Company wont send postal or returns form

[hoareni]

I purchased some items online and have been trying to return them for over a month. I've tried to ring, email and tweet the company. They either ignore me or say my request is being sent to relevant department or have also sent me the wrong return form for a different persons order. Now they will no longer email me and the refund is worth £351. What can i do?

[kernowlass]

@hoareni 

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

https://www.paypal.com/webapps/mpp/first-dispute

DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.

[hoareni]

I've tried to contact the company again but no luck. I'm not sure which dispute option to pick as the item is as described, I did receive it. They just won't let me return it.

[kernowlass]

@hoareni 

Paypal doesn't cover you for 'change of mind' they only cover you for non receipt or not as described.

If the seller was in the UK then they would be bound to accept the return under UK distance selling laws even if they only offered you store credit.

However if you bought the item internationally? then you wouldn't be able to enforce that so you can try a dispute or a chargeback if you funded your payment via a credit card but not sure how well you will get on.

[hoareni]

OK thank you. Yes it was from France so UK laws don't apply unfortunately, even though I live in Northern Ireland. Thanks for the help.