Seller refusing refund unless I file damage report

[Henz]

I ordered some trainers from an international seller (not obvious initially). No delivery tracking and royal mail completed the UK leg of the delivery inwas away and so the postie left the parcel behind my gate instead of the porch - which might have been the wiser option considering the ste weather. Slightly compounded as I was away overnight and on my return the parcel was saturated and trainers a bit of a mess as soaked up some loose dirt etc.

Emailed the seller and initially requested a refund. Couple of messages back and forth, and they rejected the refund. The final email said:

---

We are sorry, but we cannot accept your claim, as we cannot claim to the shipping company if a damaged, resealed or tampered parcel has been accepted, without verifying that the shipment was complete, or without claiming instantly or notifying the carrier in writing at the time of delivery or within 24 hours that the package is damaged, with the mention "accepted with reservation".

In case there are hidden damages that appear once opened, assembled and/or using the item, those hidden defects can be claimed with the delivery company within 7 days.

Please remember: According to international shipping standards it is the responsibility of the receiver to check the package upon delivery before signing the POD or delivery note, or to file the damage report at the local Post Office. It was your duty to do this. If you can see that the parcel arrives damaged, tampered, resealed or re-packed, it is your right to refuse it. This is the standard procedure if you see at first glance that the parcel is damaged/manipulated and the ordered item(s) could also be damaged or missing.

‐----

In reality once they'd dried they aren't that bad and after a bit of a clean they'll be fine. So I'll keep them anyways regardless, but was interested if the above is true or not? Especially the international shipping standards piece.

Cheers

[ChrisNic]

Get on to your credit card company, they will refund of the company are playing silly buggers.

[hersh]

"Please remember: According to international shipping standards it is the responsibility of the receiver to check the package upon delivery before signing the POD or delivery note, or to file the damage report at the local Post Office. It was your duty to do this. If you can see that the parcel arrives damaged, tampered, resealed or re-packed, it is your right to refuse it. This is the standard procedure if you see at first glance that the parcel is damaged/manipulated and the ordered item(s) could also be damaged or missing."

Surely the answer is there, you didn't sign any paperwork

[stressd]

That sounds true. Ideally you should have taken a photo of the sodden parcel without opening it, and emailed them saying you are refusing to accept delivery.

[Henz]

hersh said:

"Please remember: According to international shipping standards it is the responsibility of the receiver to check the package upon delivery before signing the POD or delivery note, or to file the damage report at the local Post Office. It was your duty to do this. If you can see that the parcel arrives damaged, tampered, resealed or re-packed, it is your right to refuse it. This is the standard procedure if you see at first glance that the parcel is damaged/manipulated and the ordered item(s) could also be damaged or missing."

Surely the answer is there, you didn't sign any paperwork

They have changed their story a couple of time and increased to 24 hours to file a claim with the courier, which further increased to 7 days when I pointed out I didn't get back until over 24 hours after delivery

[Henz]

ChrisNic said:

Get on to your credit card company, they will refund of the company are playing silly buggers.

Yeah, I'd be cutting my nose off to spite my face really as they were a lot cheaper than anywhere else and the shoes aren't that bad. I do have some sympathy as no idea why royal mail left the parcel in the open when there was a nice sheltered porch.

Edited by Henz on Thursday 22 February 22:11

[Griffith4ever]

They are just fobbing you off. They would not claim from their courier as there will be an excess that makes it pointles for a cheap pair of shoes. Its all about them refunding directly or not.

With my UK shipments I "self insure" - i.e. I don't. Claiming is such a pain in the arse, and the excess eats into claims. I gave up and just take the risk, ans statistically, its heaper and easier this way. I in sure for EU shipments but then Its much higher risk

[MustangGT]

Henz said:

They have changed their story a couple of time and increased to 24 hours to file a claim with the courier, which further increased to 7 days when I pointed out I didn't get back until over 24 hours after delivery

Unless you arranged the delivery you have no contract with the courier, only the supplier. All claims have to be placed with the supplier.

[poo at Paul's]

Will they not just go through the washer on gentle ok?
They're shoes, surely they have the potential to get dirty everytime you use them?

[TonyF1]

poo at Paul's said:

Will they not just go through the washer on gentle ok?
They're shoes, surely they have the potential to get dirty everytime you use them?

I thought the same but then I would miss out on a free pair of trainers.

[KTMsm]

I'm intrigued how something that was wrapped and got wet, managed to then get dirty

I agree with the shipping company OP is a liar and is trying to fraudulently obtain free trainers

[Henz]

KTMsm said:

I'm intrigued how something that was wrapped and got wet, managed to then get dirty

I agree with the shipping company OP is a liar and is trying to fraudulently obtain free trainers

You haven't seen the state of my bin area (hidden behind the gate I add)

Pray tell how I get free trainers by requesting to return??

[TonyF1]

Henz said:

Pray tell how I get free trainers by requesting to return??

Because you know it will cost the seller more in postage than letting you have them FOC.

[Henz]

TonyF1 said:

Henz said:

Pray tell how I get free trainers by requesting to return??

Because you know it will cost the seller more in postage than letting you have them FOC.

How much were the trainers and how much is the postage back to them? No need to make stuff up just to be argumentative.

And I've said I'm keeping them anyway. I know it's hard to read 4 posts but do try and keep up if you want to comment

[TonyF1]

Read your title OP as it was you who wanted a refund 🤷‍♂️. Anyway enjoy your cheap trainers even if they a little tatty.

[Henz]

TonyF1 said:

Read your title OP as it was you who wanted a refund ?????. Anyway enjoy your cheap trainers even if they a little tatty.

Yes the title was accurate as the seller refused a refund and I was solely interested if they were legitimately allowed to do so based on their email. Nothing more or less.
Per the OP I'd already decided to keep them so ultimately I don't want the refused refund...I don't know why some people are going on about it or imaginary free trainers.

Enjoy finding a new thread to be utterly boring and pointless on. Toodles