No response to refund requests

[Purplelemon7]

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

Under the distance selling regulations they have to offer a refund if you've told them within 14 days of receipt of the item that you want to cancel. The rationale being that you didn't see the item in person in a shop, but ordered based upon a picture on a website or catalogue, so you have the right to change your mind if you don't like it.

Assuming it was a shop not an individual you have a legal right to return within 14 days. Raise a claim with your card provider if they are not responding.

You'll have to pay return postage costs (~£4?) if you get asked by your card provider to return it.

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

Wrong. If the item is bought remotely the buyer has 14 days from receipt to return for any reason. Plus the seller said they would cover the return cost. The op is not in the wrong.

www.businesscompanion.info/en/quick-guides/distance-sales/consumer-contracts-distance-sales#Returnofthegoodsfollowingcancellation

That isn't what the OP says @IcedOatLatte.

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.

Nothing about it being free.

If you are not going to wear it and of course after checking the company is still there, I would send it back paying the postage and then take it further if you don't get a refund. If you do get a refund then just review accordingly or comment on IG, Twitter or Facebook page.

I had this problem. I posted on Twitter, Instagram and FB and kept repeating the posts when they took them off. Unfortunately they were a company that although had a UK web address were based in China, which I did not know when placing the order. I tried for over 6 months but had to write off the £98 as there was no way I could get in touch or force a response.

Have you got it in writing like email about free postage or was it a phone call, phone call probably won't mean anything.

If you post it back, get it signed for on delivery. They sound shifty as fuck to me.

I would probably look into the company to see where it is based

Yes I have it on email that they said that I can return for free of charge. Also have it on email that they agreed to refund and were going to provide return label.

There’s no return address on their website and nothing on or in the box

If Distance Selling regulations apply, send an email saying you plan to return the item on x date (there are time constraints) to y address unless they send you a returns label.

She's said in her later posts that the company confirmed it was free of charge to return

If you Ok to name them I'm sure posters will be able to find their addres is no time at all

Look on Companies House. If they're a limited company they'll have an address on there.

What company is it? Are they definitely ignoring you and not just busy? Do they have phone numbers? Have you tried messaging on social media?

Sometimes it's not as simple as that, I needed to return some jewellery and even though I had to pay postage myself, I needed them to send me the address for it to be mailed to, it was a PO Box, not simply the registered address off the business.

I agree about comments on social media. Sadly the most effective way of getting action from many companies.

Speak to your bank and request a chargeback. There'll be a form to fill in. The bank will ask you to return it which you'll have to do, or evidence that they won't provide you with a returns address. Then they can file the chargeback and the Visa regulations apply. I did this recently and got my money back (minus the return postage).

Please name the company op. One of us will be able to find it for you. 😊

For future reference for anyone shopping online, it is illegal for a company to not show their trading address (not a P.O. Box, not their accountants address, their actual trading from address) on their website under the Consumer Contract Regulations. They should also have a phone number and email. If they don't show these things, avoid them, because then things like this happen. If they break the law in that area, can you really trust who you are buying from?
OP do a chargeback. If you can show you have no returns address then you will not have to send it back. The company will feel the sting on that as not only will they lose the product and money, but their card processor will charge them a fee for the privilege.