Refund for item only not original amount

NorfolkCanary

Wasn't sure the best place to put this so feel free to get this moved.

Purchased an item from an online computer company, day before it arrived I realised I bought the wrong size product and setup a return no. Couple of days later returned the item (at my cost) following their guidelines for refund.

Have just look at my bank statement to find a refund but only for the cost+vat of the item, not for the total amount originally spent.

Could you clarify what I'm entitled to?

Regards,
Lyle

stugib

FuzzatUni wrote: »

Have just look at my bank statement to find a refund but only for the cost+vat of the item, not for the total amount originally spent.

What are you missing? The postage costs?

The business guidelines to the DSR which are regularly linked to on here state that the original delivery costs should be refunded, but in reality the accepted practice seems to be that they're not and the consumer ends up paying the delivery costs each way.

[opinion] IMHO, that's a fair state of affairs - why should the business lose money because of your mistake?

prowla

I don't think a company has to accept a return on an item because of your mistake at all, so them doing so is a so-called goodwill gesture.
Some companies would charge a "restocking fee", which is a bit sneaky, IMHO.
But as above, they shouldn't really be expected to give you the postage back too.

4743hudsonj

prowla wrote: »

I don't think a company has to accept a return on an item because of your mistake at all, so them doing so is a so-called goodwill gesture.
Some companies would charge a "restocking fee", which is a bit sneaky, IMHO.
But as above, they shouldn't really be expected to give you the postage back too.

yes the do

under dsr they must accept any cancellations within the 7 days after the day after delivery

derrick

4743hudsonj wrote: »

yes the do

under dsr they must accept any cancellations within the 7 days after the day after delivery

And refund the original delivery costs.

DSR Statutory Instrument 2000; -

" 14. - (1) On the cancellation of a contract under regulation 10, the supplier shall reimburse any sum paid by or on behalf of the consumer under or in relation to the contract to the person by whom it was made free of any charge"

Consumer Direct ; -

"The Regulations generally give you the right to change your mind and claim a full refund (including postage) up to the point where you receive the goods. After you receive the goods you have 7 working days (beginning the day after you receive the goods) to inspect the goods and, if they are not suitable, return the goods for a full refund."

stugib

derrick wrote: »

And refund the original delivery costs.

DSR Statutory Instrument 2000; -

" 14. - (1) On the cancellation of a contract under regulation 10, the supplier shall reimburse any sum paid by or on behalf of the consumer under or in relation to the contract to the person by whom it was made free of any charge"

Consumer Direct ; -

"The Regulations generally give you the right to change your mind and claim a full refund (including postage) up to the point where you receive the goods. After you receive the goods you have 7 working days (beginning the day after you receive the goods) to inspect the goods and, if they are not suitable, return the goods for a full refund."

Yep, there the ones I was thinking of, but has anyone actually challenged a company on this and won? The accepted common practice seems to be that refund costs aren't refunded if it's in the T&Cs. No regulatory authorities seem to be complaining?

derrick

stugib wrote: »

Yep, there the ones I was thinking of, but has anyone actually challenged a company on this and won? The accepted common practice seems to be that refund costs aren't refunded if it's in the T&Cs. No regulatory authorities seem to be complaining?

The T&Cs cannot override legislation, but it will be up to the consumer to register a complaint or take a retailer to the small claims courts, the regulatory authorities won't know it is being abused if they are not told about it.

Henry_Hoover_2

Yep, there the ones I was thinking of, but has anyone actually challenged a company on this and won? The accepted common practice seems to be that refund costs aren't refunded if it's in the T&Cs. No regulatory authorities seem to be complaining?

I have with B&Q online and presentsformen.com.

They originally just refunded the purchase price, but refunded the original postage when I mentioned the DSRs. (B&Q not so willingly, despite their own T&Cs being BETTER than the DSRs and extending the refund period from 7days to 14 days....!)

I think most online companies aren't aware of the DSRs.

4743hudsonj

Henry_Hoover wrote: »

I have with B&Q online and presentsformen.com.

They originally just refunded the purchase price, but refunded the original postage when I mentioned the DSRs. (B&Q not so willingly, despite their own T&Cs being BETTER than the DSRs and extending the refund period from 7days to 14 days....!)

I think most online companies aren't aware of the DSRs.

i think they are

they just choose not to tel you of them and act oblivious to it

thats why when you mention it they are quick to act and suddenly remember your rights

NorfolkCanary

Just to clarify, I didn't expect the company to reimburse for the cost of me sending the item back to them, but I always that they should reimburse the full cost of the purchase (i.e item+postage charge+vat) ??? In this case as I read their T&C's a restocking fee doesn't count in this case

scullster

I thought that providing it is in their T&C's they can expect you to pay return postage costs which th OP isn't disputing. This was in line with advice I received from Consumerdirect (assuming the retailer is not at fault dare I add!).

They cannot (despite what they might say in T&C's) impose a charge for receiving the goods back, a restocking fee or anything like that.