Returned item no refund

bobbyspangles · 19 May 2017 at 15:16

I bought a T-shirt last week which arrived damaged (it had two holes on the sleeve where I assume it had been tagged at some point). I emailed the seller straight away, an independant clothing store with a website, and got a response more or less accusing me of causing the damage myself, but to send it back anyway for a refund. Well they received it last Thursday (proof of postage) and I've not heard anything and they have ignored my emails. What should I do?

All the info online seems more directed at larger purchases. I could write it off (£35) but after the tone of their first email I feel compelled to get my money back.

Syla5 · 19 May 2017 at 15:25

Assuming a card payment contact your bank and raise a visa dispute. Your bank will advise you on the next steps and best course of action.

CREATIVE!11 · 19 May 2017 at 15:35

Syla5 said:
Assuming a card payment contact your bank and raise a visa dispute. Your bank will advise you on the next steps and best course of action.

This

jimjamuk · 19 May 2017 at 15:55

have you asked them yet just to nudge it along - it might have been done in the last day or two but not shown in you account yet?

Rroff · 19 May 2017 at 16:25

Legally they will have some leeway on how soon they have to refund you - normally somewhere around 3-4 weeks - after which you'd have legal options including small claim action.

Scam · 19 May 2017 at 16:42

Yeah it should be on their site somewhere about how quickly they process refunds. I thought it was 14 days personally but I'm not sure. I'd nudge them and ask them to provide that information.

Rroff · 19 May 2017 at 16:43

A lot of companies will put 14 days in their T&Cs - IIRC legally the definition is a "reasonable" period of time which would normally be accepted as around about 28 days give or take - after which the consumer would have a number of legal options open to them.

bobbyspangles · 19 May 2017 at 18:02

Cheers for the suggestions. I've looked up debit card chargebacks and that looks like an option I can pursue, just have to wait 30 days first.

The terms on their site don't really go into much detail, though I have noticed they charge a £5 restocking fee which I believe goes against CCR for online purchases, so that doesn't fill me with much hope.

ShiWarrior · 19 May 2017 at 18:18

Always pay with credit card, your more protected by this sort of thing

BDEE · 19 May 2017 at 18:38

Restocking fees cannot be charged in the case of damaged items