VERY & delivery charges

jimbo24168

Checked my account balance with VERY today and found there was a charge for P&P. I phoned them to ask what it was for and they said it was for an item I had returned. I said these charges should have been refunded under DSR but they said they only refund P&P if the goods were faulty, not if the customer merely changed their mind.
Needless to say I have already reported them to Trading Standards as they very nicely said this in an email.

So the moral is to always check your account if you have returned goods.

chocdonuty

They are completly right, you changed your mind, Very don't even have to refund for the item let alone the p and p!
Next time get the item delivered and if needs be, returned by the collect plus method, it's free

jimbo24168

Under DSR I can return any item bought over the internet for any reason , receive a refund for the item and the P&P.

I should have mentioned in my original post that I did have the iten delivered, and returned, on their collect+ service so they were in fact charging me retrospectively on what they claim is a free service.

Searcher

jimbo24168 wrote: »

Under DSR I can return any item bought over the internet for any reason , receive a refund for the item and the P&P.

Not quite!

If the item isn't faulty then the retailer can charge for return postage so long as they tell you of that before you order

This from Very's T&C

You will be responsible for the cost of returning the goods to us, including the collection cost, if you cancel under Distance Selling Regulations

So looks like they are right to charge.

jimbo24168

Looks like I haven't made myself clear.

The P&P charge was for the original delivery to me, not the return P&P to them, so it should have been refunded.

timbstoke

jimbo24168 wrote: »

Looks like I haven't made myself clear.

The P&P charge was for the original delivery to me, not the return P&P to them, so it should have been refunded.

But you returned using Collect+. This is, as you say, free for delivery, but I can't see anything which says it is also free for returns. It sounds like they have charged you for the return, which is allowed.

Its certainly worth writing them a letter pointing out the DSR's and asking them to explain the charge. Its probably allowed, but its certainly sneaky so a complaint in writing may result in a goodwill refund

Valli

jimbo24168 wrote: »

Checked my account balance with VERY today and found there was a charge for P&P. I phoned them to ask what it was for and they said it was for an item I had returned. I said these charges should have been refunded under DSR but they said they only refund P&P if the goods were faulty, not if the customer merely changed their mind.
Needless to say I have already reported them to Trading Standards as they very nicely said this in an email.

So the moral is to always check your account if you have returned goods.

jimbo24168 wrote: »

Looks like I haven't made myself clear.

The P&P charge was for the original delivery to me, not the return P&P to them, so it should have been refunded.

So in you first post you highlighted the return of the item

Then in the second post I have quoted you claim the P&P was for delivery to you, so no, not clear.

They are entitled to charge for delivery TO you; they are entitled to charge for return P&P to them if it's a change of mind. Just because you decided you no longer wanted the item they are still entitled to have charged for delivery to you. IIRC they used to charge £3.95 for orders under £40 unless there's an offer on.

It's your responsibilty to check delivery charges!

SnowTiger

Valli wrote: »

So in you first post you highlighted the return of the item

Then in the second post I have quoted you claim the P&P was for delivery to you, so no, not clear.

They are entitled to charge for delivery TO you; they are entitled to charge for return P&P to them if it's a change of mind. Just because you decided you no longer wanted the item they are still entitled to have charged for delivery to you. IIRC they used to charge £3.95 for orders under £40 unless there's an offer on.

It's your responsibilty to check delivery charges!

http://www.bbc.co.uk/news/10560466:

Next has been breaking consumer law by failing to refund delivery charges on goods bought online but then returned, a BBC investigation has found.

Other mail order companies were also found giving out the wrong information about their refund policies.

A customer returning goods within seven working days is entitled to a full refund and the initial delivery charge, under the Distance Selling Regulations.

Next told the BBC it would change its policy from the start of August.

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf

Refunds

The retailer must refund the full amount including the delivery
costs as soon as possible after the consumer cancels, and in
any case within 30 days at the latest. You cannot insist on the
goods being received by you before you make a refund.

Basically, under DSR and with a few exceptions, punters have seven days after an item has been delivered to examine an item and decide whether or not they want to keep it.

I thought customers had to inform the retailing the item was being returned under DSR to have the delivery charge refunded, however the BBC article I highlighted says otherwise.

As you mention, it's unclear whether the charge was for having the item delivered or returned.

Valli

Valli wrote: »

So in you first post you highlighted the return of the item

Then in the second post I have quoted you claim the P&P was for delivery to you, so no, not clear.

They are entitled to charge for delivery TO you; they are entitled to charge for return P&P to them if it's a change of mind. [STRIKE]Just because you decided you no longer wanted the item they are still entitled to have charged for delivery to you.[/STRIKE] IIRC they used to charge £3.95 for orders under £40 unless there's an offer on.

It's your responsibilty to check delivery charges!

Thanks - post amended now