it is to deal with it

Ergates

https://forums.moneysavingexpert.com/discussion/comment/82067659#Comment_82067659

In that case, if they've lost the parcel it's their problem. Once you handed it over to RM (presumably at a Post Office) - then it became the retailer's responsibility. All you'd need is a receipt from the PO to say you'd handed a parcel over. If RM had immediately thrown the parcel on the ground, ran over it with their van and then set it on fire, this would still be the retailers problem.

That they've also confirmed receipt of the parcel gives you additional back up on this.

If their assertion is: as we can't find the parcel we cant confirm it's contents - then (again) this is their problem, and they cannot (legally) use this as a reason not to refund.

Write to them to remind them that: As they arranged the courier, the parcel became their responsibility the instant you handed it over to said courier. Therefore, in the absence of the parcel they have to assume that you have returned the correct items (as they have no proof that you didn't).

If they still won't play ball, send them a letter before action - templates for these are available on the web.

Petsdogscats25

Thankyou for your help