refund postage on returned items, Matalan.

gavjbrown

Hello, I recently placed an order with Matalan and also had to return some items-

item 1, they sent incorrect size.
item 2, clothing had a fault.
item 3, Didn't fit me.


They have refunded but not the any postage that it cost me to return to them. (over £3)

Have they no duty to refund postage when they are at fault.

Obviously I don't expect and postage back on item 3, as that was not their fault.

Mrs_justjohn

gavjbrown wrote: »

Hello, I recently placed an order with Matalan and also had to return some items-

item 1, they sent incorrect size.
item 2, clothing had a fault.
item 3, Didn't fit me.


They have refunded but not the any postage that it cost me to return to them. (over £3)

Have they no duty to refund postage when they are at fault.

Obviously I don't expect and postage back on item 3, as that was not their fault.

If you are returning goods under the distance selling regs (i.e right to change your mind within 7 days of purchase) then they should cover cost of return unless they state before hand that they don't!

If they are at fault then they have a legal obligation to pay for the return.

McKneff

Ring them up, tell them it was their fault, demand the postage (nicely)
They have to refund it.

I bought some things online, big supermarket, Champagne and sent Cava, i refused delivery and they only refunded the cost of the Cava

If its their fault, you should not be out of pocket and you should be put back in the position where you were before.
(dont know if the non fault item puts a spanner in the works though, but then again, if you asked for a size 12 and you are a size 12 then its really not your fault is it.

gavjbrown

Thanks for that guys. As for the dsr, they say free return to store or return at your own cost. So I guess that covers them for the top that didn't fit.

As for the faulty/incorrectly picked stuff. I agree with you Mckneff, that the item that didnt fit has confused the situation. I may give them a ring or might just let it go and shop else where next time.

Mrs_justjohn

If they get sticky - refer them to this page (Consumer info page) http://whatconsumer.co.uk/returns-and-refunds/


Where it states:

Returns and refunds



Getting your money back
Under the distance selling regulations, you are quite within your rights to change your mind at any time within the first seven days, return the goods and get a full refund. This means without financial penalty of any kind – such as a cancellation charge or a ‘restocking’ fee. The supplier must also refund any delivery charges paid by you, and any other costs related to the contract. Refunds must be made within 30 days from cancellation, whether or not the goods have been sent back. Any related credit agreements will also cease to exist.
You may be required to pay to return the goods, but you must have been informed of this as part of the pre-contractual information. if the goods are faulty, then under Sale of Goods, the supplier will always bear the cost of returning them.

gavjbrown

That great Mrs_justjohn. Thanks

McKneff

The law always, always over rides company policy

Strapped

As above, they are only obliged to pay return postage for item 2 (the faulty one), as they state before you buy that you have to bear the cost of return postage.

gavjbrown

Strapped wrote: »

As above, they are only obliged to pay return postage for item 2 (the faulty one), as they state before you buy that you have to bear the cost of return postage.

They incorrectly picked item 1, so that's also their fault.

Anyway I have had an email back and as a gesture of goodwill they will refund postage if I scan and email the postage receipt.