Refund from The Perfume Shop

davejh666

davejh666

davejh666

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Timbucktoo
Hi all,

I ordered some perfume for the wife on Saturday 22nd December for delivery on Sunday 23rd December online from the Perfume Shop. I was unable to track they order online as their online tracking didn't work. We were in all day on the 23rd yet no item turned up.

I went to a local store on Christmas eve to buy her something instead. I tried to call The Perfume Shop but couldn't get through, guess being Christmas Eve they were either busy or not there. It turns out that the item did get delivered, but to my neighbour, who went away for Christmas and we only saw them yesterday.

I went into our local Perfume Shop today to get a refund, the item is still sealed and I have the receipt to be told they can't do a refund as I paid by paypal. I got into an argument with them regarding Distance selling regulations but they point blank refused.

How do I stand on this? I didn't receive the item in time, at no point did I give them permission to leave my parcel with anyone else. They never carded my property when they left the parcel. I though under distance selling regulations I had 14 days for a full refund? It isn't my problem they can't refund to paypal. If they can't refund they shouldn't accept it?

Any advice would be helpful. Thanks.
 
PayPal dispute, you'll have to return it, at your expense probably.

Have you contacted them via the website? I'd not expect what is probably a Christmas temp to know what the policy is wrt online purchases, refunds and payment methods tbh
 
My wife bought something from H&M online using a guest account/PayPal

She had to take it back to a store and they had no problem 'refunding' her. Though the refund was store credit rather than funds back to her card...
 
Thanks all.

Was offered in store credit, but it is no good to be honest. Won't use them again for a year! Yes contacted them via email and just got pointed to their terms and conditions which do state they won't refund if paid by paypal will only exchange in store.

As I said, this is their policy, but is this not against DSR which states I am entitled to a full refund if bought online within 14 days for any reason?

Thanks.
 
This is the main downside to paying with PayPal, in store staff can't refund you, this is the case for most retailers. Local shop people are not going to have a scooby about PayPal nor is it likely a standard POS system will be able to do it. But instead of moaning on the internet I would have called them first... the number is right at the top of their web page.

Have you even looked on their website? You can print off a free returns label, drop it off at your local corner shop and they'll sort the rest.

Their T&C's state they can't refund PayPal in store, it doesn't say they don't refund PayPal purchases. What they have told you is well inline with DSR/CRA, because you paid with PayPal they can't process it in store and you have to send it back to the web store for a refund. You also have 90 days to return it which is well in excess of your statutory rights.

https://www.theperfumeshop.com/terms-and-conditions

6.4 After you cancel your order and return the Products, any sum debited by us to your credit/debit card/PayPal will be refunded in full (including the cost of delivery if you paid for delivery). We may make a deduction from the reimbursement for loss in value of any Products if the loss is a result of unnecessary handling by you. We will notify you of your refund via e-mail within a reasonable period of time. We will usually refund any money received from you using the same method originally used by you to pay for your purchase except PayPal returns in store. Refunds for Products purchased as gifts can only be given to the credit/debit card of the person who placed the order. We will process the refund due to you as soon as possible and, in any case, within the earlier of (a) 14 days of the day we receive back the Products from you; (b) 14 days of the day you provide us with evidence that you have returned the Products; or (c) where no Products were dispatched 14 days of the day you provide your notice to cancel the order.

Just send it back and get the web store to deal with it, I really don't see what the problem is.

https://www.theperfumeshop.com/returns-and-refunds

We are happy to offer you a refund or an exchange if the product you are returning is in a fully resaleable condition i.e. unopened and unused, and the return is made within 90 days. In this case you can either:

Return to Customer Services. To return your item to customer services, please print off your free returns label by following this link https://www.collectplus.co.uk/theperfumeshop and take your parcel to your local Collect+ drop off point. Once we receive it we will refund the goods in full.
 
b0rn2sk8 said:
This is the main downside to paying with PayPal, in store staff can't refund you, this is the case for most retailers. Local shop people are not going to have a scooby about PayPal nor is it likely a standard POS system will be able to do it. But instead of moaning on the internet I would have called them first... the number is right at the top of their web page.

Have you even looked on their website? You can print off a free returns label, drop it off at your local corner shop and they'll sort the rest.

Their T&C's state they can't refund PayPal in store, it doesn't say they don't refund PayPal purchases. What they have told you is well inline with DSR/CRA, because you paid with PayPal they can't process it in store and you have to send it back to the web store for a refund. You also have 90 days to return it which is well in excess of your statutory rights.

https://www.theperfumeshop.com/terms-and-conditions

6.4 After you cancel your order and return the Products, any sum debited by us to your credit/debit card/PayPal will be refunded in full (including the cost of delivery if you paid for delivery). We may make a deduction from the reimbursement for loss in value of any Products if the loss is a result of unnecessary handling by you. We will notify you of your refund via e-mail within a reasonable period of time. We will usually refund any money received from you using the same method originally used by you to pay for your purchase except PayPal returns in store. Refunds for Products purchased as gifts can only be given to the credit/debit card of the person who placed the order. We will process the refund due to you as soon as possible and, in any case, within the earlier of (a) 14 days of the day we receive back the Products from you; (b) 14 days of the day you provide us with evidence that you have returned the Products; or (c) where no Products were dispatched 14 days of the day you provide your notice to cancel the order.

Just send it back and get the web store to deal with it, I really don't see what the problem is.

https://www.theperfumeshop.com/returns-and-refunds

We are happy to offer you a refund or an exchange if the product you are returning is in a fully resaleable condition i.e. unopened and unused, and the return is made within 90 days. In this case you can either:

Return to Customer Services. To return your item to customer services, please print off your free returns label by following this link https://www.collectplus.co.uk/theperfumeshop and take your parcel to your local Collect+ drop off point. Once we receive it we will refund the goods in full.
Click to expand...

Thanks for that. Yes I did try calling them but couldn't get through.

Going to be honest, I didn't read their T&C's as that the first time round, that is my fault. I though it said it wouldn't refund paypal at all, sorry, my bad!

That is obviously why they couldn't do it in store, will get a label and print it out tomorrow an get it sent back.

Thanks again.
 
wedrum said:
Just give the perfume to your wife.

Result
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She already has the perfume I bought from our local Beales. I need the money back on this so I can buy my present. If it was £40 or £50 I probably wouldn't worry, but it is over £100, so she ain't having 2 of those!
 
Pretty sure the store don't have to do anything (other than out of goodwill and convenience for the customer). You bought from the online shop, so contact them. They have a free returns service.

https://www.theperfumeshop.com/returns-and-refunds

A store won't have access to the unique paypal account to give you a refund.

They only have cash, gift cards and card machines.
 
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