Returns query with Handsome Dans

[1offtheblock]

Hi I purchased 3 items of clothing from Handsome Dans online, one of which seemed like it had been dragged around someones living room floor.

 

Due to personal circumstance I didn't get around to making contact to return until day 26. Handsome Dans have a 30 day return policy.

My first contact asked me for pictures of the it again, due to my circumstances I didn't send until 7 days after.

 

The reply was that they would refund the faulty item and exchange the other and provided postage for the faulty item and asked me to pay for the return of the exchange.

 

After this, I then got a futher email, saying that I'm not entitled to a refund of the faulty item as it was over 30 days.

 

Am I right in thinking that once I initiated the return on day 26 that I then have a further 14 days to return the item, or is that just the standard 14 days from purchase and 14 days to retrun once initiated?

 

Hope someone can point me in the right direction.

 

Thanks

[BankFodder]

Firstly, you are quite right that if the return was initiated within their timescale, that will be sufficient to comply with their policy.

Secondly, if the item is defective then there is no timescale although if you exceed 30 days, then you have to give them a single opportunity to repair the item or replace/refund at your option.

I understand there may be special reasons which have caused the various delays that you have told us about – but you need to understand that this is really quite unhelpful to you

[1offtheblock]

Thanks for the reply, so realistically, being as I initiated the return on day 26 but didn't send them images until a week later, I should still be entitled to a refund on that Item?

 

Thanks again.

[BankFodder]

If the item was defective then I don't see that providing images or not providing images has contributed to anything. It is simply evidential.

On the other hand, what is the value of these items? I think you need to have a sense of proportion here because if they dig their heels in, you need from the outset to decide what kind of action you are prepared to take – how far you are prepared to go to enforce your rights

[1offtheblock]

The faulty item is £80, I could obviously opt for the exchange but I'm not sure I'm fussed about having anything else from them now. I suppose I can either send both items back and if they don't play ball, go for a charge back on my card and see what comes of that.

 

[BankFodder]

That is probably the easiest way. Definitely worth trying