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?

@dementedpixie

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?

There is no such law on this

@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

Agreed. Which is crap if they takes ages to deliver but I've never known it to be from the date of delivery, always from the order date

@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

Literally never seen a single example of this, ever How would it be in any way logical to make it from the date of order.

@Toanewstart23 I think you'll find the Consumer Contracts Regulations cover this www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations-ajWHC8m21cAk

Your right to cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch.

This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back

You said it was 28 days

The regulations you post is 14 days

@Toanewstart23

You said it was 28 days

The regulations you post is 14 days

14+14 = 28

Maybe read this part again

This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back

** When you do not have to offer a refund
You do not have to refund a customer if they:

knew an item was faulty when they bought it
damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it**

www.gov.uk/accepting-returns-and-giving-refunds

No obligation to offer a refund if reason is simply don’t want

** When you do not have to offer a refund
You do not have to refund a customer if they:

knew an item was faulty when they bought it
damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it

Ah that’s in person
Different if online

Yes, online sales are completely different to buying instore and you have the right to return goods for no reason

Well, to further complicate things, the parcel is saying delivered, but has not turned up with us

I will email them. They don’t seem to like email, but I am deaf.

@CorrBlimeyGG

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.

Well spotted . Yes it is GS.

Just to emphasise for the benefit of those who are posting about the regulations that, since the retailer gives buyers 30 days to return goods, that is the time limit that applies regardless of the regulations.

Did you pay with PayPal?
If so just go through them. They will pay your return postage too. I think they give 160 days or something.

Is the returns address outside the UK? Just wondering if it's being refused because the customs paperwork is incomplete or inaccurate. If this is the case, the retailer would be charged import fees and would refuse the parcel. This could explain why the policy / service has recently changed (due to Brexit as it wouldn't have have been an issue if we were still in the EU).

@ffscovid

Is the returns address outside the UK? Just wondering if it's being refused because the customs paperwork is incomplete or inaccurate. If this is the case, the retailer would be charged import fees and would refuse the parcel. This could explain why the policy / service has recently changed (due to Brexit as it wouldn't have have been an issue if we were still in the EU).

No, the return address is in Dunfermline.