Company refusing to refund delivery charge

derrick

cardinalbiggles wrote: »

Outbound postage costs do not need to be refunded under DSR, thats a common misconception.

wealdroam wrote: »

Seems like the Office of Fair Trading have also got it wrong then.

On page 25 the OFT's guide to the DSRs it says...
I think I know who I'd rather rely on.

Can you substantiate your claim?

And just in case that is not good enough, maybe they might want to take a look at the actual legislation;-

Consumer Protection (Distance Selling) Regulations 2000 Section 14;- "14.—(1) On the cancellation of a contract under regulation 10, the supplier shall reimburse any sum paid by or on behalf of the consumer under or in relation to the contract to the person by whom it was made free of any charge, less any charge made in accordance with paragraph (5)"

Section 10, (as per above quote);-

And if you want it all;-
Consumer Protection (Distance Selling) Regulations 2000


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neilmcl

cardinalbiggles wrote: »

Outbound postage costs do not need to be refunded under DSR, thats a common misconception.

Oh dear, oh dear. :rotfl:

Mark_Hewitt

cardinalbiggles wrote: »

Outbound postage costs do not need to be refunded under DSR, thats a common misconception.

Which seems to be one you are suffering under!

System

If you look at the terms and conditions for the company they state that they will charge you £5 to cover the cost of the return as they don't offer a free return policy. I am hazy on the legalities of DSR but I believe they can legally do this if you haven't paid for the return. I think what has gone wrong here is that this works if you haven't paid for the return yourselves but in fact you've paid the post office to return the items and so there is no cost for the company to receive the return they have therefore wrongly charged you another £5 to pay for the return.

However at the end of the day its a fiver so I would just give them a bad review and move on. Its not worth the hassle

bingo_bango

goater78 wrote: »

If you look at the terms and conditions for the company they state that they will charge you £5 to cover the cost of the return as they don't offer a free return policy. I am hazy on the legalities of DSR but I believe they can legally do this if you haven't paid for the return. I think what has gone wrong here is that this works if you haven't paid for the return yourselves but in fact you've paid the post office to return the items and so there is no cost for the company to receive the return they have therefore wrongly charged you another £5 to pay for the return.

However at the end of the day its a fiver so I would just give them a bad review and move on. Its not worth the hassle

Excellent advice to give a new poster on a moneysaving site :cool:. Not everyone has a fiver to throw away. You obviously have, so count yourself lucky.

cardinalbiggles

wealdroam wrote: »

Seems like the Office of Fair Trading have also got it wrong then.

On page 25 the OFT's guide to the DSRs it says...
I think I know who I'd rather rely on.

Can you substantiate your claim?

Nope, I meant return postage costs, my misake!

System

bingo_bango wrote: »

Excellent advice to give a new poster on a moneysaving site :cool:. Not everyone has a fiver to throw away. You obviously have, so count yourself lucky.

Well obviously nobody wants to lose a fiver but at the end if the day the OP could afford to pay for the fiver postal charge if they had kept the item I am assuming they can afford to lose the fiver (although it is annoying)

I always think with small amounts like this there is a balance between the money involved and the time it takes to get the money back. I just don't think its worth the phone calls and emails to chase this problem up to just get £5.

When its small amounts like this, I warn other people of the company via sites like this, give them a poor review and then never use them again.

poet123

M&S apply the same policy. I returned a complete internet order to my local store and they did not refund the postage either.

lickle_monster

Thank you all for the advice although i think some people are under the impression that i want a refund on the postage that i paid to send the items back. Ideally the company should have a free returns service but i'm not quibbling about that. i just want the £5 i paid them to deliver the items to me as i believe i am entitled to a full refund including the delivery charge.

I just wanted to make sure that the DSRs overrule their T&Cs. Goater78, as i said in my original post, i know it's only £5.00 and it probably isn't worth the hassle but i'm sure that i'm not the only person who has not been refunded the original delivery charge by these companies and if the law says i'm entitled to a refund then i want a refund! If we all continue to keep quiet customers will continue to be ripped off or denied their rights and to me that's unfair!

Wealdroam, i will write to them again and reiterate the DSR clause, hopefully they will see that i'm not going to give up. Thank you.

sabz3008

lickle_monster wrote: »

Thank you both. The company is Rupali, it's an Asian clothing company.

I'm not surprised ONE BIT!!! I turned to NDTV Imagine the other day and saw those ridiculous TV ads for those crappy exercise machines - the ad probably breaches 100 different ASA rules ... Then it blatantly said at the bottom of the screen "7 DAY MONEY BACK GUARANTEE MINUS P&P COSTS" :eek:

These Asian companies don't seem to understand DSR...I can say this, because I am Asian, so no, it's not racist!