Refund on online purchase

[granretire]

I ordered an garden ornament online, costing just under £30. But it does not do what it is meant to, so I complained. I was initially offered a refund of £3. My reply was that I was still charged £26 for a useless item. Their reply was that their shipping place is in China, so if I returned the item there would be a high freight charge to be paid by me. Their refund was upped to £5. According to the shipping details it came from the US. Should I accept this or is there some form of the sale of goods online that I can quote in order to get a full refund?

[pje16]

If the item is faulty or not fit for purpose you have the right to reject or return the goods and demand a refund, a repair or a replacement
https://www.warners-solicitors.co.uk/co ... lty-goods/

[Midsmartin]

How long ago did you order? Under distance selling rules, you are entitled to a full refund for any reason, or no reason at all, within 14 days of delivery:
https://www.gov.uk/accepting-returns-an ... a%20reason.

[granretire]

I ordered it on 27/9/21 and it arrived on 12/10/21. Do the distance selling rules apply to something that was suppied outside the UK?

[mc2fool]

This may also be useful:

https://www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online-aqsD32m9r5P3

It says that "You must cover the delivery cost for returning unwanted goods" but also "If your goods are faulty, you shouldn't have to pay to return the goods". It sounds like the return delivery costs are the big issue for you....

Who did you get this from/through? If it was a major online retailer, e.g. Amazon or Ebay, check out their policies, as you may be able to bypass the seller and get the refund from the platform.

I ordered it on 27/9/21 and it arrived on 12/10/21. Do the distance selling rules apply to something that was suppied outside the UK?

The above question applies. If you got it via a UK retailer, e.g. amazon.co.uk, then it doesn't matter where it was posted from, the rules apply.

[granretire]

Thank you all for your prompt replies. I got it from a UK online merchant (Beaconsfield) according to the acknowledgement of the order. (Never heard of the company). But the tracking of the parcel showed that it came from the US. So, as I understand it, I can return the item to the Beaconsfield address for a full refund, but I will have to pay the postage.

[mc2fool]

I got it from a UK online merchant (Beaconsfield) according to the acknowledgement of the order.

Not sure what you mean by that ... what is the website, http://www.xxx, that you ordered it from?

[granretire]

https://www.krsoda.com/
The order confirmation states:
Company name: Landbase trading Co Ltd
Address: ......Beaconsfield HP9 2SE

[pje16]

having read this, why are they quibbling over the amount
https://www.krsoda.com/pages/return-policy-2-2

[Dod101]

I ordered an garden ornament online, costing just under £30. But it does not do what it is meant to, so I complained. I was initially offered a refund of £3. My reply was that I was still charged £26 for a useless item. Their reply was that their shipping place is in China, so if I returned the item there would be a high freight charge to be paid by me. Their refund was upped to £5. According to the shipping details it came from the US. Should I accept this or is there some form of the sale of goods online that I can quote in order to get a full refund?

I agree with the others that you should get a full refund from the retail merchant you bought it from. It is not for you to be concerned where the item originated. Ypu bought it from a UK merchant. You may have to pay the return postage to themk but that is it. Did you pay by credit card? If you are getting nowhere with the merchant who sold you the item then speak to your credit card company.

As a matter of interest although I think it is irrelevant in respect of your query, the garden ornament did not do what it is meant to do? Does it not ornament, or should it be doing a song and dance act?

Dod

[granretire]

Wind powered kinetic sculpture - that doesn't move at all in a reasonable wind.

[mc2fool]

https://www.krsoda.com/
The order confirmation states:
Company name: Landbase trading Co Ltd
Address: ......Beaconsfield HP9 2SE

Well that brightened my day ... nice lingerie section! But I don't see any garden ornaments on there, just clothes and shoes ...

Is the response you've had so far (the £3/£5 offers) as a result of going through https://www.krsoda.com/pages/return-policy-2-2?

[granretire]

All my communications have been via email to support@krsoda.com.
Yes, I agree that it is not shown on their webpage - it was an online ad (seen on facebook, I think). But I took the link supplied and ordered from that.

[Watis]

https://www.krsoda.com/
The order confirmation states:
Company name: Landbase trading Co Ltd
Address: ......Beaconsfield HP9 2SE

Well that brightened my day ... nice lingerie section! But I don't see any garden ornaments on there, just clothes and shoes ...

Is the response you've had so far (the £3/£5 offers) as a result of going through https://www.krsoda.com/pages/return-policy-2-2?

Oh, and their business is registered at an address in Beaconsfield Services on the M40. The business was incorporated in March this year.

Watis

[mc2fool]

https://www.krsoda.com/
The order confirmation states:
Company name: Landbase trading Co Ltd
Address: ......Beaconsfield HP9 2SE

Well that brightened my day ... nice lingerie section! But I don't see any garden ornaments on there, just clothes and shoes ...

Is the response you've had so far (the £3/£5 offers) as a result of going through https://www.krsoda.com/pages/return-policy-2-2?

Oh, and their business is registered at an address in Beaconsfield Services on the M40. The business was incorporated in March this year.

Watis

The address is here: https://www.krsoda.com/pages/about-us-2-2, but the use of a mobile for the office number isn't very reassuring. In any case...

So, as I understand it, I can return the item to the Beaconsfield address for a full refund, but I will have to pay the postage.

Yep, that's my view. I think I'd just tell them that, as you ordered it from Landbase Trading Co Ltd, you will be returning it to them and you expect a full refund. I'd be tempted to call the national consumer helpline* first, just to get chapter and verse on which regulations to quote at the retailer, and be able to tell them that you've contacted citizens advice about it.

You might also say that if you don't get a full refund in short order you'll put in a chargeback through your credit card company, which may help as they'll get charged a fee for the chargeback, so it'll cost them more than just giving you a refund. Or, if you don't want to present that threat up front, you may prefer to keep it in reserve...

* https://www.tradingstandards.uk/consumers/support-advice

[granretire]

Again, many thanks for all your input. I have emailed them stating that I believe I am entitled to a full refund (under Consumer Rights Act) and that I would return it to Beaconfield. I await their reply

[pje16]

Good luck, not required, as you are well within your rights

[Midsmartin]

It sounds like a drop shipping business. They don't handle goods at all, but send your order to China, the US, etc, and take a commission. The only things they actually have to handle are returns.

[swill453]

Good luck, not required, as you are well within your rights

On the contrary I think a lot of luck is required as they don't seem to respect consumer law very much. e.g. a relevant review on Trustpilot:

"Useless Wind Spinner
Do not order the wind spinner, when it arrives it is nothing like the advert and 100% useless, overpriced and a rip off. I am having a great deal of trouble trying to return it for a total refund as I am being offered peanuts."

If pushed by too many dissatisfied customers they'll probably disappear with the money.

Scott.

[mc2fool]

It sounds like a drop shipping business. They don't handle goods at all, but send your order to China, the US, etc, and take a commission. The only things they actually have to handle are returns.

Looks like a mum & son outfit, mum in China (and >75% shareholder) and son in England.

https://find-and-update.company-information.service.gov.uk/company/13277590/officers