Amazon Return Policy

grubby23

Hi all,

I ordered from Amazon UK a massage chair that was shipped to Germany. The item was sent by Amazon EU S.a.r.L. and the shipping
costs were £5. Unlucky as we are, the chair was defect when we received it. I have a return authorization and now I am asked to send
this item back to the UK instead of to the place from where it was shipped. What is even worse is, that they are just willing to refund up to £5 of the delivery costs... I could imagine that the delivery for this item from Germany to the UK is huge, around £40.

Is there anything I can do? Shouldn't amazon have to pay me the whole amount of the delivery costs for the defect item?

Many thanks

Optimist

grubby23 wrote: »

Hi all,

I ordered from Amazon UK a massage chair that was shipped to Germany. The item was sent by Amazon EU S.a.r.L. and the shipping
costs were £5. Unlucky as we are, the chair was defect when we received it. I have a return authorization and now I am asked to send
this item back to the UK instead of to the place from where it was shipped. What is even worse is, that they are just willing to refund up to £5 of the delivery costs... I could imagine that the delivery for this item from Germany to the UK is huge, around £40.

Is there anything I can do? Shouldn't amazon have to pay me the whole amount of the delivery costs for the defect item?

Many thanks

The way I read that is that you paid £5 for shipping which Amazon are refunding you, yet you want £40

Do tell me I am wrong.

shaun_from_Africa

Do tell me I am wrong.

You are wrong! (sorry, couldn't resist it).
What has happened to the OP is that purchased an item, and paid for delivery (or it may have been free delivery), and they now want to return it due to it being faulty.

When you want to return faulty goods with Amazon, they will generally give you 2 options. (the 1st one can't be used for international orders)
You can either print off a Royal Mail prepaid label and stick this on the packet and drop it off at the Post office, and the 2nd option is that you can take the packet to a delivery agent of your choice, but if you do this Amazon will only pay a set fee.

Shown below is a cut'n'paste from a recent Amazon order I made showing what would happen if I wanted to return it due to it being faulty.

Delivery Method for these Item(s):
Royal Mail.
I have a printer and would like to print a personalized label (Please note that this option is currently not available for our international customers). Printer required.

Self Return.
Take package to post office or other mailing service. You will need to pay for return postage costs. Because your return is the result of an error on our part, estimated return delivery costs of up to £2.75 associated with your return will be refunded to you

Personally I would suggest that you contact Amazon customer support and inform that that as the chair was faulty on delivery, you are legally entitled to reject it and get a full refund and that they (Amazon) are responsible for paying all the costs in the recovery of the goods.

squeaky

grubby23 wrote: »

Hi all,

I ordered from Amazon UK a massage chair that was shipped to Germany. The item was sent by Amazon EU S.a.r.L. and the shipping
costs were £5. Unlucky as we are, the chair was defect when we received it. I have a return authorization and now I am asked to send
this item back to the UK instead of to the place from where it was shipped.

Can you not ask Amazon if you can ship it back to Amazon EU?

geri1965_2

I would just give them a ring and explain the situation. I've always found them extremely helpful when I've had a problem so I'm sure they will resolve it for you.

grubby23

Cheers guys, I got in touch with them and hopefully it will be possible to return the item to where it was shipped from!

teajug

Hope OP does not mine me high jacking s/he thread, my query is similar but a much small item that I order it I give an estimated date for delivery and was charged 4.75 for delivery the item bath strips costs £6.99. The items was received outside the estimated delivery time and when the small jiffy bag was put through my letter box it had second class recoded stamp on it and also on the stamp it had £1.14 for postage.

I do not want the item as it is a different colour to my bath and I need to retrun it. Will I get the postage back fee back together with the cost of the item

shaun_from_Africa

When you click on the returns tab o you accounts page, you will be asked for the reason for the return.

Provided that you choose the option that states "missed estimated delivery date", you will be given the 2 options that I showed in my earlier post. (drop it off at a Post office free of charge, or a fixed refund if you choose to return it by another method)

teajug

Thanks for reply but will be elegible for the postage refund, I would like to get back the amount that they over charged me for postage which was £3.61. I paid £4.99 postage at time of order but on the jiffy bag put through my letter box the stamp on there said £1.14 overcharged £3.61:mad:

squeaky

The usual charge is for postage and packing.

So they'll include the cost of the jiffy bag.

They may also include a nominal sum for the labour costs in placing the item in the bag, sealing it, addressing it and popping it into the post.

I did this search - google charge for postage and packing

No regulations showed up, and if you use the word amazon in front of that search you'll see a fair number of results but amazon appear to have no set rules for items sold via the marketplace.

teajug

Thanks for reply, I seen the jiffy bag in my post office that the small item was put into it cost £1 also that leaves £2.61 for the person to take to post office. I think it is far too much for a very small it to post and not suitable out of the estimate date. I have to say it was from Amazon Marketplace item.