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AIBU?

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Original poster

Online retailer refusing refund

28 replies

PottedPerennial · 14/04/2025 17:28

Not the most riveting thread, sorry - but all advice gratefully received!

I bought two identical products from an online store, and after opening the first (which turned out to be faulty but repairable) decided that I didn't want to keep the second one and returned it for a refund - paying my own postage, which turned out to be quite a lot as it was an oversized package. Now the online retailer is claiming that the item is incomplete. I didn't even open the package, as there was no point (and the retailer was really clear in their returns policy that if the packaging was damaged they would be shirty about refunding) - so either they're lying or they originally packed it with a part missing. Does anyone have any idea about my legal rights under these circumstances, if it comes down to my word against theirs? Do I just have to suck it up and tell everyone I know to avoid them or is there a way to take it further?

Frankly I guessed they'd pull something like this because of the way they responded to my query about the faulty part, insisting there was nothing wrong with it... but too late now! Argh. It just makes me very cross.

OP posts:
OhYeahOhYeah · 16/04/2025 10:04

PottedPerennial · 16/04/2025 09:29

Thank you, everyone! Update is that now (after I asked them directly if they thought I was making a fraudulent claim) they are saying UPS must have opened the parcel, removed the missing component and then retaped the parcel.🤪 They have partially refunded me (although got the original price wrong in their favour, which they have apologised for since I pointed it out but not yet corrected) and are telling me to seek compensation from UPS. I suspect without any evidence, UPS will throw me out of court - in which case I'll go back to the retailer and say I'll initiate a chargeback if they insist on charging me for something I never received.

Really appreciate the input from you all! I'm partly updating in case anyone in a similar position searches later (sort of thing I do), not necessarily because I think you will all be avidly awaiting developments... 😂

Just to let you know, if the company used UPS and that’s who you had to use for return, the contract with UPS lies with the seller and therefore they need to initiate a claim. If you chose them and paid them, then you do

Good luck. What faff! X

Original poster
PottedPerennial · 16/04/2025 11:46

Thanks, @OhYeahOhYeah - annoyingly I chose them, so their contact is with me. But if the shop says it's been damaged and then refuses to provide any evidence to support the claim I think I can ask for a refund from them, as they're the ones blaming UPS? I can see in the shop's FAQ's that if the roles are reversed they basically refuse to help if a parcel arrives damaged but you don't send photos within 48 hours of receipt... 🤔

OP posts:
OhYeahOhYeah · 16/04/2025 12:43

PottedPerennial · 16/04/2025 11:46

Thanks, @OhYeahOhYeah - annoyingly I chose them, so their contact is with me. But if the shop says it's been damaged and then refuses to provide any evidence to support the claim I think I can ask for a refund from them, as they're the ones blaming UPS? I can see in the shop's FAQ's that if the roles are reversed they basically refuse to help if a parcel arrives damaged but you don't send photos within 48 hours of receipt... 🤔

Edited

You can definitely go via your bank for a Chargeback if they dig their heels in. The bank will give them a specific time period to provide evidence (which they don’t have) and the money will be refunded to you xx

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