When purchases go wrong, know that your consumer rights to request a refund – Gareth Shaw

If you paid by debit card, you can ask your card issuer to initiate a chargeback, which means your bank collects the money from the retailer.

A This is a crazy situation and very bad practice on the part of the retailer. It would be understandable if he wanted to make sure the items were returned to them before processing a refund, but should this really extend to receiving items that were unrelated to what you ordered and , I guess, a large value gap.

You have rights enshrined in law to help you get your money back when you return items, and also when items are damaged or missing. Under the Consumer Contracts Regulations 2013, you should get a refund within 14 days of receipt of the goods by the merchant or after providing proof of returning the goods (for example, proof of receipt of the goods). postage), as applicable. earlier.

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If the retailer has offered to collect the goods, they must reimburse you for 14 days from the date you informed them of your wish to withdraw from the contract. This means that you don’t have to wait for the retailer to collect the goods to get your refund.

If you paid by debit card, you can ask your card issuer to initiate a chargeback, which means your bank collects the money from the retailer.

Under the Consumer Rights Act 2015, you must receive goods fit for purpose, of satisfactory quality and as described. If an item does not meet any of these criteria, you have a claim under the Consumer Rights Act. Your rights under the Consumer Rights Act are against the retailer – the company that sold you the product – not the manufacturer, so you should make any claims with the retailer.

You can request a full refund if you claim within 30 days of receiving the item. If you claim between 30 days and six months, you must give the retailer an opportunity to repair or replace the item before you can request a refund. After six months, you can still request a partial refund, repair or replacement, but the burden of proving that the item is defective is on you.

Who? publishes sample letters to help people make claims under both the Consumer Contracts Regulation and the Consumer Rights Act, at which.co.uk/delivery-rights. You must file a complaint with the retailer, demanding a refund under your rights.

However, if the retailer doesn’t budge, there are other ways to get your money back, although this will depend on how you paid for the item. If you paid by debit card, you can ask your card issuer to initiate a chargeback, which means your bank collects the money from the retailer. You will need to provide proof, and the system is not written into law – it is part of a set of rules that banks and debit card providers subscribe to.

If you paid by credit card and the amount you spent was over £ 100 and under £ 30,000, you can claim a refund under Section 75 of the Consumer Credit Act. This makes your credit card legally responsible together with the retailer – it shares equal responsibility with the retailer or merchant for the goods or services provided, which allows you to request a refund from the credit card company. This can even be done at the same time as requesting a refund from the retailer, although you cannot be refunded twice.

A word of warning though – if you’ve paid with your credit card through a third-party payment processor, such as PayPal, you may not be eligible to claim through Section 75, as the link between the credit card provider and retailer is broken.

There is one final avenue – the furnishing and home improvement mediator. This organization adjudicates consumer-business disputes when you are not satisfied with the outcome of a complaint. He can investigate your complaint and force the company to take action if it agrees it made the wrong decision.

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