Online Retailer refusing refund

[reyna12]

I recently bought good from an online retailer and now have no need for them yet the are refusing to cancel order and give a full refund.

Could this be against uk trading standards and if so what can be done?

[Brian Turner]

How long ago were the goods purchased? I am under the impression that most EU merchants are required to offer some form of period where they are obliged by EU law to refund monies upon an order being cancelled. Usually around 10-14 days, I think.

Even if that's not the case - so long as you have not actually received the order itself, or signed for any goods, then simply send a polite e-mail to the company, telling them that you will no longer require the order and can they please cancel this as implicitly stated. Then, in the very last line of that e-mail, state the following sentence:

I would rather not have to resort to issuing a chargeback.

Yours Sincerely,

(your name here)

Do that and I pretty much guarantee you'll get your money back.

(Btw - this does not constitute legal advice - just personal advice ).

[paul andrew]

Hi

Just lifted this from my site http://www.h-e-d.co.uk/returns.htm

1. Legal compliance - This returns and refunds policy is in accordance with the EU Distance Selling Directive which came into force in October 2000 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. This law applies to all transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.
2. Your rights as a consumer - In accordance with the law, you have a 7 day 'cooling off period' in which you have the right to cancel your purchase and receive a full refund. You do not need to give a reason for canceling your purchase. We are obliged to refund your payment in full within 30 days of your cancellation[/justify]


Hope this helps
regards
Paul

[Brian Turner]

Good call, Paul.

[JamesSmith]

Does this apply when purchasing a car from a proper garage?

[rcslimited]

) yeah, give them a charge back will soon change their mind!!

chargebacks are the bane of the online auction industry so many reports state...at least the people on paypalsucks.com do!!

[Brian Turner]

The people at paypaysucks.com don't like many things.

[Lime One]

Remember that the Distance Selling regulations do not apply to business to business transactions so you need to put more information into your question about the nature of the transaction. If you wanted to cancel as a consumer then you have the 7 days of the regulations to protect you but if you have gone beyond these then you need to look at the refund policy and check whether that is in line with the Sale of Goods Act. If this is still a problem for you please post on here ( with timescales) and we can post a response for you.

[Brian Turner]

Hi Lime One and welcome to the business forums.

I'm sure I've seen that site before - but darn if I know why.

[bumfluff]

You can also mention that you're happy with their service and would use them in future (even if you have no intention of doing so). This way they make the effort in order to secure further custom from you.