NEXT courier returns - ? change in policy

cloandharry

Sorry if this has already been posted but wanted to alert others who, like me, didn't know.

I was at the Post Office today returning Next parcels and the Postmistress told me that if you use the courier to return parcels now they will charge your account with £3.99. Not sure if this is just a new thing to me or if it is a recent change to their policy. Below is from the Next website....

"You may return any item free of charge within 8 working days of receipt, in a new and unused condition and in its original packaging, however if you return all items ordered in one transaction, any one of which is collected by our courier, you will be charged a collection fee of £3.99. If you return items after this time we may refund only the current, or last selling price of the item to your Next Account".

Once again, sorry if this has already been discussed.

The_Pedant

You may return any item free of charge within 8 working days of receipt --[snip]--,
If you return items after this time we may refund only the current, or last selling price of the item to your Next Account

Surely that is contrary to the DSR?
That provides 7 days to notify them of the wish to return an item. The item does not have to be return within that period. Additionally, unless the pricing of the item is volatile I would expect the paid price of a returned item to be refunded.
I skipped the return cost, as they are allowed to make a charge for the return of goods as long as it's in their terms.

Actually after a second thought, I thought they can only charge the actual cost of the return; i.e. they're not allowed to make a nice profit on this. Anyone able to confirm?

Thoughts anyone?

bethesda

no thoughts per se, but adding extra info......
Returns by Courier


To make a return by courier, contact your courier direct (they will leave a number with the delivery), or call 0844 844 8000, or contact us via SelfServe, or online to arrange for your courier to collect the items from your home. Items left for the courier to collect are left at your own risk. There is a charge of £3.99 for this service if you return all items ordered in one transaction. This will be applied on the return of the final item from a single order, if items are not returned at the same time. Returns via our stores are free of charge.
Returns for customers who have paid by credit/debit card


Returns are charged at £3.99 unless you are returning to the store. Returns to store are free of charge. Simply call 0844 844 8000 to arrange for a courier to collect the items from your home. Items left for the courier to collect are at your own risk. To return by post contact 0844 477 4874 and we will send you a pre-paid label. Any charges will be deducted from your credit/debit card prior to any refund.

PZH

The_Pedant wrote: »

Actually after a second thought, I thought they can only charge the actual cost of the return; i.e. they're not allowed to make a nice profit on this. Anyone able to confirm?

Thoughts anyone?

Assuming the goods are returned because they are not wanted (as opposed to being faulty) - they are offering a return "service" if you use their courier.

I assume you can return the items using other returns services and pay a lesser rate ?

bethesda

phoodless wrote: »

.

I assume you can return the items using other returns services and pay a lesser rate ?

its free to return items to one of their stores apparently

PZH

bethesda wrote: »

its free to return items to one of their stores apparently

Yes it is :T, but I was referring to the use of the postal system to do a return ( Some people don't have Next stores anywhere near them )

Charliezoo

I've returned something recently and got charged £3.99

Did I mention that I had to arrange the pick up 4 times as they either didn't turn up or the "wrong" courier was sent who refused the item? The item was finally picked up nearly 3 weeks ago by Hermes but Next have told me it hasn't made it back to the warehouse. I am currently fighting to prevent being charged £80 for an item I don't even have.

I will never shop with Next Directory again.

fluffnutter

This doesn't contravene DSR. Next are perfectly entitled to charge a fee for collecting the goods. What they cannot do is withhold any original delivery charge. So charging £3.99 for their pick up courier service is fine. And you are perfectly entitled to try to find a cheaper alternative yourself.

Benson

I'm assuming I won't get charged for my last return? Next told me to send it back via courier not to store as it was a pair of shoes with the feet being different sizes so in my eyes faulty

BlueAngelCV

bethesda wrote: »

no thoughts per se, but adding extra info......
Returns by Courier


To make a return by courier, contact your courier direct (they will leave a number with the delivery), or call 0844 844 8000, or contact us via SelfServe, or online to arrange for your courier to collect the items from your home. Items left for the courier to collect are left at your own risk. There is a charge of £3.99 for this service if you return all items ordered in one transaction. This will be applied on the return of the final item from a single order, if items are not returned at the same time. Returns via our stores are free of charge.
Returns for customers who have paid by credit/debit card


Returns are charged at £3.99 unless you are returning to the store. Returns to store are free of charge. Simply call 0844 844 8000 to arrange for a courier to collect the items from your home. Items left for the courier to collect are at your own risk. To return by post contact 0844 477 4874 and we will send you a pre-paid label. Any charges will be deducted from your credit/debit card prior to any refund.

I've never been charged for returning by courier.

The above seems to say that if you paid by credit/debit card you get charged but otherwise you only get charged if you return everything you ordered. But I thought you could only buy from next online if you paid with your next directory account.

I don't doubt that they can do this if they want to but can they now change the terms without notifying anyone.

Helix

BlueAngelCV wrote: »

I've never been charged for returning by courier.

The above seems to say that if you paid by credit/debit card you get charged but otherwise you only get charged if you return everything you ordered. But I thought you could only buy from next online if you paid with your next directory account.

I don't doubt that they can do this if they want to but can they now change the terms without notifying anyone.

I think if you fail the credit check they do when you first try to buy something then it gives you the option of paying by card. Otherwise they force you to use an account.