Distance Selling and return fees

Soli_2

Hi, I purchased a table from a well known retailer. When it arrived it was not the colour I was expecting so I asked the retailer to return the table. The table cost, delivered was £99.
First I was told I couldn't return the table, but when I pushed them they told me it could be returned but I would be charged £99 for the return collection/delivery.
This seems to be an excessive charge, particularly as it is exactly the same as the purchase price of the table.
Are there any requirements within the Distance Selling (or any other regulations) that ensures the retailers only charge a reasonable return delivery charge? and/or can I insist that I return it to the store myself for a full refund?
Thanks

dmg24

What do the terms and conditions say with regard to returns?

Soli_2

From their website:

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. If you have paid a delivery charge this will also be refunded but if you are only returning part of the order, then we are not obliged to repay any of the delivery charge. You must take reasonable care of the goods whilst in your possession and they must be returned to us or in the case of furniture, collection arrangements made, promptly at your cost. (up to £100 in some cases) which will be notified to you at the time of cancellation.
You must inform us of the cancellation of the contract.


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So essentially, the returns charge is within the £100 they have quoted, but this still seems excessive.

KeithP

Here is a leaflet which tells you all you need to know about Distance Selling Regulations.

4743hudsonj

3.55 If you want the consumer to return the goods and to pay for that
return, you must make it clear in the contract and as part of the
required written information – see paragraph 3.10. If the consumer
then fails to return the goods, or sends them at your expense, you
can charge them the direct cost to you of the return, even if you
have already refunded the consumer’s money. You are not allowed
to make any further charges, such as a restocking charge or an
administration charge.

Id query the quote and ask who use so you can check yourself as they can only charge the direct cost.

Soli_2

Thanks for this, I have read it through, but I am still not clear if I can insist on returning the item myself (I can drive it to the store for about 50p in fuel) or if I have any argument for a more reasonable collection charge. It does say they can only charge the direct cost and while I am confident that it doesn't cost £99 (I checked and can get a courier for £15) I have no real proof of what their direct cost is.

Soli_2

I was responding as the last post was posting!

I'll ask them who they use to query the cost of return. Thanks for the advice.

dmg24

Soli wrote: »

Thanks for this, I have read it through, but I am still not clear if I can insist on returning the item myself (I can drive it to the store for about 50p in fuel) or if I have any argument for a more reasonable collection charge. It does say they can only charge the direct cost and while I am confident that it doesn't cost £99 (I checked and can get a courier for £15) I have no real proof of what their direct cost is.

Would the store in question stock this item?

I agree that £99 seems excessive, however I would keep in mind that if you arrange a courier liability for the item will remain with you until it is with the retailer (M&S?).

Soli_2

Hi,
Yes it is a stock item, selected from their online catalog. Originally delivery was free, although I do expect some charge for collection, the price of the item, is excessive. If I send it by courier I would probably want to make sure the courier agreed to its condition etc. but to be truthful its just as easy for me to take it back to the store myself.

Soli_2

oh, and yes it is M&S - I just wasn't sure if I could mention the name...

KeithP

Check that the retailer is happy to accept your returning table at your local store.

When bought online, some things need to be returned to a central warehouse.