To want a refund

[HRHPrincessMegan]

I ordered some past papers on December 1st for an exam DS will be sitting on January 13th. Having not received them I contacted the company today and asked for a refund. They replied that they papers are with the post office and that they categorically do not refund exam papers. They did provide a screen shot of when the post office allegedly tried to deliver them but I received no calling card. Am I wrong to think I should get a refund?

Or you could just call the post office or go there and collect them.

If it's within 7 days they will be at your delivery office. It's Royal Mail's fault not the exam company.

Why would you get a refund? They sent the papers. You just have to arrange a redelivery or pick them up

Am I wrong to think I should get a refund?

Yes

Well RM should have left a card. But you can either arrange a redelivery or pick them up

If the P.O. don't have them however then yes you should get a refund

It was 3 weeks ago - would the post office have returned the papers to the company by now? I’m staying with family so nowhere near my local post office.

I didn’t receive a calling card from RM.

I think it depends how they were sent.

I'd ring RM they're pretty helpful usually

Not the exam companies fault. Just bad luck.

Why didn't you contact them sooner?

If they hadn't arrived within the stated time there was clearly a hiccough.

Why didn't you contact them sooner?

Fair point - illness, Christmas prep and other exams resulted in a manic month.

It's 18 days (including weekends and bank holidays) to collect post, so I think you're too late to get them now op.

Under these circumstances we would offer a refund. Maybe not our fault but it is not the customer's fault either if Royal Mail does not put a card through the door. Sometimes they don't or sometimes it is missed amongst the junk mail. We want repeat business so it is in our interest to offer customer satisfaction and that means taking a loss occasionally.

If you don't get something delivered, then its still the senders responsibility. Just because it goes in the post, doesn't remove the responisbility until it gets to you.

So yes you should get a refund.
www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

Thanks for the link HP - I’ve raised it with my card issuer and they are going to dispute it.

OIE - I wish I was dealing with you!

The Post Office doesn't deliver the mail, Royal Mail does.

Royal Mail = Postman Pat
Post Office = Mrs Goggins

I agree it's the sender's responsibility to deliver the item you have paid for. Otherwise they should refund you.

Just don't go and pick it up, OP, it will be -returned to sender- and they will have to refund you anyway.

I just want to point out that if it’s a major exam board for GCSEs/A-levels you can get all past papers online for free.

I had a tracked parcel that wasn't delivered. They sent me 3 texts saying they had attempted to deliver and couldn't and to check my red card.
Thing Is, they never tried to deliver on those 3 days, I was in all day, they didn't attempt to deliver because of the snow.
I had to collect it from the post office without a red card. Any chance the snow caused a similar issue? Obviously if they hadn't text me I would never have known they had it in the first place.

Royal Mail = Postman Pat
Post Office = Mrs Goggins

😂👍

I think some of the posters on here should read the guidance on the Consumer Rights Act, which has rules about delivery times.

If you know something is going to take a long time and you still order it, that's one thing. But if you expect something to arrive during a fixed period, you can have a refund if it doesn't arrive.

Exam papers are not an exception under the law. It's funny how so many retailers/suppliers think they can ignore the law.