Boohoo.coms re-stocking fee

Angel_Rachie

I recently bought a top from boohoo.com costing £10 and when it arrived I was really disapointed as it was such a poorly made item. The arms were far too tight for a size M/L and it was more an XS size.
So i returned my item and was further disapointed when I received an email that I was only being refunded £8 as apparently their is a £2 re-stockingfee! But P&P is free. This re-stocking fee supposedly covers admin fees. This seems really unfair as it is their fault they made the top so badly, but I just want to find out my rights before replying to their email.
The re-stocking fee is stated in their Terms and Conditions but this still doesnt seem very fair.

Fosterdog

Looks like you're not the first with this problem

Take a look at this thread from a few weeks back
https://forums.moneysavingexpert.com/discussion/3757391

neilmcl

Did you comply with the Distance Selling regulations, ie, inform them within 7 days from receipt of the item that you wish to cancel and return the top? Under DSRs they cannot charge a restocking fee.

Having said that the alternative could be that they start charging for delivery or at least forcing the customer to pay for the return leg, which will likely be more than the £2 you were charged.

Angel_Rachie

Neilmcl: No i didnt, tbh this is a lesson learnt well. Had I read the Terms and Cons fully I would have just cancelled the order as soon as I realised the top was so poorly made.
I think they are using this 're-stocking fee' as a cover for not charging P&P on returns. However I have still paid £3.99 for the initial postage...so £5.99 down the pan basically

munchpot

As i posted on other forums - I quoted the DSR's and emailed Boohoo.com and asked them to return the £2 they had illegally taken from our refun" and asking for an explaination as to why they feel they can do this.
they immediately refunded the £2 and emailed me very quickly to tell me that bit but, as yet, still haven't told me why they think they can charge this fee. (i don't think they ever will!)

Angel_Rachie

Foster dog: Thanks for the link it gave me some legislation to throw at them in an email. Lets see what they have to say to it.

neilmcl

Although what they're doing is technically illegal with regards returns that come within the DSRs (sadly by her own admission this doesn't apply to the OP), if the £2 is a flat fee and they offer free returns p&p then it's not a great loss. I'd rather pay that than have to fork out for my own postage which may well be a fair bit more.

I don't see why they don't do the easy thing and change their T&Cs to simply say the £2 charge is for return postage, that way they comply with the legislation.

neilmcl

Angel_Rachie wrote: »

Foster dog: Thanks for the link it gave me some legislation to throw at them in an email. Lets see what they have to say to it.

You said earlier that you didn't comply with the DSRs so I don't see how it'll help.

Angel_Rachie

munchpot wrote: »

As i posted on other forums - I quoted the DSR's and emailed Boohoo.com and asked them to return the £2 they had illegally taken from our refun" and asking for an explaination as to why they feel they can do this.
they immediately refunded the £2 and emailed me very quickly to tell me that bit but, as yet, still haven't told me why they think they can charge this fee. (i don't think they ever will!)

Well done Munchpot, I have sent a similar email and hope to have a favourable reply. I know it is only £2 but it is the principal of it more than anything

Angel_Rachie

neilmcl wrote: »

Although what they're doing is technically illegal with regards returns that come within the DSRs (sadly by her own admission this doesn't apply to the OP), if the £2 is a flat fee and they offer free returns p&p then it's not a great loss. I'd rather pay that than have to fork out for my own postage which may well be a fair bit more.

I don't see why they don't do the easy thing and change their T&Cs to simply say the £2 charge is for return postage, that way they comply with the legislation.

I agree it's not a great loss but its the principal more than anything. I would not mind if they had been more upfront about it and not disguised P&P as a 're-stocking fee'.

Angel_Rachie

neilmcl wrote: »

You said earlier that you didn't comply with the DSRs so I don't see how it'll help.

I know but I do not think their Terms and Cons are legal in the 1st place.