No refund after parcel return

[D5turbi]

Following an error in my order, I received authorization from VKB to return the GNX MFH.
This accessory was received by VKB on 06/21.
Since this date, no refund has been made despite what was promised in their responses by email dated 06/26:

My first email

On the VKB forum, you indicate, for refunds:

"The money are getting back into your account within 48 hours after receiving the parcel. Depending on the banks involved, it might take a few more days for the money to show up."

The VKB GNX MFH that I returned to you was delivered at your place on 06/21 but my Paypal account has not yet been credited with the refund amount.
Would you be kind enough to check if this operation has been carried out and, if not, contact the competent department?

1st response from VKB

We process the returns / refunds once a week. Never did it within 48 hours.

My second email

Okay Valer,
The main thing is that it is not forgotten.
thank you for the answer

2nd answer from VKB

​... and never forgot anything

My third email dated 07/11

Despite your assurances by email, I have still not received the refund for the VKB GNX MFH, returned with your agreement and received by you on June 21, 2024.
I would like to believe that you don't forget anything and that reimbursements are made once a week, but I have to see that this is not the case.
I intended to order the Gladiator EVO ‘Space Combat Edition’ w/ SCG Premium Right grip but, without having received the refund for the GNX MFH, I will move towards another choice.
Looking forward to,

Since 06/26 no response has been given to me on the cause of this lack of refund
Am I the only one in this very unpleasant situation?

[AeroGator]

I am personally sorry for this awkward situation.
We will have a serious talk with the dealer - who is an independent business, not under any control from VKB - and make sure the situation is solved ASAP.

[Eduard VKB FSC]

Hello D5turbi,

We usually refund all returned items once a week by the end of the week if the item is returned in good shape and does not require any extra work with it.

In your case, MFH was not identified but according to the post it was returned to us. It is not clear what went wrong, maybe it was delivered to the incorrect address. Anyway, we decided to refund your item and further investigate it ourselves.

Sorry for that delay.

[D5turbi]

I don't understand why you don't seem to have found the returned package.
However, in my emails I each time indicated the order reference and the MFH return address was:

Anyway, thank you for the refund.
Best regards
Jean

[mmm]

Hello D5turbi,

We usually refund all returned items once a week by the end of the week if the item is returned in good shape and does not require any extra work with it.

In your case, MFH was not identified but according to the post it was returned to us. It is not clear what went wrong, maybe it was delivered to the incorrect address. Anyway, we decided to refund your item and further investigate it ourselves.

Sorry for that delay.

First of all you should return the full amount within 14 days (your ToS, not mine). It's been a month here. The other thing is complete silence on your part in this correspondence. Something we on the forum are well accustomed to. So, Eduard I'm curious what is wrong with your VKB Europe/Netherland support in general. Why can't you just get your shit together? Are you working there just by yourself? Or the refund money/emails are going around the Africa too?

[Eduard VKB FSC]

Hello mmm,

I have explained the other user, D5turbi, why was in his case delayed with the refund.

Actually, we didn't receive the returned item despite of the fact that the tracking system shows that it was delivered to us. It might be misdelivered or lost I know it rarely happens. However, we decided to refund anyway in favor of our customer.

It could be done faster indeed. I agree that it took too long. But let me explain what "14 days cooling period" means. That is a period when the customer can decide to return the order and tell us about it. If it is done within 14 days, then the parcel can travel to us some time, then we inspect the item if it is complete and undamaged and after that refund the full amount.

[Delta]

I think what they are referring to is this:

8.8. The VKB FSC Europe will reimburse the purchase price and the original shipping costs to the Customer as soon as possible but no later than 14 days after receipt of the returned items.

Of course, the misdelivery complicates the definition of "receipt", but shipped as a tracked parcel, that can hardly be the customer's responsibility.

[Eduard VKB FSC]

Hello Delta,

Yes, I totally agree. If it is delivered to us according to the tracking information but still lost, we just deal with the delivery company and refund the amount to the customer.