distant selling regulations

donwat

Can anyone advise...I have returned in full an internet order and I have been refunded for the goods. When queried with the company why I have not received a refund for the P+P I paid to recieve the goods I was advised that as I didnt have to pay for the return ( free returns label was enclosed) I was not entitled to a refund...is this correct as I cannot seem to find anything relating to this situation on any consumer sites.
many thanks

mo786uk

Basically they should return you

a) the cost of the item
b) the postage you paid to have the item sent to you

They do not have to pay you back the cost of sending the item BACK to the shop if they made it clear in their terms.

It appears they have shouldered the costs of you returning the goods to them and are not refunding the inital postage costs.

They should technically refund you inital postage costs. They might be advised to stop offering free return postage to all their other customers if they want to balance the books.

donwat

thanks I thougth this was the case I may be cheeky give it one more try..!

Mark_Hewitt

They usually aren't liable for the return costs but are liable for the outward costs. They seem to have just switched this around - while this isn't within the letter of the law, I think it's fair.

halibut2209

Not necessarily. The amount they charge to send the goods out may be less than the cost to send them back.

donwat

In this instance the postage to return would have been more, anyway I tried again but the company still said no refund!!
Forgot to ask in first post what about partial returns, do these also fall under the refund of postage regulation?

unholyangel

Did their T&C's advise you would be responsible for return postage if you cancelled?

If not then they have to refund ALL monies paid by you.

unholyangel

donwat wrote: »

In this instance the postage to return would have been more, anyway I tried again but the company still said no refund!!
Forgot to ask in first post what about partial returns, do these also fall under the refund of postage regulation?

No. I dont think they do. Its only if you cancel the whole order you're entitled to the delivery charge (original) back. The liability for return costs depends on their T&C's.