Seller refusing refund and returning parcel

[StarsAreWishes]

I’m having some difficulty with an online retailer.

It’s a medium sized clothes retailer that I have bought from for years.

As usual, I placed 4-5 orders in their sale after Christmas. Return policy was “within 30 days”. Each order took about 2 weeks to arrive. I returned at least one item from each order, within 30 days from when each individual parcel was delivered to me.

I have just received notification that all my returns have been posted back to me - and no refund. No reason given.

They have some recent form in this respect, although they have been fine for years before that. I preordered several items in the autumn. They delivered them late, and one of them very, very late, and then refused my return by saying it was out-with the 30 day return period.

Do I have any comeback? And what should my next steps be? Currently the parcel is still in transit back to me. Should I refuse delivery?

Hopeful bump? Trying to figure out if I need to reject the parcel tomorrow.

Could I pursue a refund through PayPal maybe?

Who is the retailer and why did you buy from them again after the last bad experience with them?

The last bad experience overlapped this one. Ordered in Autumn, delivered just before Christmas, returned very early Jan, and then a week later (mid Jan, so after I made the sale orders) the parcel turns up back with me again. Answer phone message claiming they delivered it months previously so I was outside the returns window.

I don’t want to give the name of the company just in case it is some strange aberration that can still be sorted out.

If their return policy says you can return items for a full refund provided you do so within 30 days, that is legally binding. If they refuse a refund, you could take them to court.

Re PayPal. Report the matter to them with any evidence that you have. They are brilliant at sorting things out.

The return period should start from when it's delivered.
Does it say anything in the small print

Thanks. I think I’ll refuse the delivery tomorrow and try to reason with them, then try PayPal.

I’m not sure if PayPal might think it’s odd with it being multiple transactions, but I have all tracking numbers etc.

The company maybe think it looks a bit dodgy since multiple orders were placed and something returned from them all at the same time but I would expect them to contact you to discuss before just sending the parcels back to you.

Could they be trying to delay so that when you send them back again it's out with the 30 days?
Do you have proof of returning the items?

I would try contact the seller again tomorrow either by email or phone but if you don't get anywhere with them then definitely contact PayPal to try get a refund that way

I just had a look on trustpilot ☹️ Lots and lots of reviews with people saying the same thing - loyal customer for years, but really strange behaviour from customer service in the last 6 months.

@StarsAreWishes I wonder if they've perhaps been bought over by another company 6 months ago or so, would explain the sudden change if they've normally been great for years

Do their terms and conditions include sales items in their 30 day returns allowance? Legally, they only have to offer you 14 days to notify them that you wish to return something and another 14 days to actually get the stuff back to them.
The 30 days for returns is just an extra and often if you read the small print, sale items are excluded from the enhanced returns period and are only accepted within the legally necessary timeframe.

No, no exclusions listed that I can see.

RETURN POLICY - You have 30 days to make up your mind, so you can try your clothes on in peace & quiet at home.

EXCHANGES & RETURNS – We accept all exchanges and returns for a full 30 days. The right to return is exercised by returning the goods. In the case of returns, a deduction may be made depending on the condition of the goods. If you choose to cancel your purchase, you are responsible for the cost of the return freight.

MAKE RETURNS SIMPLE
Returns for Exchange – If you are returning items for an exchange, then you can return them using UPS using the pre-paid label enclosed with your order and there is no charge to return them. Alternatively, you can return using Royal Mail or another method at your own cost.

Returns for Refund – If you are returning items for refund, then you can return them using Royal Mail or another method at your own cost and a full refund for the item is given. Alternatively, you can return using UPS but there is a £10 charge for using this service which will be deducted from your refund.

If you choose another item to exchange for then we will either refund the difference if it is of a lesser value or take the extra amount from the original payment method if it is of a higher value (please note if you used PayPal in the first instance, we will need to contact you to arrange the extra payment).

[quote Lou98]@StarsAreWishes I wonder if they've perhaps been bought over by another company 6 months ago or so, would explain the sudden change if they've normally been great for years [/quote]
Nothing that I can see from a quick Google, but I guess it’s possible.

Honestly they are probably just fed up of folks ordering multiple things and waiting until the last minute to return it legally you only have 14 days .so if its nearer to 30 I get there point why did you keep it si long
The Christmas one they probably thought you wore it for party because you didn't return straight away .

@aprilanne
If they’re “fed up”
They should change their terms and conditions

And I am not for one minute suggesting you did just what they may think.

Is it Studio? I've heard they are going bust and people are struggling to get money back etc

@aprilanne

And I am not for one minute suggesting you did just what they may think.

Even if they did think that Unless evidence They must adhere with terms and conditions

Is the email from them or from UPS? I can see another complaint saying similar, the parcel was returned because the labels apparently fall to bits.

If it is GS, give them a call. There's a freephone number on the website.

Is it NL? I returned an item within the Christmas returns policy and it's just landed back at me saying it's past 30 days.

@aprilanne

Honestly they are probably just fed up of folks ordering multiple things and waiting until the last minute to return it legally you only have 14 days .so if its nearer to 30 I get there point why did you keep it si long The Christmas one they probably thought you wore it for party because you didn't return straight away .

It's 14 days to notify and another 14 days to return so you actually get 28 days in total legally

The problem for the retailer is that their terms and conditions apparently give consumers 30 days to return goods for a full refund. Since that is longer than the period specified in the law, it trumps the law. The OP is therefore due a refund.

I thought it would be 30 days from date of order, not date you received the items. Thats how most places i order from have been

The law is 28 days from receipt
If your parcel takes 2 weeks to arrive why should you have less time to send it back?

@Lazypuppy

I thought it would be 30 days from date of order, not date you received the items. Thats how most places i order from have been

I would interpret this retailer's policy as 30 days from delivery. They talk about giving you time to try your clothes on, which you clearly can't do if they haven't been delivered.

If a retailer has a returns policy allowing 30 days from the order, that would mean your time to make up your mind would be reduced if they took a long time over delivery.