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Is there anyway to get our money back

in Consumer Rights
29 replies 1.8K views
SonniRaddersSonniRadders Forumite
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Hi they’re, I really could do with some help if anyone knows. 

My son-in-law purchased a gold necklace/chain from an online jewellers for £1450 and paid £222 upfront and put the rest on Klarna (the credit facility offered by many retailers these days). 
The chain arrived damaged with a broken link found in the box. He immediately contacted the company via email to advise them and they offered to refund him £30 and him get the repair carried out locally, to which he stupidly agreed. 
He then went to the jewellers but before arriving the chain started to break down further so he emailed them again and asked for a refund. We have since sent it back and they have refused to refund as they say a black security tag is missing, which if removed means it cannot be refunded. 
My SIL has a video and photos of said jewellery with no tags in its box the day it was delivered with no tag, he is adamant that it came with no tag. The company t&cs even state if item comes with no tag it’s non refundable. 
As they wouldn’t refund he accepted an exchange but this has now come (with tag) and he is not happy with it but they will not refund.
Is there anything that we can do to get the money back? 
We have all photos, videos, emails and receipts for everything so far 
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Replies

  • McKneffMcKneff Forumite
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    On line Jewelkers where ?
    make the most of it, we are only here for the weekend.
    and we will never, ever return.
  • SonniRaddersSonniRadders Forumite
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    Hatton Jewellers Ltd
  • The_RainmakerThe_Rainmaker Forumite
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    Hatton Jewellers Ltd
    Reviews look good for that company (Trust Pilot) 
  • unholyangelunholyangel Forumite
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    If he purchased online then they cannot make the return dependant on a tag still being on it. 

    You have the right to cancel for a minimum of 14 days, starting the day after delivery and up to a maximum of 1 year and 14 days if they failed to provide you with certain information in a durable medium - such as that you have the right to cancel for 14 days. 

    There is nothing that would excempt a necklace from the consumer contract regulations so they are potentially committing a criminal offence by refusing to accept returns for necklaces (regardless of what their terms state about the tag being attached).  
    You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride
  • edited 26 February 2020 at 10:46AM
    hollydayshollydays Forumite
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    edited 26 February 2020 at 10:46AM
    Yes, and I wondered what even is the so called significance of the tag anyway? Would knowing that make it any clearer why they are refusing you?
  • couriervanmancouriervanman Forumite
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    Hatton Jewellers Ltd
    Reviews look good for that company (Trust Pilot) 
    Which means absolutely nothing.........Trust Pilot is a sham
  • edited 26 February 2020 at 11:38AM
    hollydayshollydays Forumite
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    edited 26 February 2020 at 11:38AM
    Hatton Jewellers Ltd
    Reviews look good for that company (Trust Pilot) 
    Which means absolutely nothing.........Trust Pilot is a sham
    But neither does it mean it's a negative against the company.Their responses there seem very fair, particularly to the customer who complained their watch " looked like a ladies watch"( that's because it was a ladies watch..😂) Their ebay account seems ok.
  • edited 26 February 2020 at 11:58AM
    hollydayshollydays Forumite
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    edited 26 February 2020 at 11:58AM
    Did he not send them a photo with the email immediately which would have shown there was no security tag?Or film the unboxing? I'm guessing that trying to remove a security tag could cause a chain to break? Do they think this is a possibility?
  • unholyangelunholyangel Forumite
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    hollydays said:
    Did he not send them a photo with the email immediately which would have shown there was no security tag?Or film the unboxing? I'm guessing that trying to remove a security tag could cause a chain to break? Do they think this is a possibility?
    I would hope not. It would be a poor business decision to use tags which cost pennies onto items that cost thousands if its likely to cause the item to break on removal. 
    You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride
  • edited 27 February 2020 at 1:27AM
    hollydayshollydays Forumite
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    edited 27 February 2020 at 1:27AM
    I was suggesting if too much force was used to remove it.I Assume it's something that is difficult to remove . Not just a price tag
This discussion has been closed.