Similar to you, my husband purchased a kayak. I went through my bank after several attempts to reach the company and was fully refunded my purchase.
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Paypal agreed to pay for my return but are now giving me a hard time because the USPS hasn't done anything with my package. This has become a lesson learned !
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From what I've read, once closed you can go back into the decision and dispute. Found the below on Paypals site: How to appeal a claim When a claim’s decision is reached in favor of the buyer, you may be able to appeal it. The decision could be reversed in the event of one of the following: The item is returned to you, but not in the same condition as the buyer first received it No item was returned at all – just an empty box The wrong item was returned to you You can file an appeal in just a few steps: Log in to your account Go to the Resolution Center Select “Closed Cases” from the drop-down menu Click the “Appeal” button I am not in the UK, I'm in the US.
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I did put it through PayPal Resolution and they were able to get the company to give me a full refund, however, I need to return the product to China. I was furious due to it costing more to ship back, which is where they get you BTW, but PayPal offered to refund my shipping costs. I feel a bit irritated that this is allowed to happen, but I'm trying to let it go due to no loss to me. I understand I'm luckier than most.
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This company also sells under the name Adoraprep. I ordered a collapsible dog pool and received a harness and leash. I wasn't asked if I was okay with this substitution nor would I have accepted the substitution, but I'm expected to pay to return it. Absolutely ridiculous. Newtron has finally agreed to refund my $ but wants me to ship the item that I didn't order back which ends up costing me more than I originally paid.
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How to appeal a claim When a claim’s decision is reached in favor of the buyer, you may be able to appeal it. The decision could be reversed in the event of one of the following: The item is returned to you, but not in the same condition as the buyer first received it No item was returned at all – just an empty box The wrong item was returned to you You can file an appeal in just a few steps: Log in to your account Go to the Resolution Center Select “Closed Cases” from the drop-down menu Click the “Appeal” button
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