Consumeractive

I got sites mixed up – can I get a refund?

Q I thought I had paid £13.20 for some wood-burning stove parts from a site I’ve used before, called Stoveglassdirect ( https://stoveglassdirect.com). I received an email from the courier Hermes saying delivery was imminent, but nothing has arrived.

I since discovered that I mistakenly made the order through a similarsounding site, called StoveglassDirect ( https://stoveglass-direct.co.uk, pictured). It’s not the same company, and it’s refusing to answer my emails. How can I get my money back? Can I get the website to wipe my details? And how can I complain about this site?

Andy Armitage

A Andy’s rights aren’t affected either positively or negatively by the fact he got the sites mixed up. He’s still allowed to reject items within 14 days, and is entitled to refund, repair or replacement if they’re faulty. Because he’s getting no reply from Stoveglass-direct, he should ask his bank for a chargeback on his credit or debit card (because the amount is under £100, it doesn’t qualify under Section 75 of the

Consumer Credit Act). If Andy used Paypal, he should make a claim through its Buyer Protection scheme ( www. snipca.com/38746).

As for his personal data, Andy can legally compel Stoveglass-direct to remove it. It has no reason to keep his details once his case has been resolved. He just needs to email the company to make this request. And to complain about the site, he should contact Trading Standards via the Citizens Advice website ( www.snipca.com/38749).

We’re trying to contact StoveglassDirect, which is based in Halifax, and have asked Hermes what happened to Andy’s delivery. However, he can’t make a claim with Hermes because its contract is with the retailer. CASE ONGOING