What on Earth should I do about this refund?

[Lanique]

I ordered some items with a 14 day money back guarantee. Due to the company messing me about over the main order, I no longer need these extra and wish to return them. However, you need a return code from the company to do so.

I have emailed them twice now and they haven't responded. I've also tried calling several times and no one is picking up the phone!

I'm concerned that if I don't get this code with ample time to return the items, they will fall out of the money-back guarantee.

I can't get hold of my credit card company either for advice! Everywhere is screwed at the moment!

Should I just send back the items regardless?

Have you googled the company? trust pilot or similar? For some, this is their business model.

No, they won't accept them without a code and you may just lose them.

Can you go through the returns process on their website?

Or post on Twitter? That usually works when all else fails.

No returns process on website.
I'm not on Twitter.
Will check out trust pilot.

They're hardly fulfilling their customer promise are they?!

Will my credit card company support me?

Sorry - returns process simply says to email them.

Well you do have proof that you emailed them. I guess you could send a recorded delivery letter asking for them to email you the code asap?

Thanks Mosaic, that's a good idea - might do that

Legally you have the right to cancel an order, this starts from the moment you place it and doesn't end until fourteen days after you receive the item.
After cancelling you have another fourteen days to actually send the goods back.

I would send them a further email stating that you wish to cancel the order as per your legal rights under the Consumer Contracts Regulations.

There are certain exclusions, if they've made something for you that is personalised for example.

I've found credit card companies are helpful but they will want to see that you've made attempts to get your money back, so keep all emails.

God! Which company/website did you buy from, name and shame them so I don’t buy from them
Hope you get a refund x

Do they not have a phone number? It's a legal requirement that email address, phone number and trading address are given to buyers before they purchase.

Sorry, I should have updated.

I finally got through to them on Friday after calling them about ten times.

Items now returned, now got to wait for the refund. 😬

So I won't name and shame them unless they refuse to refund me

Thanks for the advice on here.