Rejected return

[Lucky2shoes]

I bought a coat for ds for Christmas and decided on another I briefly took the jacket out of the packaging then repacked and returned it but have had a message today saying refund rejected as its been worn and is in a unsuitable condition now I know shops don't even have to refund if you simply change your mind but the jacket was barely touched.
What would you do in this situation.

Try Money Saving Expert for advice on your consumer rights with this.

I have heard of this happening with a particular retailer but can't remember which one it was. Who were you returning it to? Sounds ridiculous to me

Did you order it online and how did you pay for it?

Was it bought instore on online?
Did it have labels on it?

It was bought online I think it had labels but I can't quite remember 😞

what shop?

Paid on credit card

Asos

It was meant for Christmas but I didn't think my son would like the material

I've used Asos for years and never experienced this

Have they sent back the coat ? Seems odd you can’t remember if it had tags as would have been very recent ?

Do a chargeback on your card

Tell them they must have the wrong item, because the one you sent was perfect.

Ask them for a photo.

They sent the catalogue picture of what they've rejected which I'd the correct jacket but not the actual one I received

I've told them I need proof of what this so called wear is

Zara did this to me, and they said there was remnants of perfume on the jacket. All I did was try it on!

Did you return within the specified timeframe?

Yes day after

I thought online had different rules about returns including changing your mind. Sure you can’t know what something really looks like, sizes etc online. I would definitely be complaining.

I've just read Trustpilot reviews and looks like it's common for them to try and keep your money. Try a chargeback through your credit card after trying again to get your refund

hmmm did you take the tags off or get any marks on the coat?

Never had this issue with ASOS and I order loads, I’ve even sent back worn clothes where the quality has diminished after one wear and they’ve refunded. Could be an error!

I’ve sent millions of things back to asos & they’ve always been great - very poor of them.
mid you returned the day after it was received how would it have been worn? Different if it’s a party dress but people don’t just wear a coat once! Get in to their customer service dept

Did you take the tags off?

Their fb page seems to have people complaining about non delivery, lack of refunds and poor customer service

I knew this would be ASOS as have read of this happening a lot with them recently. I think they are in trouble and would be very wary of ordering anything from them in future to be honest.