Postage Refund from Hotter

Thomjack

I bought a pair of shoes from the Hotter website. They were too narrow and I returned them. I have just had a phone call asking about a replacement. As I do not want a replacement pair they are charging me postage to return them. Fine.

However they are also withholding the original postage I paid to have the shoes delivered. This doesn't seem right to me but Hotter insists that they have the legal right to withhold the postage. Can anyone confirm that this is correct under DSR? thanks.

wealdroam

Page 25 of the OFT's guide to the DSRs tells us...

What specifically do I have to refund to the consumer if they cancel?
3.48 The DSRs require you to refund any money paid by or on behalf of the consumer in relation to the contract to the person who made the payment. This means the full price of the goods, or deposit or prepayment made, including the cost of delivery. The essence of distance selling is that consumers buy from home and receive goods at home. In these circumstances, almost every case of home shopping will involve delivery of the goods ordered and so delivery forms an essential part of the contract.

Thomjack

Thanks so much for your help.:)

Thomjack

Email from Hotter this morning confirming that delivery postage is being refunded. Yay!!

Lori007

Thanks for this - just phoned QVC because I returned an item which didn't look the same as it did on TV and they wouldn't refund postage. Just phoned them and they advised that they never refund postage unless the item is faulty, quoted the above text to them and amazingly they have refunded postage immediately!!!!!!!!!!!!! Also told me to phone them in the future should I need this again with future goods - pain that they are not implementing it but great that I now know my rights - thank you so much.:D:T

pulliptears

Oh dear Hotter, naughty naughty....

Returns: If you can't decide on an alternative pair of comfy shoes and would like a refund then you can still return your items to us, no problem. Once we've received your returned items we'll refund your money minus £2.20 to cover return postage.

All we ask is that you return your items to us, in perfect condition and with their original packaging, within 90 days from receipt. This does not affect your statutory rights.

lovinituk

pulliptears wrote: »

Oh dear Hotter, naughty naughty....

I'm assuming they have some sort of pre-paid return service based on this by the OP...

Thomjack wrote: »

I bought a pair of shoes from the Hotter website. They were too narrow and I returned them. I have just had a phone call asking about a replacement. As I do not want a replacement pair they are charging me postage to return them. Fine.

They are well within their rights to not have to pay for the return postage if the return is a 'change of mind' as they have clearly stated so. They would only be obliged to pay for it if the item was faulty or mis-described.

It is the original postage fee that they must refund in all cases which is what the OP was querying.

arcon5

pulliptears wrote: »

Oh dear Hotter, naughty naughty....

Returns: If you can't decide on an alternative pair of comfy shoes and would like a refund then you can still return your items to us, no problem. Once we've received your returned items we'll refund your money minus £2.20 to cover return postage.

All we ask is that you return your items to us, in perfect condition and with their original packaging, within 90 days from receipt. This does not affect your statutory rights.

Making a deduction to cover return postage is acceptable under DSRs. This sounds to me as though they perhaps include a returns label with orders so you don't pay return postage direct to the PO.

pulliptears

arcon5 wrote: »

Making a deduction to cover return postage is acceptable under DSRs. This sounds to me as though they perhaps include a returns label with orders so you don't pay return postage direct to the PO.

Ahhh. My bad