Distance Selling Regs - cancellation of order

bcl999

Can the supplier specify that only Royal Mail be used to return a cancelled order? It's going to cost me double the price with them compared to my usual carrier but supplier is giving only a PO Box address so I can't send it any other way.

Advice appreciated.

derrick

bcl999 wrote: »

Can the supplier specify that only Royal Mail be used to return a cancelled order? It's going to cost me double the price with them compared to my usual carrier but supplier is giving only a PO Box address so I can't send it any other way.

Advice appreciated.

I doubt they can compel you to return in a certain way, (especially if you are paying for the return?), Have a look at the OFTs Business Guide to DSRs, they have to supply you with certain info and that includes a physical geographical location, from page 11 of that guide; - "(vi) If payment is required in advance, you must supply your full geographic address"

From page 14; - "the geographic address of the business to which the consumer
may direct any complaints. There is no definition of ‘geographic address’ in the DSRs but our view is that this means a physical location, so a P O Box address is not sufficient, "

See also page 27 with regards to returning goods.

If they are not complying with the DSRs, then report them to Trading Standards.



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custardy

the probelm you may have is if they are unavailable
eg its not a business address
if its a courier it could be miles away so they maybe unwilling to collect
how was it sent?

bcl999

I've got it sorted.

After phoning their "helpline" (not a lot of help) and being told it must go Royal Mail, I sent a snooty fax to their head office, which is in completely different part of country to their warehouse, I got an e-mail reply providing the address and saying courier is fine. Why can't they just state that in their returns information in the first place??

custardy
It came by the retired bloke with the private car and the clipboard with sheets of paper among which he can never find the one you have to sign. He's been before for different companies but I can't remember which ones.