QVC refusing to refund postage under Distance Selling Regs

geri1965_2

I ordered a bag from QVC last week - it arrived either Thursday or Friday.

I decided I didn't want to keep it and rang them today to ask for a refund - they said I would have to return the bag at my own cost, and they would refund me the cost of the bag but not the postage they charged me for sending it out.

I said I thought this was incorrect and referred them to the Distance Selling Regs but she said these only apply to goods ordered and cancelled, not goods received.

This is not right is it? How can I make them see sense and agree to refund me the postage?

Ivory_Tinkler

You have 7 working days following delivery to tell QVC that you wish to cancel your order but as far as I am aware, you have to do this by email or letter. They should then refund your original postage paid but not the postage to send the order back. Did you receive just the bag or was this part of a larger order? If you are keeping other goods then you are not entitled to your original postage back but if you are cancelling the entire order and returning it then you are entitled to the postage back.

pimento

If you've just changed your mind, then you don't get the postage back. You would if the bag was faulty.

If QVC refund the postage, they will be out of pocket.

mookiandco

http://www.qvcuk.com/ukqic/qvcapp.aspx/app.html/params.file.%7CTerms_Conditions,html/walk.html.%7CCor_uk_CustServ,html#9

Paragraph 9.4 allows for cancellation by telephone within 7 days. Return postage is at your own cost but the last sentence says they refund the product cost and original postage cost.

pimento

I stand corrected.

geri1965_2

Thanks - since I posted this I rang them again to complain and the lady I spoke to this time said they would refund the original postage, and she doesn't know why I was told otherwise!

Grrrrr!

geri1965_2

mookiandco wrote: »

http://www.qvcuk.com/ukqic/qvcapp.aspx/app.html/params.file.%7CTerms_Conditions,html/walk.html.%7CCor_uk_CustServ,html#9

Paragraph 9.4 allows for cancellation by telephone within 7 days. Return postage is at your own cost but the last sentence says they refund the product cost and original postage cost.

That contradicts 9.2 which says they won't refund postage charges! I guess that means after 7 days but less than 30.

mookiandco

pimento wrote: »

I stand corrected.

My daughter has been pointing repeatedly at your avatar with her sticky fingers for the last 5 minutes, saying 'cat' 'cat' 'cat'!! I will now have to clean my computer screen!

pimento

mookiandco wrote: »

My daughter has been pointing repeatedly at your avatar with her sticky fingers for the last 5 minutes, saying 'cat' 'cat' 'cat'!! I will now have to clean my computer screen!

Sorry!

He's cute though, isn't he? None of mine are that cute.

dmg24

mookiandco wrote: »

My daughter has been pointing repeatedly at your avatar with her sticky fingers for the last 5 minutes, saying 'cat' 'cat' 'cat'!! I will now have to clean my computer screen!

Just for your daughter, I thought I'd post too!

I_luv_cats

What specifically do I have to refund to the consumer if
they cancel?
3.48 The DSRs require you to refund any money paid by or on behalf of
the consumer in relation to the contract to the person who made the
payment. This means the full price of the goods, or deposit or prepayment made, including the cost of delivery. The essence of
distance selling is that consumers buy from home and receive goods
at home. In these circumstances, almost every case of home
shopping will involve delivery of the goods ordered and so delivery
forms an essential part of the contract.

Who pays for returning the goods if the consumer cancels
an order?
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.
3.56 If you did not include these details in the required written information
then you cannot charge anything. See paragraph 3.10. You can never
require consumers to pay the cost of returning substitute goods –
see paragraph 3.1 for more information.
3.57 If the goods are faulty or do not comply with the contract, you will
have to pay for their return whatever the circumstances.