Incorrect item and postage refund

f1charlie

I purchased two pairs of trainers for my daughter from Sportsdirect (I know, I know!) and they sent one of the pair in size 5 instead of the ordered 6.5.

I returned the incorrect pair by recorded post as advised, requesting refund of my postage as it was their mistake. I have received a refund for the shoes but not the postage.

Where do I stand with respect to quoting consumer rights to them for refund of my postage?

Hintza

Any decent company would refund your postage as they should. So write to them asking for it to be refunded. If they ignore you, you will then have to ask yourself how much effort this is worth.

Flyboy152

f1charlie wrote: »

I purchased two pairs of trainers for my daughter from Sportsdirect (I know, I know!) and they sent one of the pair in size 5 instead of the ordered 6.5.

I returned the incorrect pair by recorded post as advised, requesting refund of my postage as it was their mistake. I have received a refund for the shoes but not the postage.

Where do I stand with respect to quoting consumer rights to them for refund of my postage?

You are fully entitle to your return postage to be refunded. There could have been a misunderstanding, perhaps they thought you had just simply changed your mind (not impossible to imagine). Call them and ask them to refund your money. If they don't, go to your credit or debit card provider and ask them for a chargeback.

arcon5

Flyboy152 wrote: »

You are fully entitle to your return postage to be refunded. There could have been a misunderstanding, perhaps they thought you had just simply changed your mind (not impossible to imagine). Call them and ask them to refund your money. If they don't, go to your credit or debit card provider and ask them for a chargeback.

I'm reading op to mean they won't refund the postage for returning the goods to them via registered post.. in which case a chargeback wouldn't be an option.

I could be wrong though... if op can clarify..

visidigi

arcon5 wrote: »

I'm reading op to mean they won't refund the postage for returning the goods to them via registered post.. in which case a chargeback wouldn't be an option.

I could be wrong though... if op can clarify..

You read that right. Flyboy152 is wrong, chargeback is not an option here.

f1charlie

Thanks for all the replies.

Sportsdirect state on the invoice that "We recommend you use Royal Mail registered post. The cost of return is covered by the customer."

I returned the item by registered post. If I had changed my mind, it seems fair enough that I bear the cost of returning the item, but as the error was made by them I feel that they should reimburse the return postage.

bod1467

You are correct - they are wrong. Returns due to faults the retailer pays for return postage. (Your statutory right under SOGA).

f1charlie

Thanks, I have emailed them but not yet had a response. I'll give them a couple of days in case they are still on holiday.

In case I don't get a reply can you point me in the direction of the exact words from the SOGA that I can quote to them?

bod1467

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained/

See item 5.

But Fat Mike didn't make his money by making things easy for his customers once he's got the money.

f1charlie

Thanks Ian.

Well I'll be damned if I'm going to add to his fortune even if it is only a few quid!

Flyboy152

arcon5 wrote: »

I'm reading op to mean they won't refund the postage for returning the goods to them via registered post.. in which case a chargeback wouldn't be an option.

I could be wrong though... if op can clarify..

Hmm...I was under the impression that if a retailer did not honour their obligations under the law, the card provider would be obligated, under their charge back provision to refund the money and then subrogate the charge to the retailer.

It might be Which?'s interpretation as well.

When can chargeback be used?

Like section 75, chargeback can be used in cases of goods not arriving, arriving damaged, arriving not as described, or where the merchant has ceased trading; but it does not create joint liability on the card company in the way that Section 75 does.


Read more: http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-debit-cards/#ixzz1hlpXxkNf
Consumer Champions Which?
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