Returning an item we didn't order

OzzyTravis

I have recently had some bad luck with Play.com where I ordered an item and having waited a week for this item to arrive, I received someone else's orders of four large and heavy books.

I contacted play.com to tell them they had sent the wrong item and they said I have to send back these books to them or they will charge me for them and that they will only refund postage once they have received a receipt for our postage costs. I feel that it can't be the case that I should be out of pocket and have to make the effort to go to the post office because of their mistake. I always thought it was the case that if a company mistakenly sends you a product, it was their responsibility to collect it?

Apologies if a similar question has already been posted and thanks for any feedback and help

neilmcl

As you didn't order the books I believe they can be classed as unsolicited therefore the retailer, in this case Play.com, should make provision to get them back at their cost and at your convenience. They cannot charge you for them!

unholyangel

Maybe worthwhile noting that Play.com isnt covered by UK law (and they're not part of the EU either), but Jersey do have their own DSR i believe but i have no idea if its identical or nearly identical.

However it is basically the same, so goods sent in error/as a substitute need to be returned at the cost of the supplier.

Personally, i'd also cancel my own order after their behaviour. I ordered items from them a while back, they sent items that were significantly different, i returned them and they credited me a set amount for each......when i queried it i was told i needed to provide proof of postage - which i did and i eventually got a refund but to me it seemed dishonest. How many people wouldnt know they were entitled to the full amount back? And what further irked me is that when i sent them back, the cost of the postage was on the packages themselves, yet they needed "proof" =/

nomoneytoday

They have offered to pay the postage upon receipt - seems reasonable to me

shaun_from_Africa

They have offered to pay the postage upon receipt - seems reasonable to me

Reasonable? Possibly, but not what the law states they are liable for.

The OP states that it's 4 "large and heavy" books, so the postage probably won't be cheap and it will require them going to a post office to drop the package off. (Will play.com also cover their expenses and time for this to be done?).
Also, I wonder how long it will take for the return to be processed and for the money to be refunded.

As the goods are not what was ordered, it is the sellers responsibility to collect or arrange collection of the goods, not for the recipient to have to arrange this themselves.

T_T_2

I'd write back to Play.com and give them three different date and time frames within which you will make the goods available for collection at their expense, e.g. Saturday Xth between 9am and 11am. Play sent you someone else's order, you can't possibly be legally charged for it, you are doing them a favour by not dumping it on your door step.