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Original poster

White Fox refund

180 replies

blackfluffycat · 14/11/2023 09:59

I could cry.

Dd asked for a WF hoody. I thought I'd check the prices for2 for both dds.

I put two into my basket to check the price without the discount (no idea why) and I stupidly pressed shop pay to check forgetting / not realising I didn't need to add my card details. I assumed once I got to that bit I would just not put them in.

I've paid for two at £50 each. If I genuinely meant to purchase them I would have used the discount.

They won't refund as they said I agreed to the terms and conditions and I can't afford to loose £100 and I don't want store credit!!!

My fault entirely but I've cancelled items before with retailers before they have dispatched.

I ordered Friday and emailed immediately and it's not been processed yet so I don't know why they can't refund.

I'm an absolute nob head. That's more than I have left for food all week!!!

OP posts:
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Original poster
blackfluffycat · 14/11/2023 10:08

Also my bank can't help as they have asked if I complied with their refund and return process which I obviously didn't.

OP posts:
HesDeadBenYouCanStopNow · 14/11/2023 10:11

Distance selling rules give you the right to cancel

www.gov.uk/online-and-distance-selling-for-businesses#:~:text=You%20must%20tell%20the%20customer,in%20the%20next%2012%20months.

Right to cancel
There are different rules for downloads and streaming servicess_.
You must tell the customer they can cancel their order up to 14 days after their order is delivered. They do not need to give a reason for cancelling.
If you do not tell the customer about their right to cancel, they can cancel at any time in the next 12 months. If you tell them about the right to cancel during these 12 months, they have 14 days to cancel from when you told them.

Rosiem2808 · 14/11/2023 10:11

I am sure you are allowed a cooling off period of 14 days OP

123ZYX · 14/11/2023 10:12

Does the distance selling 14 day cooling off rule not apply?

Hwory · 14/11/2023 10:14

Unfortunately White fox are notoriously difficult to get refunds from as they’re an Australian brand and don’t care about uk rules.

SiobhanSharpe · 14/11/2023 10:15

I thought anything you buy by mail order/online/distance selling can be returned within the period specified by the retailer (usually a minimum of 14 days).
Just return the parcel after it arrives, you will probably have to pay return postage but obviously this will be less than the cost of the goods.

Original poster
blackfluffycat · 14/11/2023 10:22

I've not had the items yet. They haven't dispatched them but won't let me cancel for a refund 😥😥😥.

I've heard stories on here but only today when looking for advice.

OP posts:
housethatbuiltme · 14/11/2023 11:15

Legally you have a right to change your mind... they cannot refuse.

TokyoSushi · 14/11/2023 11:17

Legally you can cancel, but whether it'll be that easy is another matter. The quickest solution might be just to stick them on Vinted when they arrive, they'll go very quickly.

WidowedMum · 14/11/2023 11:38

I’m so sorry they’ve put you in this position. I can’t stand companies like this just ignoring the law and getting away with it.

I think I would send them another email quoting the regulations and saying you’ll report them and have contacted your bank. Just try and scare them into cancelling. Also comment on any social media posts they put up.

Did the bank say when they could do something about it? I think you should make it very clear to them you didn’t intend to purchase as there’s something about that in the regulations.

Original poster
blackfluffycat · 14/11/2023 11:44

The bank haven't replied yet. (Online chat). WF should be WTF - have put my order on hold until I either ask for the item or credit.

OP posts:
Justhereforthechristmasthreads · 14/11/2023 11:50

Trouble is with them being Australian their rules aren't the same as UK.

Generally, a store does not have to give a refund or replacement if a customer simply changes their mind about a product.
Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

I think you may have to suck it up. If you do not want the store credit, you will have to ask them to ship your order then when it arrives sell it on (returning to sender won't help as you will have to pay postage to australia and then still only get store credit).

