Online store refusing to give refund

[Mull3t]

really struggling to find an answer to this as to where I stand with consumer law in the UK. I bought some goods online from The Entertainer, when they arrived the packaging was severely damaged and I returned the next day (25/01) using their nominated returns company via Hermes (labels etc printing from Entertainer website). Fast forward to this week the tracking details still state the item is sitting at the national hub and hasn’t changed status since 26/01.

No one can tell me where the return is and The Entertainer are refusing to give me a refund (£210) until the goods arrive back to them.

I have contacted Hermes and the Nominated returns company for The Entertainer (Inteligent returns) who advise they cannot find the parcel but can see it has been checked in at the national hub.

Surely I must have some rights as a consumer, it’s nearly been 4 weeks since I sent the return off and no clear deadline has been given as when this can be resolved.

Any advice or anyone know of some details I can read though to build a case to get my money back?

 

[Mull3t]

I used Paypal? Should I go through the process with them to try and get my money back?

Haha nah wasn’t Lego.

 

[Mull3t]

If you used Paypal the process should be even easier, talk it though with them on the phone and explain you've returned goods using their (retailer) service and they are not refunding you.

Nice one will bell them tomorrow, just contacted Entertainer through PayPal to keep it documented there too.

 

[Mull3t]

The return was paid for and provided by Entertainer, and a third party seems to collect all the returns on their behalf.

Hermes was the courier, which seems to be the Entertainers preferred choice

 

[Mull3t]

Well it worked the advice from this thread, applied pressure on Paypal and social media and couple hours later a email confirming full refund.