Q: Hello i wanted to cancel my order after taking too long to deliver and they wint let me
Hello i orderer from an online store located in England on the 15th of february. I wrote to them that i want to cancel my order since it still hasnt been evem sent. They responded to me thst they not offer refunds/ cancelation reasoning that they are a B2B not a retail company. Is there something i can do ? Thank you for your time
A:
I'm sorry to hear about the difficulties you're having canceling your order. Even if the company considers themselves B2B rather than retail, as a consumer you still have certain rights. Here are a few steps you can take:
1. Review their terms and conditions carefully to see what their stated policies are on order cancellations and refunds. Look for any specific timelines or conditions mentioned.
2. Reply to their email politely but firmly, stating that under UK consumer law (Consumer Contracts Regulations), you have the right to cancel an online order anytime from the moment you place your order up to 14 days from the day you receive your goods. Mention that it's been well over 14 days and the order hasn't even shipped yet.
3. If they still refuse, tell them you plan to file a formal complaint with Trading Standards, which handles consumer complaints in the UK. You can also mention the Online Dispute Resolution (ODR) platform as an option if the retailer fails to address your concerns.
4. If you paid by credit card, contact your card issuer and see if you can dispute the transaction and request a chargeback, since the goods were never delivered.
5. Leave honest but factual online reviews detailing your experience on sites like Trustpilot to warn other consumers.
6. If all else fails, seek advice from Citizens Advice, which provides free consumer advice in the UK.
Don't let the company bully you - you have rights as a consumer and there are organizations to help if needed. I hope this information is helpful and that you're able to get your money back soon.
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