To think I should get a refund.

[seashells11]

Just wondered if anyone could advise me about this matter. I recently ordered a furniture item online, but on arrival it was badly scratched. I returned the item following their returns system. That was 4 weeks ago. I've sent emails, made phone calls etc asking when I'm getting refunded. They finally emailed me yesterday saying they'll credit my account. I paid for this item in full. I wanted it refunding into my bank. Surely I have that right? Any advice welcome.

It sounds like they are going to credit your bank account, not sure why you think they're not? Unless you haven't explained clearly.

If the item is damaged or not as described you are entitled to a full refund if that's what you want. They're hoping you'll accept the credit on your account so you still buy from them but you don't have to allow this.

If it was over £100 and you paid by credit card you might be able to claim on that, if the seller refuses to abide by the law.

I would take the reference to crediting your account to mean a refund into your bank account.

So they're refunding your bank account, or do you mean something like Next or a catalogue and they are putting refund to that?

It sounds like the are issuing you a full refund.

You’re getting refunded into your bank account. What do you think they mean?

I read it as a refund to her account with the furniture company, so more like a credit note.

Credit to your account is a refund, surely?

I'd say they're offering a credit note so you have to use that to but from them again.
You don't have to accept this and can insist on a full refund instead.

*buy

@nonetcurtains

I'd say they're offering a credit note so you have to use that to but from them again. You don't have to accept this and can insist on a full refund instead.

I agree. Push for a refund and quote the distance selling regulations.

Sorry I should have been clearer. They said they're crediting it into my account with them, as in a credit note for future purchases. They definitely didn't mean into my bank account.

If goods are damaged then you're entitled to a full cash refund - you don't have to accept a credit note which is what they're trying to fob you off with, you need to reply saying no thanks Il have my cash back

www.which.co.uk/consumer-rights/advice/i-want-to-return-my-goods-what-are-my-rights-ams3G2z9V7lW

Very helpful site on your rights here. "The seller’s returns policy can't require customers to take vouchers where an item has been returned because it is faulty. "

assuming you paid on credit card, if they continue to fob you off then contact your credit card company they will he able to help

Is it someone like Next, where you have a credit account and everything is charged to that, but you've paid the amount off straightaway? If so, ask for them to refund you the credit balance on your account.

If it's not that, reply stating you expect the refund by the same method you paid.

@BobbinThreadbare123 OMG, I helped write the original version of that page! Amazing to see it shared here on Mumsnet.

And yes OP, you're entitled to refund back to your original payment method for faulty goods.

Thanks everyone, they've been so difficult to deal with, I'm going to ask for a proper refund, as I don't want to deal with this company again. I know it's going to be hard work to get it though.

If you paid by credit card hand it over to them.
I have done this the first moment I sense any difficulty and it is always resolved in days.

I don't buy anything of any value accept by credit card for this reason.

@WeeWelshWoman you should be proud - it is super clear and in plain English.

I'd google which consumer rights (phone isnt letting me post a link). If the item is faulty or damaged and you have returned within a reasonable time you are entitled to your money back. I'd contact them and ask about their escalation procedure and that they follow this, and quote the relevant act.

Thank you @BobbinThreadbare123 :)