I think I've been an idiot...but I'm seething.

[TalentedMsRipley]

I ordered/paid for a sofa from an online shop. I realised a few days later that I couldn't actually afford it and asked for a refund. I was promised refund had been requested and would take 2 weeks. 3 weeks passed....and no money.
They promised money would be in my account soon.

I rang today and the girl said she actually just found out the other day that they don't do refunds. At all.
I feel I was misled, as in the mean time I borrowed money from my family to buy a slightly cheaper sofa, on the understanding that I was to receive a refund from this first company.

Any advice? It's a tiny company, run by one woman. Shes now ignoring my calls & emails.

Meant to be in Money....sorry.

Did you pay by card? Do a chargeback with the bank.

They have to give refund. 2 weeks cooling off period applies

What do the T&Cs say? Most brand websites will say what their returns and refunds policy is.

If you bought online you have a 14 day cooling off period legally. So you can get your money back

Even if it was 6 weeks ago? Thanks

Distance selling regulations mean you have the right to change your mind within 15 days unless this was a made to order item. Did you pay by credit card or PayPal? Both will refund you. Or try contacting the Citizens Advice Bureau for more help.

Did you even take delivery of the sofa? They cannot charge you for goods they never dispatched. If you have returned the sofa within 15 days they should have refunded you.

You cancelled within the 2 week period, didn't you?

How soon after placing the order did you request to cancel it, and do you have the request in writing?

If you let them know within two weeks that you were cancelling the order, you can argue that the order should no longer exist, as you exercised your legal right to cancel within 14 days... Did you request a refund via email or on the phone?

Unless the sofa was made to order or personalised at all, which could change whether you have the legal right to cancel...

When did you cancel it and how?

Have you got a record of when you contacted them? Phone log or email? You have 14 days to cancel without reason and you did. I'd contact trading standards (or whoever deals with online sales)

Not made to order! And yes, I requested the refund within 14 days. Thanks. What do I do if they keep ignoring my calls and emails?

Distance selling act has been replaced by the consumer rights act.

The consumer rights act states that anything you order online can be cancelled and refused add if you let them know within 14 days. Did you?
If you did, then it doesn't matter how long ago it was now. If you told them within the timeframe then she legally needs to refund you. Call from a number she wont recognise and explain that.

Do you actually have the sofa?

I have a log of the whole email chain, however, halfway through (sorry to drip feed!) the assistant started suggesting other sofas I could go for which were better value. I ummed & ahhed for a few days but then still asked for the refund. It was then my emails started being ignored.

Social media may also be your friend here. If she has any social media presence then just publicly explain your statutory rights on there.
Dont say anything mean or snide or provocative. Just the facts and how your rights apply publicly.

Request a refund again and also try asking your bank if they can help. I think if it comes to it you will have to take her to the small claims court.

If they ignore you I would send very firm email pointing out the law and contacting trading standards (TS can't help you get refund, but will investigate their conduct)
How did you pay?

I did everything by email until today when I phoned.

I paid by card. I can't understand why she only disclosed that they don't "do" refunds 3 weeks after saying she'd requested one for me.

Small claims is all done online now.