Delivery Charges Refund

*Online_Shopper*

I've just received the latest email which says that if I order online and then decide to return an item under the Distance Selling Rules I'm entitled to a refund of the delivery charges. I was never aware of this.

On most websites they state they do not offer a refund on delivery charges if you decide to return the item and have always taken this as a fact of ordering an item online.

I decided to turn to Google to see if I could find anything on there. It showed an article from BBC news in 2010 when Next were found to be breaking the distance selling rules and not allowing a refund for delivery charges on returns. I checked the Next website and they do now offer a refund on delivery charges.

My question is how can other places still be saying they will not refund delivery charges on returns? I order a lot of stuff from the River Island website and normally return and have to suffer the delivery charges, should I not be allowed to have these refunded? On their website they even still say they do not give a refund on delivery charges, surely this is not allowed?

Any help would be appreciated.:)

CoolHotCold

Are you talking about delivery as in, you receiving the package or delivery as in, you sending back the package.

The_Pedant

This point is clarified in the OFT's Guide for businesses on Distance Selling:-

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

So they are indeed allowed to charge for the return, provided it is stated in their terms & conditions, or other information provided to you prior to finalising the order.

williham

No the op is referring to the original postage charge, which must be refunded but only if the buyer is claiming under the distance selling regulations 7 day rule.
Most sites will say you are claiming under their returns policy and therefore don't refund the original postage.. If you say you are claiming under the distance selling regulations they should refund you.

unholyangel

Under DSR's they have to refund all monies paid by the customer - except for return delivery costs (you sending back to them) unless a)it isnt included in their T&C's or b)you are returning as your statutory rights were breached (ie faulty/wrong item sent) in which case they need to bear the return costs also.

wangtastic

useful to know
thank-you

Beryltheperyl

Hi

I brought a watch for my son for christmas. It broke within 2 weeks of wearing it (a fault with the watch, not with the way it has been handled!). After a lot of too-ing and fro-ing, Burtons agreed to refund the cost of the watch, but haven't given me the £3.95 postage back.

Am I entitled to claim it back as the item was faulty?? I don't see why I should pay nearly £4 postage for a watch that can't be worn!!!

Is there anywhere online that I can quote a law to them???

Thanks
BtP

unholyangel

Did you purchase online?

bris

unholyangel wrote: »

Did you purchase online?

Doesn't matter if it was bought online or not, with faulty items all monies must be returned including all postage costs as the buyer must not be out of pocket in any way for faulty goods.

unholyangel

bris wrote: »

Doesn't matter if it was bought online or not, with faulty items all monies must be returned including all postage costs as the buyer must not be out of pocket in any way for faulty goods.

Refunds can be partial on faulty items to take into account use had of the item. However, imo any retailer who would take into account 2 weeks use is a retailer worth avoiding.

And of course if it was bought in store to be delivered and the customer never had POP, the store doesnt have any obligation to offer a refund. If they bought online then they will have POP either through confirmation email, bank statement etc where in stores its possible to pay in cash and not receive POP.

Jeff_Bridges_hair

bris wrote: »

Doesn't matter if it was bought online or not, with faulty items all monies must be returned including all postage costs as the buyer must not be out of pocket in any way for faulty goods.

Who said it was faulty?