Sorry I know that doesn't help in the short term but seems to be the only way you will recoup the money

Sunshineboo · 14/11/2023 11:54

did you pay by credit card? if so worth raising with them - you bought in the uk so uk law should apply - however when i have faced this only my credit card company would help

WidowedMum · 14/11/2023 12:12

At least if you get store credit you could either order with the discount I assume? Or can continue trying to resolve with your bank without having the items to return. I wouldn’t reply to them until you’ve had advice from your bank though.

The company have a UK website and are selling direct to the UK so I’m pretty sure they have to abide by our laws.

Original poster
blackfluffycat · 14/11/2023 20:12

I'm not sure I could sell on and get my money back as there was a discount code but I didn't used it as I didn't intend to buy them then.

I used a debit card.

OP posts:
TheCave · 15/11/2023 20:41

If the website is targeted at UK consumers then technically UK consumer law applies and you are entitled to cancel within 14 days. However, this is something that even I (as someone who specialises in consumer protection law and basically fights companies like this in my - admittedly very limited - spare time for fun) wouldn't count on winning against an Australian company. But you might as well try, as you are in this situation. I'd try a chargeback through your bank if possible, but you might not win that. For future reference, I don't recommend buying stuff from websites which are clearly operated from abroad. For one thing, they ignore UK law, and the other issue is that if they do allow returns, you normally have to pay the cost of returning the item to somewhere far away and it's just too expensive.

ToniTTtopaz · 15/11/2023 20:56

They'll take at least a week to reply and the 3-5 delivery days is also bullshit

Inastatus · 15/11/2023 20:58

@blackfluffycat - don’t worry, I’m sure you will easily sell the spare hoody if you can’t return it. White Fox is hugely sought after.

Original poster
blackfluffycat · 15/11/2023 21:04

Inastatus · 15/11/2023 20:58

@blackfluffycat - don’t worry, I’m sure you will easily sell the spare hoody if you can’t return it. White Fox is hugely sought after.

Thanks. They had a 40% and a 20% discount code that I could have used though. They will be able to buy cheaper direct 😥

OP posts:
Original poster
blackfluffycat · 15/11/2023 21:05

TheCave · 15/11/2023 20:41

If the website is targeted at UK consumers then technically UK consumer law applies and you are entitled to cancel within 14 days. However, this is something that even I (as someone who specialises in consumer protection law and basically fights companies like this in my - admittedly very limited - spare time for fun) wouldn't count on winning against an Australian company. But you might as well try, as you are in this situation. I'd try a chargeback through your bank if possible, but you might not win that. For future reference, I don't recommend buying stuff from websites which are clearly operated from abroad. For one thing, they ignore UK law, and the other issue is that if they do allow returns, you normally have to pay the cost of returning the item to somewhere far away and it's just too expensive.

I had no clue where they were based either. My daughters asked for one for Christmas. I had never heard of them.

OP posts:
Thedm · 15/11/2023 21:05

You can’t cancel the order. You have to wait until you receive it and then return it. They can’t refuse a refund but they can refuse to cancel the order.

Original poster
blackfluffycat · 15/11/2023 21:06

ToniTTtopaz · 15/11/2023 20:56

They'll take at least a week to reply and the 3-5 delivery days is also bullshit

They replied but it wasn't helpful.

They just quoted their T & C's. Would anyone really read those when buying a £50 jumper?

OP posts:
Original poster
blackfluffycat · 15/11/2023 21:07

Thedm · 15/11/2023 21:05

You can’t cancel the order. You have to wait until you receive it and then return it. They can’t refuse a refund but they can refuse to cancel the order.

They don't refund either.

OP posts:
Threeboysadogandacat · 15/11/2023 21:55

Could you take the credit then re order using the discounts. You will get more for your money. You can gift one to your dd a sell the others, hopefully breaking even or even making a bit.

Timeforallthecheese · 16/11/2023 07:15

I was going to order but I don’t understand what you’ve done. Is this something I need to be aware of on their website?