QVC Full Refund Policy --- NOT!

luv2knit

Hi,
I am returning an item to QVC expecting 'the product price and delivery charge are refundable'...however, what is also stated is this...'less a compensatory charge normally equal to the delivery charge.'

So, that sounds like they won't pay for delivery charge. When I questioned their customer care manager his explanation was it is in the terms and conditions. When I pressed further he said it covers packing and unpacking the item.

Really? I never encountered this from other companies that sell online. £3.95 is an awful lot of opening a package and sticking the item in a bin.

So, not only do I not get a refund for my the p&p that was initially charged on the item, I don't get a refund on the postage I need to pay to return the item. A total of about £8 for nothing.

I find this very misleading and disingenuous. I will return item tomorrow with nasty letter and a cancellation of my membership but don't expect anything.

Has anyone been able to fight this non customer orientated service?

McKneff

ring trading standards. Sounds sneaky to me

shaun_from_Africa

What they are doing is totally legal if you are taking advantage of their 30 days returns policy, and is clearly stated in their T&C's.

Products returned under the 30-Day Money-Back Guarantee will
be subject to a compensatory charge (normally equal to the delivery charge). We
will normally refund you using the same payment method that you used to purchase
the products. For further information on our 30-Day Money-Back Guarantee please
see our Terms and Conditions.

If you are returning under the terms of the distance selling regulations then they refund the total paid inclusive of delivery P&P.

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.

wealdroam

There doesn't appear to be too much wrong with their returns policy.

They do allow upto 30 days to return things for change of mind, which is more that your statutory right, and their policy is ok on that.

Paragraph 9.4 of their Terms & Conditions details how you should go about cancelling an order under Distance Selling Regulations.
There doesn't seem much wrong with that either.

A cause for complaint that I can see is that perhaps there should be some reference to a DSR cancellation in their Step-by-step guide to returning a product.


Oops... beaten to it by Shaun.

bris

luv2knit wrote: »

So, not only do I not get a refund for my the p&p that was initially charged on the item, I don't get a refund on the postage I need to pay to return the item. A total of about £8 for nothing.

So you expect them to pay for you wasting their time?

unholyangel

Have we established OP was provided with their cancellation rights in a durable medium?

Have we also established OP failed to notify them of their intent to cancel within the relevant timeframe specified by DSRs?

And if OP is still reading, can you clarify both of the above along with what you purchased (it does make a difference as some items are not covered by the right to cancel).

luv2knit

Thanks everyone for your help. I did not know about or shall I say read section 9.4 before it was brought to my attention. I will now follow that process. You have all been a great resource.

However, I still feel it is misleading to the public when you promote yourselves as providing full refund on both product and delivery when in actuality you are not. I can't be the only one who fell for this?

earthstorm

luv2knit wrote: »

However, I still feel it is misleading to the public when you promote yourselves as providing full refund on both product and delivery when in actuality you are not.

its not misleading as they are refunding you all money 'less a compensatory charge normally equal to the delivery charge. which they are clearly stating. If they did not state they were taking a charge then it would be misleading

'the product price and delivery charge are refundable'...however, what is also stated is this...'less a compensatory charge normally equal to the delivery charge.

George_Michael

unholyangel wrote: »

Have we established OP was provided with their cancellation rights in a durable medium?

When QVC send something out, they provide a detailed invoice, part of which gives the full details and requirements for returning items.
This does give the DSR requirements as well as details of their own returns policy.