Company denies receiving returns - What options?

[Alan Medic]

I purchased two radiators and 2 sets of valves for them from Victorian Plumbing. It turned out the valves were the wrong type and I returned them. Several months later, after investigating my return they tell me that they only received one set and sent me a photo to prove it.

It seems to me that someone there who deals with their returns stole the other one. The only other option is that the courier opened the box, took out one of the two smaller boxes inside and returned the other one. That's a bit far fetched.

Each set cost about ?35 and I'm loathe to just write it off but I don't know what options I have. Any ideas?

[KidKruger]

Did you have the parcel weighed at the PO, before posting ?

[Alan Medic]

I weighed it myself to determine how much I had to pay the courier.I can probably prove that I paid for something to be delivered which was twice the weight of what they say they received.

[Spartacus]

Unfortunately the contract to deliver is between you and the courier company and Victoria Plumbing is seen to be the innocent party in this situation

Your potential recourse is to put a claim into the courier company for a damaged and incomplete delivery but you may have to prove that you packed securely the items and get proof that they weren't received as you sent them.

The thing that may be in your favour is if the delivery driver took a photo of the package at point of delivery showing it was opened or damaged.

It's potentially a tough one to prove unless you have strong proof (photos) of how the package looked when you sent it and what was in it.

Good luck

[Alan Medic]

I'm pretty sure I took out the optional insurance with the courier. I guess my option is to make a claim on that. What a hassle though given there's no logical reason their driver would interfere with the parcel and deliver half of the contents.