Return Incorrect Order

jaffa

I recently ordered some sandals over the internet. The website advertises free postage and returns.

When the sandals arrived they were not the colour I had ordered.
I e-mailed the company to ask what I should do. Their reply advised to return the sandals with a covering letter stating what action I wanted them to take. I did this and said I wanted a refund as I had been sent an incorrect order and also expected the return postage to be refunded.

I then received a letter from them saying they had received my return but could not refund me until I completed the returns form they had enclosed. This requested all the information I had already given but I completed and returned it.

I have since had an e-mail saying that they will not refund postage and that had I contacted them before I returned the goods they would have sent me a postage paid returns bag.

And I still have not received a refund for the purchase price.

My question is where do I stand re insisting that I get the return postage refunded.
It's not a lot of money but I am so annoyed that having done exactly what they told me they are now refusing to refund the postage - so I want it back as point of principle....:mad:

pinkshoes

I would write to them enclosing a copy of the correspondence from them telling YOU to return them (not mentioning a pre paid back) and remind them it was their mistake, and as per their policy they should pay the return postage and thus refund you.

Tea3

If you contacted them within 7 days of receipt you can return the items for a full refund including any postage you paid the company. If you had to return an item as it was faulty and/or incorrect item sent then the company has to refund your return postage - their terms and conditions must say if they will send you a pre-paid returns envelope for faulty items and if you still have the email reply saying to return the sandals with no mention of pre-paid envelope then its their fault for not informing you of this and simply saying to return them. The full refund of cost and postage and the return postage for faulty or incorrect item are due under the distance selling regulations:

Cancelling an order within 7 days of receipt:
http://www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/cancellation-periods

I cant see the section that says incorrect items get the return postage refunded but this was confirmed to me when I contacted Trading Standards a couple of years back to check my website was trading correctly. You should be able to get this confirmed by Consumer Direct or Trading Standards with a quick call to either.

Honest Online Seller xx