Can I get delivery charge refund??

Daisy_May_3

Am I entitled to a refund of delivery charges when I return an item bought online because I changed my mind? In their 'Return Information' QVC say "the product price and delivery charge paid are refundable, less a compensatory charge normally equal to the delivery charge". I would welcome you opinions!!!

Hintza

They should refund in full inc. P+P (see DSR). But you will most probably have to pay any return postage.

So no they can't withhold the cost of P+P unless they are not a UK company and the goods have come from abroad.

There are a few items that are not covered by DSR though.

bris

If you cancel uner DSR within the 7 day time period then you are entitled to your postage back, you may have to pay to return it though. If you cancelled on their terms then you don't get the postage back.
When did it arrive and when did you cancel?

Jim_Jupiter

Depends, did you notify QVC your intention to return the item within 7 days from the day AFTER your item was delivered?

If so you're entitled to a full refund plus the cost of the delivery to you. You will be responsible for the cost of getting the item back to them however.

If 7 days has elapsed then you'll have to conform to QVC's own returns policy.*

(*Unless in their T&Cs they make no reference to the 7 day rule under the Distance Selling Regulations - in which case your 7 days turns into 30 days. I would presume QVC would surely mention it however).

Daisy_May_3

Thanks for your comments - QVC seem to want to avoid refunding the postage by saying they will take " A COMPENSATORY CHARGE NORMALLY EQUAL TO THE DELIVERY CHARGE' !! Is this legal ??? Yes, I contacted QVC on the day I received the item, so well within the 7 days.

Jim_Jupiter

No they cannot withhold their delivery fee - make your request for a refund in a durable form (an email will suffice) and they MUST refund your delivery + full cost of item. The cost to you will be returning the item to them.

neilmcl

Jim_Jupiter wrote: »

No they cannot withhold their delivery fee - make your request for a refund in a durable form (an email will suffice) and they MUST refund your delivery + full cost of item. The cost to you will be returning the item to them.

Only if that is stated in their T%Cs, also to be available in a durable form.

geri1965_2

QVC are terrible for this, I've argued with them about it on a number of occasions. They usually give in eventually, but it is such a hassle it puts me off buying from them now.

mjm3346

If you are returning under DSR (changed mind not faulty goods) you get a full refund inc their delivery charge, if you return under their 30 day money back you pay their delivery charge.

9.4 You also have a statutory right to cancel your purchase. If you wish to cancel you must tell us in writing, including by fax (fax number 0151 551 2870) or email (please see our webform at www.qvcuk.com for email cancellations) within 7 working days from the day after the date on which the product is delivered. You should keep evidence of having given your cancellation notice, such as a certificate of posting or fax confirmation report. You must take reasonable care of the product and you should return the product to us (at your own risk and cost) within 7 working days of notifying us of your cancellation. The product must be returned unused (except to the extent use was reasonably necessary to examine the product). Please return the product with its original packaging. The following products are excluded from this legal right to cancel: (i) perishable products such as food or flowers; (ii) audio/video recordings, DVDs or computer software that you have taken out of the sealed packaging in which they were delivered to you; (iii) products made to your own specification; (iv) periodicals or magazines; and (v) any other products that by reason of their nature cannot be returned. We will refund the purchase price of the product together with the delivery charge you paid to receive the product.

Daisy_May_3

I have managed to get QVC to refund my p & p ("on this occasion only") !! They told me that, to qualify under DSR regulations, I should have changed my mind BEFORE I received the item! However I think they are being disingenuous and are misleading their customers.

unholyangel

Daisy_May wrote: »

I have managed to get QVC to refund my p & p ("on this occasion only") !! They told me that, to qualify under DSR regulations, I should have changed my mind BEFORE I received the item! However I think they are being disingenuous and are misleading their customers.

They are. Its part of unfair trading for a retailer to mislead a consumer about their rights or if they even present them as "policy" instead of actual rights afforded by law.