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Retailer refusing full refund


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On the 12th of June 2014,

we made a purchase for the installation of a tracking device on a new caravan on 24th June 2014.


Approximately 24 hours prior to installation,

we contacted the supplier by phone to cancel as we decided not to purchase the caravan.


The supplier refunded the money less £25 stating that the installer would bill them

the £25 for the time booked.


Surely under the new Consumer Contract Regulations the retailer has to give a full refund.


I have contacted by email regarding cancellation which triggered the partial refund.


I contacted them again for the balance of the refund through the "Contact Us"

form on their website but no response.


In that communication I advise them that I will pursue it under DSR

as I was not aware at the time of the Consumer Contract Regulations 2013 replacing the DSR.


I have since without luck tried to raise an official complaint with Trading Standards

but I cannot find a link for sending email or written complaints.


I have also checked the Citizens Advice Bureau for an email address

or physical address where to send a complaint, but no luck.


Previously you completed a form online and submitted it, but that is not available either.


Seems they are making it difficult to complain in writing?


ease advise how I woulddl go about raising an official complaint about the retailer.


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i can find nothing either except " Inc Fitting & VAT".


You have a really good case to take forward here should it become necessary.

There is none of the regulatory information about returns or cancellation displayed on their website.


Write to them by recorded delivery letter and 'tell' them they have 14 days in which to refund the outstanding amount or you will take further action.


It's too late now but you should have put the name of the company in your subject header and then it would have gone out on twitter and facebook as well.

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I will write to them and send it my registered mail. At the moment I cannot find the name of the CEO for the company so will address it to the Managing Director. Correct me if I am wrong but I think that the website does not comply with the regulations for a UK business website?

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1. Overview

You must provide certain information for your customers if you’re selling goods online, through digital TV, by mail order or by phone, text message or fax.

Before an order is placed

All distance sellers must follow certain rules before and after an order is placed.


You must display information such as:


your business name and contact details

a description of your goods or services

the price, including all taxes

how a customer can pay

delivery arrangements, costs and how long goods will take to arrive

the minimum length of their contract

conditions for terminating contracts

information about the customer’s right to cancel within 14 days

You must tell the customer if they will be responsible for paying for the return of goods if they cancel. If you don’t, they’re not liable for the costs.


After an order is placed

You must get in touch with your customer in writing after an order is placed and before the goods or services have been delivered.


You must tell them:


details of what they have purchased

the total cost

arrangements for delivery

the minimum duration of any contract and arrangements for terminating the contract

how and when they can cancel an order and who pays for returning goods

an address where complaints can be sent

any guarantees or after-sales services you offer

conditions for terminating contracts

any helpline call charges that are more than calling an 01, 02 or 03 number, or a mobile or free number

There are extra rules if you’re selling online or selling overseas.


Sale of Goods Act

All businesses that supply goods, including online and distance sellers, must follow the ‘Sale of Goods Act’.

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I cannot give any advice by PM - If you provide a link to your Thread then I will be happy to offer advice there.

I advise to the best of my ability, but I am not a qualified professional, benefits lawyer nor Welfare Rights Adviser.

Please Donate button to the Consumer Action Group

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