Consumer rights

ade4lifeuk_2

I purchased some shoes for my mother online and ordered the wrong size these were ordered on the next day delivery option at a slight extra cost. These were returned straight away and we have a refund however for the original purchase price but not the postage I have sinced called and they have now refunded the postage however only at standard delivery not the amount charged for next day delivery.

Can they do this or do they need to refund the full amount the items were returned within 3 days of reciept.

Many Thanks

fluffnutter

I think it's pretty standard to lose the postage fee. The company's still had to pay the courier or carrier and the goods aren't faulty. How much discrepancy is there between standard and next day charge?

Ignore this... I don't know what I'm talking about.

neilmcl

They are entitled to do this I'm afraid but they must specify that they'll do this in their T&Cs beforehand. However this is one occasion that I think it's unfair to expect the retailer to be out of pocket for this extra expense.

ade4lifeuk_2

Thanks, Just that I saw on watchdog a week or so ago that a leading high street store took a battering for web based sales and not refunding the P&P!!

neilmcl

fluffnutter wrote: »

I think it's pretty standard to lose the postage fee. The company's still had to pay the courier or carrier and the goods aren't faulty. How much discrepancy is there between standard and next day charge?

The DSRs clearly state that a refund must include the original postage/delivery fee.

ade4lifeuk_2

I can not see how it is fair to pay P&P for the delivery, then not to have it refunded and then have to pay to return the item!!

ade4lifeuk_2

fluffnutter, just a couple of pound, more the principle and its my mums money!!

neilmcl

ade4lifeuk wrote: »

I can not see how it is fair to pay P&P for the delivery, then not to have it refunded and then have to pay to return the item!!

I'm referring to the extra amount charge for express delivery.

fluffnutter

ade4lifeuk wrote: »

I can not see how it is fair to pay P&P for the delivery, then not to have it refunded and then have to pay to return the item!!

Did you have to pay to return the item? You didn't mention that.

ade4lifeuk_2

difference between standard and next day delivery about £2.50 and I had to pay to return the item!!

fluffnutter

neilmcl wrote: »

The DSRs clearly state that a refund must include the original postage/delivery fee.

Ooh, do they? I didn't know that. That's interesting. Then OP's got a case for a full refund then. What about charges for posting the item back (if there are any). Can these be refunded? If DSRs state that refunds for returned items must include P&P, then logically, why charge for returning it?! They're just going to have to refund the money again!