Free delivery at Missguided.co.uk not as expected

nutmeg321321

I recently bought a dress from misguided.co.uk for around £24 with free delivery. When it arrived it was too big so I sent it back and wrote letter asking for a full refund under the 7 day cooling off period in the distance selling regulations. However, I just received my refund and noticed they had only given me a partial refund. They deducted £3.10 for shipping cost despite the fact that I had used their free delivery service! Surely if they claim to be giving free delivery for an item they cannot claim money for delivery charges when customers ask for a refund? Do they have a right to do this?

RadoJo

Did you pay to send it back or did you use their returns service? If you used their returns service, they may have a clause in their Ts and Cs that they will not refund return P & P and that might be the deduction they have made.

DWatts

RadoJo wrote: »

they may have a clause in their Ts and Cs that they will not refund return P & P and that might be the deduction they have made.

They would have to state upfront what that cost was. They can't charge an arbitrary fee for postage without making this clear before the return.

'Free postage' means just that, there was no price assigned to postage at the time of the sale, so under the DSR's I'm pretty sure they can't charge for it.

arcon5

Looks to me as though you used their collect+ service which states the following. This is perfectly legitimate under DSRs, it covers the cost of returning.

Collect +

We have now introduced a simpler way to return unwanted items back to Missguided using Collect+
You will have a fee of £3.10 deducted of your refund.