Gap not refunding postage

mippy

I returned a jacket bought online to a store yesterday. It was the only item in the order, so I was expecting a full refund - but they told me they could not refund my postage. I told them this was illegal according to the Consumer Protection Regulations and rejection of a complete order included the cost of postage, but they were adamant there was nothing they could do and I should contact online.

I e-mailed the customer service address, but as I have had no acknowledgement of receipt, I tried phoning - the number on their website is wrong and put me through to Stockport Trading Standards

I know it's only £4, but it's the principle - I work with the CPRs in my day-job and I know that nowhere on my receipt or on the website was it stated that I would waive my right to a full refund with a store return. What to do now? The assistant spoke to her manager and the manager said they had never heard such a thing. And I didn't want to be a !!!!!! to the shop assistant...

zenseeker

I'd have thought Distance Selling Regulations apply here, in which case:

On the cancellation of a contract, any sum paid by the consumer must be repaid as soon as possible and, in any case, within 30 days of cancellation. The full price paid for the goods must be refunded and this includes the cost of delivery of the goods to the consumer.

http://www.out-law.com/page-430#Refunds

But that assumes you send it back to the company by post, in store they may not entirely know what to do because they probably rarely, if ever, deal with DSR covered returns.

sarah1972

I order from my catalogue all the time but if I return something to them I never get refunded the postage?

zenseeker

You should do, point to the DSR rules next time

snagglepuss16

email them as your order details are stored in your account online, i returned an item via post in august i think and they never refunded postage, thanks to seeing your post i emailed them and they refunded my postage costs today, it also says in their terms of sale that they will refund it.

exel1966

Have a VIEW here !

Also an extract from the DSR ;-

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.

sarah1972

I have just returned something to Amazon and I have to pay the postage.

Originally paid £4.99 plus £6.99 postage.

Postage paid to return the item £3.75

Total spent £15.73

Total refunded £4.99 :eek:

*gem*

I had to return a faulty DVD purchased online to Tescos for a replacement and they made me pay the for the return postage. You can't return DVD etc brought from Tesco Entertainment to stores either. Wasn't too pleased and won't be using them again!

glitter123

I just returned my whole online order (2 items) to River Island today - took it to a store. There was no refund of delivery charge.

Their website states

[Please note that we cannot refund postage & packaging on unsuitable items /QUOTE]


Seems some retailers are still ignoring the rules.

glitter123

Good result

I emailed River Island. They replied apologising, saying that shop should have refunded postage and they have credited my account.