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  • FIRST POST
    • kev.s
    • By kev.s 8th May 18, 12:35 PM
    • 497Posts
    • 279Thanks
    kev.s
    Where do i stand - lost goods
    • #1
    • 8th May 18, 12:35 PM
    Where do i stand - lost goods 8th May 18 at 12:35 PM
    Hi, Very long story short. I sent 2 pairs of faulty jeans back to a well know retailer, they sent me a collections/returns note for 2 x pairs of jeans, i packed and sent back 2 x pairs of jeans, i sent them a copy of the proof of postage, they confirm receipt of the package. then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim, they claim they cannot progress without it - 8 months ago and i don't have it. Its a bit suspect the fact they confirmed receipt of the package.

    Whats my rights on this beyond their company? paid by cash and debit card.
Page 1
    • Oakdene
    • By Oakdene 8th May 18, 12:37 PM
    • 2,443 Posts
    • 8,836 Thanks
    Oakdene
    • #2
    • 8th May 18, 12:37 PM
    • #2
    • 8th May 18, 12:37 PM
    Hi, Very long story short. I sent 2 pairs of faulty jeans back to a well know retailer, they sent me a collections/returns note for 2 x pairs of jeans, i packed and sent back 2 x pairs of jeans, i sent them a copy of the proof of postage, they confirm receipt of the package. then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim, they claim they cannot progress without it - 8 months ago and i don't have it. Its a bit suspect the fact they confirmed receipt of the package.

    Whats my rights on this beyond their company? paid by cash and debit card.
    Originally posted by kev.s
    Would you be able to show them a redacted bank statement which shows the transaction?
    Dwy galon, un dyhead,
    Dwy dafod ond un iaith,
    Dwy raff yn cydio’n ddolen,
    Dau enaid ond un taith.


    • shaun from Africa
    • By shaun from Africa 8th May 18, 12:41 PM
    • 10,423 Posts
    • 11,757 Thanks
    shaun from Africa
    • #3
    • 8th May 18, 12:41 PM
    • #3
    • 8th May 18, 12:41 PM
    then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim,.
    Originally posted by kev.s
    Contact them again and say that you will try to find your proof of purchase to help them claim their loss from the courier company or Royal Mail but point out that whatever you can or can't provide doesn't have any bearing on their having to provide a full refund to you.

    You followed their instructions and returned the goods and they have stated that those goods have been received so they are legally obligated to refund you.
    • kev.s
    • By kev.s 8th May 18, 12:45 PM
    • 497 Posts
    • 279 Thanks
    kev.s
    • #4
    • 8th May 18, 12:45 PM
    • #4
    • 8th May 18, 12:45 PM
    I have said to them i can give them the bank details from the first pair, the 2nd was paid cash which i've no receipt for. I just wanted to know if i have any consumer law i could state to them, it would appear to me that after they received them from me, they perhaps sent them elsewhere and then they had been lost, bis suspicious.
    • sheramber
    • By sheramber 8th May 18, 1:04 PM
    • 5,466 Posts
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    sheramber
    • #5
    • 8th May 18, 1:04 PM
    • #5
    • 8th May 18, 1:04 PM
    Contact them again and say that you will try to find your proof of purchase to help them claim their loss from the courier company or Royal Mail but point out that whatever you can or can't provide doesn't have any bearing on their having to provide a full refund to you.

    You followed their instructions and returned the goods and they have stated that those goods have been received so they are legally obligated to refund you.
    Originally posted by shaun from Africa
    The OP returned faulty goods.
    They are not claiming not to have received the goods back.

    They want proof the OP bought the goods in the first place to prove he did buy them from them.
    The same applies if you take goods back to a shop in person.
    As he paid cash for one pair he must have bought form shop premises.
    • shaun from Africa
    • By shaun from Africa 8th May 18, 1:12 PM
    • 10,423 Posts
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    shaun from Africa
    • #6
    • 8th May 18, 1:12 PM
    • #6
    • 8th May 18, 1:12 PM
    The OP returned faulty goods.
    They are not claiming not to have received the goods back.

    They want proof the OP bought the goods in the first place to prove he did buy them from them
    Originally posted by sheramber
    i sent them a copy of the proof of postage, they confirm receipt of the package. then some 3 weeks later they come back to me and state they have never receive the package and i must provide proof of purchase for them to claim,
    Originally posted by kev.s
    It sounds like the retailer wants the proof of purchase to enable them to claim for the loss from the courier/Royal mail.
    • George Michael
    • By George Michael 9th May 18, 10:36 AM
    • 3,219 Posts
    • 4,315 Thanks
    George Michael
    • #7
    • 9th May 18, 10:36 AM
    • #7
    • 9th May 18, 10:36 AM
    Hi, Very long story short. I sent 2 pairs of faulty jeans back to a well know retailer, they sent me a collections/returns note for 2 x pairs of jeans
    Originally posted by kev.s
    The retailer sent you a returns note but who paid for the actual return?
    If it was a prepaid service paid for by the retailer then once you have handed the package over to their agent and obtained proof of this, they become liable for any loss and irrespective of whether or not they can claim if the package wasn't delivered back to them, they must still refund you.

    If however, you paid for the delivery then you should claim for the lost package from the courier firm.
    • kev.s
    • By kev.s 14th May 18, 9:33 AM
    • 497 Posts
    • 279 Thanks
    kev.s
    • #8
    • 14th May 18, 9:33 AM
    • #8
    • 14th May 18, 9:33 AM
    The retailer sent you a returns note but who paid for the actual return?
    If it was a prepaid service paid for by the retailer then once you have handed the package over to their agent and obtained proof of this, they become liable for any loss and irrespective of whether or not they can claim if the package wasn't delivered back to them, they must still refund you.

    If however, you paid for the delivery then you should claim for the lost package from the courier firm.
    Originally posted by George Michael
    They sent the returns label postage was covered by them. I sent them the proof of postage, they confirmed receipt of the package later, but now claim it's lost.
    do you have a link to that information which states they are liable?
    • CardinalWolsey
    • By CardinalWolsey 14th May 18, 12:48 PM
    • 313 Posts
    • 312 Thanks
    CardinalWolsey
    • #9
    • 14th May 18, 12:48 PM
    • #9
    • 14th May 18, 12:48 PM
    Sorry, are you saying that the retailer is asking for your proof of purchase (of the jeans) in order for them to make a claim against the courier company?

    If so, this is irrelevant. The retailer needs to provide their proof of purchase from their supplier if they need to demonstrate cost/value of the jeans that have gone missing. They won't be insured/covered up to the price you will have paid - they will be covered up to the price the supplier paid. Two very different values.
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