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AIBU?

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Original poster

No response to refund requests

45 replies

Purplelemon7 · 15/06/2022 07:16

Hi,

I brought an item of clothing from a small company. Asked about the colour before ordering and was told if it wasn’t what I wanted I could return it. It has now been several weeks of me chasing them for a return label and they aren’t responding. Any idea what I can do? Unfortunately I used my debit card rather than credit card. Thanks

OP posts:
greywinds · 15/06/2022 07:18

phone your bank and see if they have any options - seems doubtful. Alway PayPal if you can - but they have a 180 day limit on claims

Skyeheather · 15/06/2022 07:23

You are not legally entitled to a refund because you "don't like the colour" so it's not down to them to pay for your return (they only have to pay if the item is faulty or they sent the wrong thing).

Why don't you send it back yourself via Royal Mail or other carrier? Send it recorded so you know it got there.

Original poster
Purplelemon7 · 15/06/2022 07:25

@Skyeheather even though I have an email from them saying before I ordered that if it’s not the colour I need then I can return free of charge?

OP posts:
Original poster
Purplelemon7 · 15/06/2022 07:25

Also they did respond to my first email saying they would provide the return label and after telling them which option I wanted they have gone quiet.

OP posts:
Hereforthenthtime · 15/06/2022 07:35

You need to pay the return postage unless you used PayPal then they will pay using 'the returns on us'

Skyeheather · 15/06/2022 07:35

If the company pays for your return then they will make a loss on the item through no fault of their own. A big high street store can afford to offer free returns because they can afford to take the financial hit from their profits, also they have so many returns that they get a big discount from the carrier. A small Company can't afford to lose money like that.

Can you email them back and ask for the return address, saying you will post it back yourself?

Does the Company still exist? Can you phone them?

Hereforthenthtime · 15/06/2022 07:36

Oh just see that they said return is free of charge

Original poster
Purplelemon7 · 15/06/2022 07:38

Company still exist as I can see that they are posting on their Instagram.

OP posts:
Original poster
Purplelemon7 · 15/06/2022 07:41

Even if I did return myself I don’t feel like it’s a reliable company given the experience I’ve had so far. So I would have lost out about £100.

I don’t think it’s right that they are not honouring their statement that they would return free or charge if it wasn’t what I was looking for.

OP posts:
Hereforthenthtime · 15/06/2022 07:42

Alway best to use PayPal if there is any doubt about free returns, you can claim back up to £15 for return postage up to 12 times a year

Original poster
Purplelemon7 · 15/06/2022 07:45

Yeah have learnt my lesson about using PayPal in the future. It’s the first time I’ve experienced this!

Now need to figure out how I can get my money back…

OP posts:
Clymene · 15/06/2022 07:46

Purplelemon7 · 15/06/2022 07:16

Hi,

I brought an item of clothing from a small company. Asked about the colour before ordering and was told if it wasn’t what I wanted I could return it. It has now been several weeks of me chasing them for a return label and they aren’t responding. Any idea what I can do? Unfortunately I used my debit card rather than credit card. Thanks

That doesn't mean it's free, just that you can return it.

How do you expect small businesses to survive?

BusterGonad · 15/06/2022 07:46

Skyeheather · 15/06/2022 07:23

You are not legally entitled to a refund because you "don't like the colour" so it's not down to them to pay for your return (they only have to pay if the item is faulty or they sent the wrong thing).

Why don't you send it back yourself via Royal Mail or other carrier? Send it recorded so you know it got there.

Not true. If the company has a refund policy, for example 30 day refund policy and the consumer purchased something within this policy, then it is legally binding. Many stores offer refunds for no other reason than changing your mind. Yesterday I bought a t shirt. The refund policy is 14 days. If I return the t shirt tomorrow and they refuse to refund it then they are breaking the term of the agreement and therefore breaking the law. It isn't up to the store to chop and change their policy when it suits them. The op should get her refund if it was stated that they had a refund policy to begin with.

gamerchick · 15/06/2022 07:49

You spent 100 quid on a top?

MagneticRubberDucks · 15/06/2022 07:51

What does their refund policy say about who pays for return postage?

it’s unusual for smaller companies to pay for the return postage unless the item is faulty.

Hereforthenthtime · 15/06/2022 07:52

There are laws concerning refunds that they have to follow but they don't have to provide return postage if not faulty, if you paid postage to receive it they do have to repay that if you send the whole package back

IcedOatLatte · 15/06/2022 07:53

Clymene · 15/06/2022 07:46

That doesn't mean it's free, just that you can return it.

How do you expect small businesses to survive?

Show quote history

So if the company says you can return it free of charge you should assume that's a lieConfused

Hereforthenthtime · 15/06/2022 07:57

What are the actual t&c on the website about returns and postage costs

Original poster
Purplelemon7 · 15/06/2022 07:57

Even if I have to pay the postage (which I don’t think I should if they said the return was free of charge) what about their sudden silence. Should I really return the item to a company who aren’t responding despite several emails? Isn’t it likely that they will take the item and not refund me? Feels a bit risky to me…

OP posts:
Original poster
Purplelemon7 · 15/06/2022 07:59

Ive just looked on their website and it says return postage is paid by the customer. So either they lied to me to get my custom or their “co founder and manager” doesn’t know their own policies?

OP posts:
Stevienickssnickers · 15/06/2022 08:00

I'd put a message on every social media post they do. If they're not responding to emails but posting on Instagram maybe that's the best way to contact them.

oviraptor21 · 15/06/2022 08:01

www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/#h-if-you-bought-the-item-online-over-the-phone-or-by-mail-order

There's also a consumer helpline which will help to pin down your options
"Contact the Citizens Advice consumer helpline on 0808 223 1133 if you need more help - a trained adviser can give you advice over the phone. You can also use an online form."

Original poster
Purplelemon7 · 15/06/2022 08:01

There’s also no address on the website to send the return to. They responded to the request for a refund saying they would send me a Hermes or Royal Mail QR Code when I confirmed which I wanted.

OP posts:
Gensola · 15/06/2022 08:01

Is it Hope and Ivy? I had a very similar experience with them recently and will never buy from them again. Totally incompetent and disorganised. Took 3 weeks to refund me and ignored all emails.

Athenajm80 · 15/06/2022 08:02

Have you tried commenting on their IG posts? Sorry if that seems obvious but it often prompts the company to respond.