DSR, Advice

Matty007

My Son bought a cap for £35.00 online.

When it arrived it wasnt quite what he wanted and has returned it, used the business return label, but have been told that they will deduct £6.00 from the refund for the cost of the return.

The full turnaround time was less than a few days, what is his position regarding the DSR.

I had though that the company had to refund any return postage too.

Thank you.

Matt

shaun_from_Africa

A company can charge for the return postage costs, but only if this was made clear beforehand, and then they are only allowed to charge the actual costs incurred in the return.

arcon5

What postal company are they using for their returns label?

They can only deduct the direct cost of returning the goods (if their terms permit), but yes they can make a deduction. I do though suspect £6 is excessive, it would/should have cost them less than half this.

It really doesn't matter whether it was all turned around in a few days or a few weeks, postage costs are still incurred for both journeys.

OlliesDad

Did your son inform the retailer within 7 working days (starting day after delivery) of his intention to cancel?

Matty007

Sorry have been away, thank you for all your helpful advice.

We did inform the retailer within a 7 day period.

Please let me know your thoughts.

Regards
Matty007

scooby75

You will need to check the contract to see if they specify that the consumer is responsible for returns. if they do not, then the cost is theirs. Where they do, then the cost should be reasonable. if £6 is twice the cost it should be, then you will need to ask whether £3 is worth a fight over.

Forwandert

scooby75 wrote: »

You will need to check the contract to see if they specify that the consumer is responsible for returns. if they do not, then the cost is theirs. Where they do, then the cost should be reasonable. if £6 is twice the cost it should be, then you will need to ask whether £3 is worth a fight over.

There wouldn't be any need to fight, just get the returns number and ensure the item is identifiable to yourself etc and send it back to them via the cheaper option.

scooby75

Forwandert wrote: »

There wouldn't be any need to fight, just get the returns number and ensure the item is identifiable to yourself etc and send it back to them via the cheaper option.

apologies - I thought it had already been sent. If you send it and pay for it then you will get the full cost of the item (plus postage to you if any). They cannot deduct what you have already paid for.

Matty007

Printed off the return label, first class postage, sent it back within a day or two.

I am not looking for a fight over a couple of quid, but I thought that if the item was bought online and returned within a certain period then the retailer was responsible for any return postage cost due to DSR.

Thanks again guy's I appreciate it.

st999

You should tell them that you are going to ask for advice on MSE as to what your rights are.

And you will be naming the company

I did and I got my postage back though you will get some posters saying that is not fair.

So what?
It worked for me.

arcon5

Matty007 wrote: »

Printed off the return label, first class postage, sent it back within a day or two.

I am not looking for a fight over a couple of quid, but I thought that if the item was bought online and returned within a certain period then the retailer was responsible for any return postage cost due to DSR.

Thanks again guy's I appreciate it.

No that is not the case, it wouldn't be fair either if the retailer had to pay 2 lots of postage because a customer has had a change of heart. The current system that the retailer covers outbound and customer covers return journey is much fairer.