Returning goods bought online

sarlyka

I know there is plenty of advice about this and I'm sorry if my query has been answered in previous posts. Today I received a parcel which was bought for me, a Mother's Day gift. It was bought online and posted directly to me. The gift isn't suitable and I have contacted the company to explain this. They are happy to give me a full refund but say I must pay to post the parcel back to them, requesting I send it by recorded delivery. It is a large, heavy parcel and will cost almost £10 to post it.....more than 20% of the value of the gift. Is it reasonable for them to expect me to pay that? Is there an alternative solution? Could I take the parcel to a local stockist instead? I've checked the company's website and this is what they say regarding returns: 'If you need us to arrange collection we may need to charge for this.' I don't need them to arrange collection. I am happy to take the parcel to the nearest stockist or to a Post Office.

dreamypuma

sarlyka wrote: »

I know there is plenty of advice about this and I'm sorry if my query has been answered in previous posts. Today I received a parcel which was bought for me, a Mother's Day gift. It was bought online and posted directly to me. The gift isn't suitable and I have contacted the company to explain this. They are happy to give me a full refund but say I must pay to post the parcel back to them, requesting I send it by recorded delivery. It is a large, heavy parcel and will cost almost £10 to post it.....more than 20% of the value of the gift. Is it reasonable for them to expect me to pay that? Is there an alternative solution? Could I take the parcel to a local stockist instead? I've checked the company's website and this is what they say regarding returns: 'If you need us to arrange collection we may need to charge for this.' I don't need them to arrange collection. I am happy to take the parcel to the nearest stockist or to a Post Office.

I think this is quite reasonable. You need to understand that the company has not formed any contract with you (the recipient of the gift) therefore you have little sway over their actions.

wealdroam

Under distance selling regulations you can cancel within seven working days of delivery.
They must refund all monies paid, including the cost of delivery to you.

It seems as though their T&Cs say you must pay the cost of returning the thing to them.
If that's so, then you must pay.

Having said all that, this is only really applicable to the purchaser, not the receiver of a gift. But if they're happy with that...

Have a read of the OFT's guide to DSRs.
There's a link to it in this post.

sarlyka

Thanks for the replies. It's a bit of an awkward situation because I'm not the purchaser.

davr_2

It is reasonable for them to expect that....

It was a gift and you are not the purchaser, so you actually have no refund rights yourself.

sarlyka

Isn't it reasonable to expect online retailers who provide the option to send orders direct to the gift recipient to have a clear returns policy? It wouldn't be a problem if the item could be returned for the cost of a stamp but this is a big, heavy parcel.

bris

sarlyka wrote: »

Isn't it reasonable to expect online retailers who provide the option to send orders direct to the gift recipient to have a clear returns policy? It wouldn't be a problem if the item could be returned for the cost of a stamp but this is a big, heavy parcel.

They have outlined the return policy to you. They will refund you all monies paid but you have to send them back. This is fair as they will have to pay the initial postage, which will cost them mony because you don't like it. The retailer also gets a bum deal.

wealdroam

When you do return the thing, I would urge you to use a signed for service.
It is too easy for the supplier to say "sorry the returned item didn't turn up".

What is the item?
Why is it not suitable?
Could you sell it on ebay?

Al1x

Could you use a courier to send it back? parcel2go are from 3.99+VAT

sarlyka

Thanks Al1x, Parcel2Go will deliver it for £5.99, which is a lot cheaper than Royal Mail.

PZH

Also bear in mind that the refund would be paid back to the account that was used to purchase the item.