Bought something on sale from a small independent online shop. Want to send back, shop saying exchange or credit note only…

[PurchaseQn]

… and I looked it up, and according to Consumer Rights, I’m entitled to a refund.

I don’t want to be a dick about it, I know small independents have it tough, but I don’t want anything else from the shop and the item I bought is horribly unflattering.

Should I insist on a refund? Or are they right? (I contacted them well within 14 days.) Or should I just let it go and take the credit note?

I’m not sure if they have to refund. Sports Direct springs to mind and they always say credit note only.
What does it say on their website?

Why do you want to return it ? If it's faulty you are entitled to a refund.

If you have changed your mind, then you are entitled to nothing unless it was part of your contract with the retailer.

If you notified them within the 14 days, you have another 14 days to return it. They have to refund your money in full, but you have to pay the postage to return it to them. If you are not returning it in the same condition as you received it, they are entitled to retain some of your payment but a good store would discuss this with you first.

I am also a small independent online seller and this is just part and parcel of selling online

I just looked and they do have a paragraph about how sale items aren’t refundable - It’s in their terms and conditions which I didn’t look at before I purchased.

But according to this, online selling regulations means you can’t do that… I think?!

www.gov.uk/accepting-returns-and-giving-refunds

But anyway, I am honestly not sure if it’s worth being awkward about or not. It wasn’t terribly expensive, I just don’t want anything else from the shop!

@AutumnDragon

If you notified them within the 14 days, you have another 14 days to return it. They have to refund your money in full, but you have to pay the postage to return it to them. If you are not returning it in the same condition as you received it, they are entitled to retain some of your payment but a good store would discuss this with you first.

I am also a small independent online seller and this is just part and parcel of selling online

It’s in perfect condition, just really unflattering on me. I contacted them a few days after it arrived, so well within the 14.

Ignore above. Its covered by distance selling regulations, and even sports direct honour them

It's been a long time since I looked into this so just looking to see if a sale item can be excluded

Distance selling regulations apply here. www.gov.uk/online-and-distance-selling-for-businesses

Send her the link.

Buying online is not the same as buying in person. You have the right to return for any reason, or for no reason, within 14 days.

Obviously wasn't meaning dragon shops can't make t&Cs that go against your rights.

Don't quote the Distance Selling Regs, they are no longer in force. It is the Consumer Contract Regulations you need. Read this and if it applies to what you purchased, push for a refund.
To be honest, any company, big or small, that shirks their legal responsibilities when selling online, I don't bother buying from them. Compliance is the first thing I check and I want their trading address, contact phone number and email as well, not just a contact us form.

@Sparklingbrook

I’m not sure if they have to refund. Sports Direct springs to mind and they always say credit note only. What does it say on their website?

Return Online - UK - Support : Sports Direct For items purchased online, you can send them back for a full refund within 28 days, provided it has not been used or fitted.

Credit notes only if bought in store (and not faulty)

@delilahbucket

Don't quote the Distance Selling Regs, they are no longer in force. It is the Consumer Contract Regulations you need. Read this and if it applies to what you purchased, push for a refund. To be honest, any company, big or small, that shirks their legal responsibilities when selling online, I don't bother buying from them. Compliance is the first thing I check and I want their trading address, contact phone number and email as well, not just a contact us form.

I won’t buy from them again now. I thought it was understood that clothes need to be tried on first?!

I will read the consumer contract regulations and see if it applies to me…

@Sparklingbrook

I’m not sure if they have to refund. Sports Direct springs to mind and they always say credit note only. What does it say on their website?

They must refund if the item was bought online.

Ah right @SlowBoiledFrog thanks. I remember having to go to that store more than I ever wanted. Pleased those days are over!
I don’t think I ever ordered online and had to return.

The distance selling regs are no longer in force? Why are they still on gov.uk website described as though they are? That's really confusing! You'd expect up to date information from the governme...
What am I saying 🤦

@IncompleteSenten where are you seeing the Distance Selling Regulations quoted on the gov website as though they are still in force? There is information about distance selling, but no mention of the regs, as they were replaced in 2014 with the Consumer Contract Regulations 2013. Similar legislation, but changes to time required to contact and subsequently return items as well as some other small changes. No point quoting old legislation at a seller who is digging their heels in.