'Ideal' Post & Packing Refund?

joe2cool

Hi I returned one 'Energitech 1500W Radiator' on the 9th January 2012, due to it being damaged on delivery. On receiving the order on the 4th January 2012, I contacted 'Ideal' the same day.

I have noticed I have received a refund of £100.02 minus the 'post & packing costs' of £19.99?

On 'Ideal Shopping' website it says 'refunds & postage only given in certain circumstances'? Could you please tell me what these are? Just wondered why I haven't received a full refund including post & packing? Especially with the item being damaged? & sent back immediately?



I would appreciate your help in the situation

Thanks

Leo2020

They can't refuse to refund the delivery charge for damaged or faulty goods.

Under DSR, if you want to return an unwanted item you can notify the supplier within 7 days (you don't have to return within 7 days, just notify) and receive a full refund but you may have to pay the return postage. You would need to pay return postage if this is specified within their T&Cs.

If the shop offer an extended return period, say 14 days, then they could specify that they won't refund postage after the first 7 days. This is because the shop is offering you something extra to your rights so they can set their own terms for returns beyond 7 days. But even if they offer an extended return period if you notify them within 7 days of receiving the goods then they have to offer a full refund including postage.

Have you contacted Ideal Shopping and asked where the refund for delivery is? It could be they have just made a mistake.

veryunsure

I have had to return stuff to Ideal because of it being faulty.

Each time I have had to ask about delivery refund and each time it has been refunded after the email being processed.

Read into that what you like!

bod1467

Did you only return one item out of a set of items? Or was this the only item on your order? (If one of a set then outbound postage costs are not necessarily eligible for refund if only one item is returned. If it was the only item on the order then they are liable to refund the delivery costs).

Either way, they are also liable for returns postage costs for faulty items. (SOGA).

joe2cool

Hi appreciate your quick reply. yes I have emailed first as calls cost so much by the time you actually speak to someone & you usually get through to India. Guess I won't use 'Ideal' again. They don't seem to compare with 'Amazon'

joe2cool

Hi its just the one item

unholyangel

You're entitled to a refund of delivery costs.

Email them (or send it by letter) stating that under Sale of Goods Act they are legally obliged to refund you in full - including the delivery charge paid.

Personally I would also report it to Trading Standards. Then again I have a low tolerance for companies who have such a open disregard for consumer law.

joe2cool

Hi 'Bod1467' I've been checking (soga) & under Returns it says:

Getting your money back
Under the distance selling regulations, you are quite within your rights to change your mind at any time within the first seven days, return the goods and get a full refund. This means without financial penalty of any kind – such as a cancellation charge or a ‘restocking’ fee. The supplier must also refund any delivery charges paid by you, and any other costs related to the contract. Refunds must be made within 30 days from cancellation, whether or not the goods have been sent back. Any related credit agreements will also cease to exist.
You may be required to pay to return the goods, but you must have been informed of this as part of the pre-contractual information. if the goods are faulty, then under Sale of Goods, the supplier will always bear the cost of returning them.
On further the checking the paperwork, & the 'Flexipay T&C' It says 'we will refund your card for the amount excluding P&P on returns' Looks like 'am not feeling lucky.

joe2cool

Thank you really appreciate your help. The person who required the radiator is a pensioner so the cost of P&P is a lot to her

unholyangel

joe2cool wrote: »

Hi 'Bod1467' I've been checking (soga) & under Returns it says:

Getting your money back
Under the distance selling regulations, you are quite within your rights to change your mind at any time within the first seven days, return the goods and get a full refund. This means without financial penalty of any kind – such as a cancellation charge or a ‘restocking’ fee. The supplier must also refund any delivery charges paid by you, and any other costs related to the contract. Refunds must be made within 30 days from cancellation, whether or not the goods have been sent back. Any related credit agreements will also cease to exist.
You may be required to pay to return the goods, but you must have been informed of this as part of the pre-contractual information. if the goods are faulty, then under Sale of Goods, the supplier will always bear the cost of returning them.
On further the checking the paperwork, & the 'Flexipay T&C' It says 'we will refund your card for the amount excluding P&P on returns' Looks like 'am not feeling lucky.

I may have misunderstood your post but to me, it sounds like you don't think you're entitled to a full refund (inc delivery charge).

Was it you that highlighted that line? Its irrelevant to your situation, a red herring if you will. That is for DSRs, under SOGA the retailer is responsible for ALL costs. That means delivery charges and return charges (if any - some places require you send it back and they will reimburse you, others will arrange a courier at no cost to the consumer) on top of the purchase price.

joe2cool

OK Thx again for taking the time, I will see if I hear from 'Ideal'