Very trivial - recovering money from goods never received (EU)

[ProvisionallyAnxious]

I was wondering if any of the legal eagles on Mumsnet could offer me some advice. In April I spent around £120 on some sports equipment, from a company based in Germany. They emailed me shortly afterwards to say that the item was out of stock but that they would be re-ordering from the manufacturer. After several weeks passed with no news I emailed them asking if the item had arrived and they said that it was permanently out of stock, and that I could either have a refund or order something else from their website. I said I wanted a refund, and they confirmed I would be refunded.

This was now over two weeks ago and I have not received my money back. Is there anything I can do (beyond sending further emails asking for a refund)? Can my bank take steps to recover the money? (I paid with a visa debit card). Should I just chalk it off as a loss?

It's very frustrating as, whilst money isn't so tight for it be a disaster to lose that amount, it was the money I had earmarked for the piece of equipment, which I now can't afford to buy elsewhere until they refund me...

I'd be very grateful for any advice!

if you bought the items with a CC then call your bank and get them to claim back payment as goods have not been received.

Did they give you a timescale for return of the money? Some retailers will specify that it can take up to 28 days (ridiculous as that may seem in this day and age). Why not email and ask them when you can expect the refund?

Update: still haven't received any refund, and they haven't replied to my latest emails. None of the emails they have sent me have indicated a timescale, just "yes we will do this". It doesn't help that this whole correspondence is happening in German, with the help of a friend and some trusty Google translate...

I paid by Visa debit card - can they try to recover the money or would it have to be done by credit card?

Has anyone ever made an EU small claims action (or threatened one)? I'd be keen to know enough to at least use the right language in trying to urge them into action on this!

Contact your bank and ask what they cando for you first.

Was the payment taken within the last 120 days? If so, visa debit cards can do a chargeback.

Try the European Consumer Centre who can offer practical assistance with consumer complaints www.ukecc.net.

Was the payment taken within the last 120 days? If so, visa debit cards can do a chargeback.

Perfect! Have run my bank and they are sending out a form for me to fill in. if chargeback doesn't work then I will see what the European Consumer Centre can advise.

Thanks to everyone for the advice!