A bride whose wedding dress zip broke on her big day spent nearly two years fighting her bank for a refund. Rachel, who did not give her surname, bought the dress for £1,600 but the zip malfunctioned on the day of the wedding.
She contacted the shop after the ceremony to report the problem. The shop apologised and said they would investigate, but she never heard back. That led her to apply for a chargeback through her bank.
Chargeback attempt fails
A chargeback is a process where a cardholder asks their bank to reverse a transaction because they did not receive the goods or service they paid for. It is not a legal right, and terms vary by card provider. Rachel's bank rejected her chargeback request, and for almost two years she believed the matter was closed.
However, she later decided to try a Section 75 claim. This is a legal protection under the Consumer Credit Act 1974 that applies when you pay more than £100 for an item or service using a credit card. It allows you to claim against the lender if there is a breach of contract or misrepresentation.
Section 75 claim succeeds in part
Speaking to MoneySavingExpert, Rachel explained: "On my wedding day, the zip on my wedding dress broke. I contacted the shop after the wedding and they apologised and told me they would investigate, but I never received a response." She added: "I asked my bank to chargeback but it was unsuccessful and there was nothing I could do. Nearly two years later, almost on a whim, I submitted a Section 75 claim with my evidence to support my case. The bank upheld the claim in part and offered me £800 (50% of the purchase price)."
To make a Section 75 claim, you must explain to your bank or lender that you want help with a problem with something paid for on a card or loan. You should mention both chargeback and Section 75, and provide supporting information. If the bank does not resolve the issue, you can complain to them, and if still unsatisfied, the Financial Ombudsman Service may step in.
Understanding chargeback and Section 75
Chargeback works by your bank asking the supplier's bank for a refund. It usually covers problems that arise within 120 days, and you must first ask the business for a refund. It can still work if the supplier has gone bust, though this is not guaranteed. Section 75, on the other hand, is a legal right that applies to credit card purchases over £100. The Financial Ombudsman notes that the Consumer Rights Act 2015 often applies, stating goods must be of satisfactory quality and services performed with reasonable care and skill.
