Phase Eight Refund policy

Moneymagnet2

I bought a dress from Phase Eight, returned it because it didn't fit. They say it could take up to 10 days to make a refund. When I got notification about the refund, they did the old trick of not including the original delivery cost so I emailed them. They said "We do ask for any request for postage refunds to be put in writing within 7 days of receiving your order according to the distance selling regulations. [FONT=&quot]However, on this occasion I have now refunded your £2.95 ". But on checking their website says: "[/FONT]If you return part or all of your order we will not refund the delivery charge as this part of our service to you has been completed". If I have understood Martin :money:correctly, this is not right, but also, there is nothing on the T&Cs on the website to say that they required 7 days' notice to reclaim delivery costs. Not impressed!

mrschaucer

You are possibly mixing up two different things.
DSRs say that you get your delivery costs back IF you follow the DSRs, that is you have to let the co know in writing within a certain time frame that you are returning under DSRs. Did you do that?
Or there's the "goodwill refund" where you just send the stuff back within a much more generous time frame, no writing required, BUT the company doesn't have to refund your costs. Most companies don't spell out the DS regulations for you in their T&Cs, just their own goodwill policies.

unholyangel

However if they dont inform you of your right to cancel under DSRs, the period you have to inform them of your intent to cancel can be extended up to 3 months and 7 working days starting the day after delivery. So OP may still have time yet to inform them if they havent taken the necessary steps already.

And if their T&C's allow cancellation by other means, then DSRs may still apply since consumers generally cant sign away their rights. I believe the oft have something in their guidance along the lines of if their T&C's say they accept cancellation by phone then customers should be able to cancel by phone.

If OP's filled out a returns form or something similar (even emailed them), they will likely have provided durable notice of cancellation already.

nox118

Did they tell you of you right to cancel on the order confirmation email, or in writing on the delivery note or at any other time? as you have up to 7 days after being notified in writing. otherwise it's 3 months and 7 days.

Phase 8 cancellation policy in T&C's - re DSR - oops - as this is also denying consumer rights (by deliberate? mis-direction, also an unfair business practice covered by Consumer Protection from Unfair Trading Regulations 2008)

Cancelling an order
If you would like to cancel your order before we have dispatched it from our distribution centre then please contact us as soon as possible on 020 7471 4422 or by email at [EMAIL="web@phase-eight.co.uk"]web@phase-eight.co.uk[/EMAIL] .
If your order has already left our distribution centre then unfortunately it is not possible to cancel it at this stage. Instead once your order has arrived simply follow the returns instructions enclosed and when we have received your goods you will be issued with a refund.