Ebuyer returns.

oldagetraveller

I've just returned a tablet p.c. to ebuyer at my expense. Wasn't sure if it was faulty. They have confirmed it is faulty and will issue a refund of the price paid.
Ebuyer advise a tracked return and for my own peace of mind I used RM Special Delivery for the added insurance cover. This cost £11 (1.5kg and medium parcel).
Ebuyer state, in their returns policy, they will only contribute £4 towards the return cost or "reasonable postage costs" for a faulty item.
Is this correct? I would have thought that as the item is faulty they have to pay the full cost of returning? Why should I bear the full/partial cost of a proper return for a faulty item?
Even RM Signed For is £10 and £9.10 for 1st or 2nd respectively, for that size and mass of parcel, with a max. value of only £20.
"Returns using your own method of delivery

If you elect to return the defective product to us using your own method of delivery, we will refund up to £4.00 of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs."


"Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage"

"We always advise our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Royal Mail Special or Recorded Delivery."

bris

They will pay what's reasonable to get the item to them, special delivery was your choice, you could have used a cheaper service.

The law states they must pay return costs, but it has to be reasonable.

oldagetraveller

Yes I know that! I could have but there would have been no adequate compensation cover for the price paid for the item.
So if the item had been "lost" I would have been financially out of pocket. By a lot more than RM's basic compensation.
So, for the value of the item it was reasonable.
Plus they have said only the price of the item will be refunded as I stated in my post. (3rd sentence)

EarnMoneyOnline

It was not the cheapest option available to you, and due to that, they wouldn't be under legal obligation to pay you those costs. What they are under obligation to do, however, is to pay you, at the minimum, the total cost of the cheapest postage option that was available to you.

oldagetraveller

I know it wasn't the cheapest option! But that would not have compensated me fully in the event of loss.
"We always advise our customers to use some form of delivery that requires a signature on delivery."
Which is RM Signed For, Special Delivery or a courier. Even the cheapest courier delivery usually only compensates up to around £50 and is only marginally cheaper than RM.

wealdroam

oldagetraveller wrote: »

bris wrote: »

The law states they must pay return costs, but it has to be reasonable.

Yes I know that!

Then why did you ask the question...

oldagetraveller wrote: »

I would have thought that as the item is faulty they have to pay the full cost of returning?

oldagetraveller

Was in answer to "you could have used a cheaper service".
My apologies for not being as smart as you. There are really some self appointed clever clogs on MSE these days. If you can't post something useful then don't bother.
The cheapest is RM 2nd class up to £20 value for £8 (1.5kg, medium parcel) . So ebuyer are not even covering the cheapest.
Other than walking,cycling, jogging to Howden with the parcel, then what is the cheapest?

visidigi

oldagetraveller wrote: »

Was in answer to "you could have used a cheaper service".
My apologies for not being as smart as you. There are really some self appointed clever clogs on MSE these days. If you can't post something useful then don't bother.
The cheapest is RM 2nd class up to £20 value for £8 (1.5kg, medium parcel) . So ebuyer are not even covering the cheapest.
Other than walking,cycling, jogging to Howden with the parcel, then what is the cheapest?

Did they offer a collection service?

custardy

oldagetraveller wrote: »

Was in answer to "you could have used a cheaper service".
My apologies for not being as smart as you. There are really some self appointed clever clogs on MSE these days. If you can't post something useful then don't bother.
The cheapest is RM 2nd class up to £20 value for £8 (1.5kg, medium parcel) . So ebuyer are not even covering the cheapest.
Other than walking,cycling, jogging to Howden with the parcel, then what is the cheapest?

there are cheaper non RM options

mattyprice4004

Shocking news, but there are couriers other than Royal Mail!

https://www.collectplus.co.uk would have been about £5.