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  • FIRST POST
    • dishwell21
    • By dishwell21 8th Sep 19, 5:32 PM
    • 7Posts
    • 7Thanks
    dishwell21
    Am I entitled to a full refund when buying an item in an online sale? (UK company)
    • #1
    • 8th Sep 19, 5:32 PM
    Am I entitled to a full refund when buying an item in an online sale? (UK company) 8th Sep 19 at 5:32 PM
    So I bought a 30 hat online and it was terrible quality, didn't even fit my head. I returned it the next day with tracked delivery and waited 3 weeks, still no refund. So I filed a paypal dispute and the company replied with:

    As our policy states: Sale Items can only be exchanged for another item or a credit note.
    However upon doing some research on this "policy", I found this:

    Shops can offer their own returns policies that go over and above what's guaranteed in consumer law. But under the Consumer Contracts Regulations 2013, if you buy something online you've normally a minimum of 14 days after it's delivered to cancel your order, then a further 14 days after cancellation to return it for a full refund whether or not it was in a sale. This applies even if you've just changed your mind.
    Would I be right then in continuing my dispute on paypal?

    Thanks for reading.
Page 1
    • waamo
    • By waamo 8th Sep 19, 5:43 PM
    • 7,909 Posts
    • 10,786 Thanks
    waamo
    • #2
    • 8th Sep 19, 5:43 PM
    • #2
    • 8th Sep 19, 5:43 PM
    Just out of curiosity is this AX Paris?
    This space for hire.
    • JJ Egan
    • By JJ Egan 8th Sep 19, 5:44 PM
    • 13,338 Posts
    • 6,092 Thanks
    JJ Egan
    • #3
    • 8th Sep 19, 5:44 PM
    • #3
    • 8th Sep 19, 5:44 PM
    Did you buy from an actual UK company .
    • dishwell21
    • By dishwell21 8th Sep 19, 5:47 PM
    • 7 Posts
    • 7 Thanks
    dishwell21
    • #4
    • 8th Sep 19, 5:47 PM
    • #4
    • 8th Sep 19, 5:47 PM
    Just out of curiosity is this AX Paris?
    Originally posted by waamo
    No it's not

    Did you buy from an actual UK company .
    Originally posted by JJ Egan
    Yes it is a UK LTD company
    • BoGoF
    • By BoGoF 8th Sep 19, 6:47 PM
    • 5,312 Posts
    • 5,185 Thanks
    BoGoF
    • #5
    • 8th Sep 19, 6:47 PM
    • #5
    • 8th Sep 19, 6:47 PM
    Name the company
    • dishwell21
    • By dishwell21 8th Sep 19, 6:51 PM
    • 7 Posts
    • 7 Thanks
    dishwell21
    • #6
    • 8th Sep 19, 6:51 PM
    • #6
    • 8th Sep 19, 6:51 PM
    Name the company
    Originally posted by BoGoF
    sonofzeus.co.uk
    • born again
    • By born again 8th Sep 19, 6:57 PM
    • 402 Posts
    • 189 Thanks
    born again
    • #7
    • 8th Sep 19, 6:57 PM
    • #7
    • 8th Sep 19, 6:57 PM
    Remind them of your legal rights.
    • DoaM
    • By DoaM 8th Sep 19, 7:00 PM
    • 7,933 Posts
    • 7,761 Thanks
    DoaM
    • #8
    • 8th Sep 19, 7:00 PM
    • #8
    • 8th Sep 19, 7:00 PM
    No company number
    No contact address (web form only)
    WHOIS shows the website as hosted in Canada

    Are you sure it's a UK LTD company?
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • BoGoF
    • By BoGoF 8th Sep 19, 7:01 PM
    • 5,312 Posts
    • 5,185 Thanks
    BoGoF
    • #9
    • 8th Sep 19, 7:01 PM
    • #9
    • 8th Sep 19, 7:01 PM
    You do realise sticking .co.uk at the end doesn't make it a UK company.

    As above, lack of contact info and poor gramnar would suggest it's not.
    • dishwell21
    • By dishwell21 8th Sep 19, 7:06 PM
    • 7 Posts
    • 7 Thanks
    dishwell21
    No company number
    No contact address (web form only)
    WHOIS shows the website as hosted in Canada

    Are you sure it's a UK LTD company?
    Originally posted by DoaM
    You do realise sticking .co.uk at the end doesn't make it a UK company.

