idealworld dsrs

lindseykim13

How can you force the dsrs on a company? I bought some carpet/multi use cleaning kit from ideal world (it looked like magic on the tv) when i tried it, it was carp and didn't do what it was meant to do. I just tried a tiny bit of it on a biro mark.
So i thought i would cut my losses and send it back at a cost of £5plus on return postage but i thought i would at least get my postage costs back from ideal home. They refunded the item price only and not the 4.95 postage. I emailed to complain that i had sent it back on time and i should get my postage back however i have been ignored. How can i press this further?

cyberbob

All you can really do is contact trading standards or Consumer direct. The DSRS are all well and good but getting them enforced is another matter.

mjm3346

You don't get your postage costs for returning the goods back as long as they include their T&Cs.


Ideal World T&C's

4.4 Statutory right of cancellation within 7 days of receipt of products
You may cancel your contract and obtain a refund by notifying us in writing by post, fax or email within 7 working days of receipt of the products to the address at the top of these conditions. We will refund you the cost of the products plus the cost of delivery to you within 30 days of cancellation. You must keep the goods safe and return the products to us in their original packaging and unused and undamaged at your own cost within 30 days of delivery. If you do not so we may deduct our costs of recovering the products from the amount to be refunded to you

DSR

Only if it is covered in the contract and the written information
can you require the consumer to pay for the cost of returning

the ordered goods

mjm3346

QVC are the same although at least they don't charge you 20p a minute to talk to them/place an order.

QVC will only pay P&P for the return of damaged items, faulty items, or for those items different from the original order

wealdroam

DSRs tell us...

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.

In other words, they have to refund all the money you paid originally.
But the quote in post #3 from their T&Cs explains that you are responsible for the cost of returning the thing to them.

However, if the goods are faulty, then they have to pay the return cost too.