Help! Aspinal won’t refund…

[WestieThames]

I bought my husband an anniversary gift from Aspinal - a stud box - and I paid extra for personalisation and gift wrap. I paid £110.95 in total for this. When it arrived the personalisation of his initials and the ‘a’ in the ‘Aspinal’ name printed on the box were peeling away as if not printed correctly.

I contacted Aspinal to say their product is faulty so I would like a refund, and I followed the returns procedure they directed me to.

Last week I received a refund for £76 - way less than what I paid! I think they have just refunded the price for the stud box meaning no refund for the personalisation (which was faulty on arrival), postage or gift wrap. Their T&Cs say they won’t refund the gift wrap, but there’s no mention of deductions for anything else. In any event, I thought that, if faulty, a product should be refunded in full?

Am I in the wrong (ie. I shouldn’t expect to be refunded any more) or are they?

They should refund in full, I would think. Have you tried calling them? I've ordered lots form Aspinal's over the years, although not during the last 4 or 5 years I guess. Their customer service used be patchy - slow, but always friendly and helpful.

Thank you for responding. No I haven’t tried calling. I emailed them over a week ago and explained what’s happened & that I was expecting a refund in full, but haven’t had a response. Will try calling on Monday. Their customer service is woeful!

How did you pay?

PayPal or Credit Card and you should be able to get a charge back

They’ve not got very good customer service and I don’t like the quality of most of their bags for the price point. I have one pretty little Aspinal bag, but when I ordered two in a sale a few years ago I was unimpressed, returned them both but was only ever refunded for one. I gave up trying to get the remaining refund as I just had so much else on at the time, but I won’t ever purchase from them again.

Oh how awful! That’s terrible, particularly when they (try) and market themselves as a higher end brand. I’ve never know a brand not just automatically refund the full amount for a returned product. Particularly one bought online. I will never be buying something from them again!

That’s a good point. I paid on my debit card so don’t think I get the same protections unfortunately

I had a bad experience with them their customer service is not good.

You don't have a legal s75 protection but visa can still do a chargeback:

https://www.visa.co.uk/how-you-pay-matters/chargeback-purchase-disputes.html

Check their T&Cs as most places don't refund for personalisation (and many won't let you return personalised goods at all). Did you take photos of the shoddy printing?

Yes, their t&cs mention personalisation generally not refunded unless faulty (which it is). Yes have photos I took when I opened the parcel - it’s not awful but it’s absolutely faulty and for it to arrive like this was disappointing

Thank you!