    As above, lack of contact info and poor gramnar would suggest it's not.
    Originally posted by BoGoF
    Yes I am sure it is, company information can be seen here:

    beta.companieshouse.gov.uk/company/08148440/
    • mije1983
    • By mije1983 8th Sep 19, 7:08 PM
    • 3,576 Posts
    • 20,325 Thanks
    mije1983
    The vague Ts&Cs are very well hidden (I can't find a direct link via the website) but it does appear to be a UK company.

    https://sonofzeus.co.uk/pages/terms-conditions

    • hollydays
    • By hollydays 8th Sep 19, 7:19 PM
    • 17,738 Posts
    • 13,851 Thanks
    hollydays
    Telephone number is showing as a web designer called marvel design in Newcastle on Tyne.
    At least one typo.
    www.sonofzeus.co.uk
    Last edited by hollydays; 08-09-2019 at 11:02 PM.
    • born again
    • By born again 8th Sep 19, 7:27 PM
    • 402 Posts
    • 189 Thanks
    born again
    Telephone number is showing as a web designer called marvel design in Newcastle on Tyne.
    At least one typo.
    Originally posted by hollydays
    Yet if you google the number and follow the link to the above name, they list 2 different numbers.
    • hollydays
    • By hollydays 8th Sep 19, 7:35 PM
    • 17,738 Posts
    • 13,851 Thanks
    hollydays
    www.sonofzeus.co.uk

    The companies house address on their website appears to their accountant or IT company .
    What address did you return to.
    Last edited by hollydays; 08-09-2019 at 11:02 PM.
    • dishwell21
    • By dishwell21 8th Sep 19, 7:58 PM
    • 7 Posts
    • 7 Thanks
    dishwell21
    The companies house address on their website appears to their accountant or it company .
    What address did you return to.
    Originally posted by hollydays
    Can't remember it was on the bottom of the box "Return to: ____"

    Though it has been confirmed delivered by Royal Mail via their app and the company itself acknowledged the delivery - just refusing a refund.
    • hollydays
    • By hollydays 8th Sep 19, 8:19 PM
    • 17,738 Posts
    • 13,851 Thanks
    hollydays
    Their reviews on trustpilot are highly dubious.
    One of them written by a family member Japheth Unadkat -actually a director of the" company" which is against trustpilot rules.
    www.sonofzeus.co.uk
    Last edited by hollydays; 19-09-2019 at 8:01 PM.
    • mije1983
    • By mije1983 8th Sep 19, 8:25 PM
    • 3,576 Posts
    • 20,325 Thanks
    mije1983
    I would thank them for reminding you of their policy, and in turn remind them of their legal obligations as an online distance seller. Their policy cannot dilute your statutory rights and you are already overdue your refund.

    If you have no luck with PayPal, I'd just send them a LBA (the company not PayPal). Their FAQs regarding returns are also in breach of the CCRs.


    As a side note, this one statement would have put me off them!

    If you're exchanging for a different item we will charge for any cost increase but we do not cover any cost decrease.
    Last edited by mije1983; 08-09-2019 at 8:31 PM.

    • hollydays
    • By hollydays 8th Sep 19, 8:39 PM
    • 17,738 Posts
    • 13,851 Thanks
    hollydays
    They also claim their items are made in england
    and as far as I can see , mostly say they are organic cotton certified by gots
    I'm finding that questionable.
    They need asking for this information if anyone buys from them
    https://www.global-standard.org/images/stories/Security_Advice_Adverts_2018/GOTS_SecAdvise_Consumers_engl_105x148_engl.pdf
    Take screenshots


    Also this crummy looking nylon rucksack , allegedly " top grain saffiano " Italian leather"70
    https://sonofzeus.co.uk/collections/bags/products/city-backpack-in-black-nylon-and-leather
    Last edited by hollydays; 08-09-2019 at 9:26 PM.
    • theonlywayisup
    • By theonlywayisup 8th Sep 19, 9:20 PM
    • 13,717 Posts
    • 9,446 Thanks
    theonlywayisup
    Is your PayPal dispute still open? If it is, do NOT close it.

    Did Paypal tell you to return the item?

    Do you have proof of delivery?
    • dishwell21
    • By dishwell21 8th Sep 19, 9:30 PM
    • 7 Posts
    • 7 Thanks
    dishwell21
    Is your PayPal dispute still open? If it is, do NOT close it.

    Did Paypal tell you to return the item?

    Do you have proof of delivery?
    Originally posted by theonlywayisup
    1. Yes it is still open. I just replied to them now informing them of the Consumer Contracts Regulations 2013 act and demanded a full refund. I guess if they ignore that I will escalate the case to paypal?

    2. Not sure I understand your question, I returned it as it didn't fit and bad quality.

    3. Yes I do.

    UPDATE: The company just responded to me with this:

    "That only applies to full priced goods. Not for sale items which comes down to store policy. Also you have said in the case it is due to item not as described however now you are stating this is a fit issue."
    Seems to be totally ignoring the fact that sale items also apply to the Consumer Contracts Regulations 2013...
    Last edited by dishwell21; 08-09-2019 at 9:52 PM.
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