Amazon - Free Delivery but charge for Return?

deanos

When you returned the item did you just send it back or did you tell them you are returning under the DSR ?

misssarahleigh

deanos wrote: »

When you returned the item did you just send it back or did you tell them you are returning under the DSR ?

I was told to fill out the return instructions on their website. Followed this process, obtained a number (for processing).

I was not made aware of any fee's being removed from my refund.

billypre

They are obliged to refund ALL costs, including OUTWARD delivery and cannot in any way or at any time refuse to do so.

The legislation refers to "any sum paid by or on behalf of the consumer under or in relation to the contract to the person by whom it was made". The OFTs guidance makes it clear, not that it should be needed to be, that this includes postage.

billypre

It is irrelevant in this case as to what the business' T&C are. The DSR take precedence over the senders own T&C 100%. The sender can put whatever nonsense he feels like writing into his T&C but at the end of the day, he MUST comply with DSR. End Of.

billypre

p.s I run several online sales sites and know DSR. Believe me when i say that it really gets on my wick when a customer returns an item because " I ordered wrong size" or " I changed my mind" but the law is the law. Most businesses these days are aware that this is simply a running cost which must be factored into profits. Dont back down....... he must pay you ALL your initial outlay.

Foggster

I ordered a garden trolley and when it came it wasnt what I expected. I contacted the seller and he said I was responsible for the cost of return and a 25% restocking charge. He referred me to the T&Cs and they did indeed say this. I kept the trolley as the return would have cost me £15 for a £50 trolley and then with the restocking charge it was pointless. The item is still boxed up, unopened in the shed!!

Was the seller correct?

gordikin

How did you order the garden trolley?

unholyangel

Just as a quick recap of the DSR's (feel free to add/amend as i'm rather tired so no doubt i'll miss something)

- You have 7 working days in which to notify them of your intent to cancel in a durable form unless their policy allows cancellation by telephone
- DSR's apply to purchases made from businesses but not auctions.
- The retailer must refund you in FULL within 30 days of them receiving your notice of cancellation.
- The refund should be for any monies paid by you - including delivery and they must not charge a restocking fee. They can however, have you pay for return postage providing you were given this as pre-contractual information in a durable form (websites arent durable).
- If cancelling because the goods are faulty/damaged......the retailer must bear ALL costs involved.


I think thats right :S tbh i'm having trouble remembering my own name at present =/

misssarahleigh

unholyangel wrote: »

Just as a quick recap of the DSR's (feel free to add/amend as i'm rather tired so no doubt i'll miss something)

- You have 7 working days in which to notify them of your intent to cancel in a durable form unless their policy allows cancellation by telephone
- DSR's apply to purchases made from businesses but not auctions.
- The retailer must refund you in FULL within 30 days of them receiving your notice of cancellation.
- The refund should be for any monies paid by you - including delivery and they must not charge a restocking fee. They can however, have you pay for return postage providing you were given this as pre-contractual information in a durable form (websites arent durable).
- If cancelling because the goods are faulty/damaged......the retailer must bear ALL costs involved.


I think thats right :S tbh i'm having trouble remembering my own name at present =/

Thanks for that. Have politley requested the rest of the money. I shall let you know of the reply.

cyberbob

pcombo wrote: »

You only agree to the free shipping if you keep the item as the seller will most likely include shipping fee in the item price, Therefore the seller would make a loss if they issued full refund.

Ah no as the shipping is included in the price and the buyer pays that so the seller would not be out of pocket. It's not in reality free shipping it's included in the price.

Under the DSRs the seller refunds the whole of the original payment including postage. The buyer has to pay return postage if that is stated in the Terms and conditions.

If I was the OP I would be contacting Amazon. Amazon are very pro buyer (they make ebay/paypal look like amateurs) and can force the seller to refund the full amount.