To expect them to accept a return?

[allthatglittersaint]

Ordered a product that's semi personalised (has a phrase on it that could apply to many people but no name) online. When I was trying to pay the website froze so I thought the order hadn't gone through. I waited a few hours to see if I'd get confirmation email and didn't (wasn't in spam either) then saw a similar product elsewhere so ordered from there.

Two days later I get a despatch note from the first place saying my order is on the way! Now got two. I emailed them saying I didn't think the order had been placed, they said nothing they can do. Have tried to sell the product but most of my friends have finished their shopping now.

Am I within my rights to expect a refund, or not?

Hi OP

I think this page explains it.

From a quick skim read, you can request a refund up to 14 days after receiving the order you don't want/didn't think had gone through. You need to return it.

Once the company has the goods back, they have up to 28 days to refund you.

My skim read of the above, plus a bit more googling, indicates that they only need to refund personalised items if they are defective.

It’s personalised so yabu

I get that it's personalised (although not totally personal) it's the fact that their web page played up and I got no confirmation that's caused the problem, it's not like I just changed my mind.

YABU, if you weren't sure you should have checked before ordering another personalised item.
You went to a different supplier, it might be different if you'd contacted them and they hadn't replied.

Personalised items tend to always have wording somewhere that says they can't be returned, sorry OP I think you're stuck with two, gift it to someone else next year?

The transaction would have appeared pretty much instantly on your bank statement had it been made. If you had checked with your bank, (online banking or a phone call or online chat - lots of ways to do it) then you would have known and not made a second order. It's frustrating but if you're not sure you really should check.

I did, and no money had been taken (it got taken the following day)

What’s the item and what does it say?

It’s really hard to prove you didn’t receive a confirmation email, and yes I’d push back to see if they would accept it. Of course, you could have called your bank etc but given you’re most likely a normal person who assumed it hadn’t gone through cos immediate payment hadn’t been taken and no email received then I’m not surprised it didn’t cross your mind

Why didn't you check with the shop you were ordering from that they'd received your order if you're unsure it's gone through? Screenshot the issue. That's what I do.

Unfortunately I think it's on you to have checked with them if it had gone through before ordering elsewhere. You could have called them also you'd have noticed payment gone from your account. It could have been a problem with your internet rather than their website.

It sucks and clearly just a misunderstanding but I don't think they need to refund you.

You have no right to a refund of personalised goods. Sorry.

Sorry. The onus was on you to check before ordering another of the same item. If not personalised, you could have returned for refund, less postage. However, as personalised, you can’t return.

Unfortunately you don't have a right to a refund. Once its personalised (even semi personalised as you say) it's a tailored product and they're not obliged to refund you.

No you shouldn’t expect a refund it’s personalised.

The sensible thing would of been to message the seller asking if it went through before ordering another one.

It’s your own fault.

If you didn't get an email confirming the purchase you can always ask about a chargeback through your card provider.