I recently bought a return ticket from virgin trains to and from Buxton to London (advance ticket there, off-peak ticket back). However, I'm trying to get a refund on the ticket back to London as I've since found cheap tickets elsewhere.
I selected the option to pick the tickets up from the FastTicket machine during my online purchase. The refund confirmation page is telling me that I have to send the tickets and confirmation page to their refund centre in order to get a refund. However, on their website it says that if I have selected to pick up my tickets from the self-serve machine I do not have to send them my tickets and only need to apply online for a refund (…custhelp.com/app/answers/detail/a_id/4038)
However, I have spoken to their staff via email and on their live chat helpline. In both cases, they have told me I need to print the tickets off from their self-serve machine and send them to their refund centre when I get there. I, however, live in Australia. My tickets are for 4/12/13, I am only getting to the UK on 28/11/13 and their website says I need to apply for a refund within 28 days of the ticket expiry date.
In short: help!