Postage Charges

Nixe_2

Hi am new here just needed some advice pls! I bought some jeans from an internet site on 12th Dec for an xmas present however they never arrived, I contacted the sellers who tried to get me to chase it up with Royal Mail, the local sorting office did not have parcel so contacted the sellers again who said they would start a "Lost in Transit" investigation. Anyway long story short they have agreed to give me a voucher/refund but refuse to refund postage costs to me. Surely I can't be expected to pay postage for goods I have never recieved and more postage to replace them. I have explained this to them and that the DSRs expect them to refund postage but they argue that this is only for a cancelled/returned order!!

Help!

molerat

You can cancel any time up to 7 working days after the day after you receive the item. They also have to deliver the item within 30 days unless the contract is agreed otherwise. As you have not received the item you can cancel under DSR's. Explain this to them and if no joy contact trading standards. Name and shame so that no one else uses these cowboys.

esuhl

You entered into a contract with the seller to provide you with goods. They have breached the contract, and as such, you are entitled to a full refund.

They may fob you off and try to say that it isn't their problem - it's Royal Mail that have failed to deliver. That isn't your problem - you only have a contract with the seller. If Royal Mail are not delivering goods, that's between the seller and RM.

I would write them a letter (keep a copy yourself and send it by recorded delivery) headed "Final Letter Before Action" saying that you will sue them in the County Court if they do not provide you with the goods or a refund (vouchers or a credit note are not acceptable) within 14 days.

If necessary you can initiate court proceedings via the government's Money Claim Online website.

Hopefully this will scare them into action and you won't need to sue!