Am I entitled to a refund?

[OkSkittles]

I bought an item paid next day delivery but the item never arrived despite waiting in all day and tracking showing it was out for delivery, checked the tracking the next day and it said it was on its way back to the sender. I paid £7.99 and it was a birthday present. I now don’t have the money or the present. If I call them on Monday will I be entitled to a refund as I’ve had to buy something else now or will they just tell me they will send the same item out? Basically im asking if im entitled to my money back as I didn’t receive it? Thanks

That should be I paid £7.99 for next day delivery the cost of the item was much more.

Yes, even if the item had arrived then you're entitled to return for a refund within 14 days. You are also entitled to a refund of your delivery as you didn't receive the service. Most companies will refund with no argument anyway in my experience.

If something you ordered hasn't arrived - Citizens Advice
Consumer rights & protection: Get your money back | MSE

Thanks both, im just worried they might claim they’ve already sent it back out as I can’t call till Monday as it’s not open??

If they resend it, you demand a refund for the item and delivery.

This happened to me. Was it Yodel?
Once the retailer received the item back I got a refund, I also then emailed them to ask for the £6 next day delivery charge to be refunded too as delivery wasn’t even attempted which they did as well.

No dpd

Send the item back and you will get a full refund plus the delivery charge. if you paid for next day delivery and it did not arrive next day make sure you get this back as some may only refund standard delivery

This happened to me with next. I paid for a specific delivery date and Evri delayed saying they couldn’t deliver. I contacted next and the refunded the delivery charge. I would ask for the delivery charge to be refunded as well as you paid for a specific date.

Well the company aren’t being helpful, the phone number doesn’t exist and they are claiming that DPD did knock and I refused the item? Wtf never happened.. they are not refunding me and have sent the item back out? Does anyone know my rights here as I no longer want the items?

Stick to your guns. You bought something and paid for next day delivery.
DPD didn't knock.

They claimed that although it’s next day delivery the website states it may not deliver next day but they never knocked I was in the whole day no idea why they would lie like that

You can return the item when you get it. Not sure about a refund of next day delivery costs though.

This happened to me two weeks ago. There's an online form to fill out. They refunded the next-day postage quite quickly (it was just over £10) but I wasn't entitled to a refund on the contents as I didn't have a receipt - the receipt was actually posted in the envelope as it was a gift card and I'd put the receipt in with the card! The envelope has never turned up. I think someone in the postal system treated themselves.

They are refusing to refund because the website “didnt guarantee next day delivery” I don’t care about the delivery cost I want to send the items back as had to sort a different present they are refusing to even do that?

What is the item? Certain items are excluded from the right to a refund.

When you get the item, send it back the normal way it says online

Some toys

It doesn’t say how to return it says contact customer services if you want to refund, they are telling me they won’t refund

Late or missed delivery? How to get compensation – MoneySavingExpert

Where did you buy the toys from?

There was a notorious toy company operating a few years ago online which eventually went out of business (Fun4Kids) and I am fairly sure the people just changed their names and started a new toy company. This sounds very much like the sort of shit they tried to pull with me. I ended up taking them through the small claims process.

You have rights as a consumer and certain rights in the case of distance selling. The responsibility to get the item to you lies with the sender and it’s up to them to tackle the courier who they chose to deliver the item. You don’t carry the financial cost of a lost or undelivered order. They are trying it on. I doubt DPD has any proof they tried to deliver anyway.

They have to refund you under distance selling regulations

What company is it?

They cannot do that it is against distance selling laws they have to refund, they can’t have terms and conditions which contradict the law that’s why t&c’s say your statutory rights still apply.
They also have to refund the delivery charge unless you keep any part of the order.
You must notify them within 14 days of your intention to cancel (return) and send it back within the 30 day period