Shopping in-store, online or by phone? Your consumer rights are now boosted

SuperHan

haylau wrote: »

When buying online, Customers are entitled to a full refund including outgoing postage when they cancel or just change their mind

What would happen if the consumer gave the wrong address during checkout, so it is then not possible for the post / courier to deliver the parcel

Are they still entitled for a full refund including the outgoing postage as the seller would never be able to fulfil the contract. Assuming that the incorrect address was not noticed until after delivery was attempted

Does the incorrect address void the contract and therefore entitlement to the postage refund?

You should get a full refund including postage, but if the terms were so that you should pay the return postage, I suppose they could deduct this from the refund as there will have been an associated cost with the return getting back to the retailer.

This is likely to be the same as the outgoing postage cost, hence the refund amount being less postage.

haylau

SuperHan wrote: »

You should get a full refund including postage, but if the terms were so that you should pay the return postage, I suppose they could deduct this from the refund as there will have been an associated cost with the return getting back to the retailer.

This is likely to be the same as the outgoing postage cost, hence the refund amount being less postage.

Thanks for the reply. Never thought about it that way. If the customer has a change of mind then they pay the return postage. So if the seller has to pay for the return postage it seems logical to deduct that from the refund

I am looking for somewhere where this is actually specified. Any ideas?

LilElvis

haylau wrote: »

When buying online, Customers are entitled to a full refund including outgoing postage when they cancel or just change their mind

What would happen if the consumer gave the wrong address during checkout, so it is then not possible for the post / courier to deliver the parcel

Are they still entitled for a full refund including the outgoing postage as the seller would never be able to fulfil the contract. Assuming that the incorrect address was not noticed until after delivery was attempted

Does the incorrect address void the contract and therefore entitlement to the postage refund?

Are you the seller or the buyer?

If the buyer gave an address and that is where the seller sent it then as far as I'm aware that's the end of the matter as the contract has been fulfilled. That the buyer gave an incorrect address is their problem. For all the seller knows the "incorrect" address could be that of the buyer's mother, best friend.

haylau

LilElvis wrote: »

Are you the seller or the buyer?

If the buyer gave an address and that is where the seller sent it then as far as I'm aware that's the end of the matter as the contract has been fulfilled. That the buyer gave an incorrect address is their problem. For all the seller knows the "incorrect" address could be that of the buyer's mother, best friend.

I am seller

We would normally refund in full anyway for good customer relations, but could really do with a definitive (sourced) answer to this. I am trying various government departments just not getting any response

LilElvis

haylau wrote: »

I am seller

We would normally refund in full anyway for good customer relations, but could really do with a definitive (sourced) answer to this. I am trying various government departments just not getting any response

You are likely to get more answers if you start your own thread. From memory there have been threads here before where buyers have given "old" addresses in error and they have been advised that the seller is under no obligation to replace or refund as they fulfilled the order. In the spirit of customer relations I think a replacement would be a reasonable offer. If they are wanting a refund then I would suspect that the delivery address you were given is for a friend/relative and they are trying to pull a fast one. Just my opinion and totally your call as to how you would wish to remedy.

Golfer23

I purchased a computer from laptopsdirect and informed them I wanted to return it as it was not fit for the purchase I intended. I informed them by email within the 14 days and they say in their terms and conditions they charge a 25% restocking fee. Is this legal ?

wealdroam

Golfer23 wrote: »

I purchased a computer from laptopsdirect and informed them I wanted to return it as it was not fit for the purchase I intended. I informed them by email within the 14 days and they say in their terms and conditions they charge a 25% restocking fee. Is this legal ?

No it is not.

Paragraph (8) of Regulation 34 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 says:

Reimbursement by trader in the event of withdrawal or cancellation

34 (8) The trader must not impose any fee on the consumer in respect of the reimbursement.

neilmcl

Golfer23 wrote: »

I purchased a computer from laptopsdirect and informed them I wanted to return it as it was not fit for the purchase I intended. I informed them by email within the 14 days and they say in their terms and conditions they charge a 25% restocking fee. Is this legal ?

No it's legal. Can I suggest you start a separate thread for your issue and explain why you think it's not fit for purpose?

Ballard

Could I get clarification on something please...

I purchased a laptop online at Dixons on 4th February and collected it 10th February.

I'm already unhappy with them about the collection process but I won't go into that here.

The laptop suddenly died on me this morning. There is power in the battery and I've tried plugging it in just in case but there's nothing whatsoever.

Because of my displeasure I'd like a full refund rather than a replacement or repair. From what I've been able to deduce this is my right but I'd like an expert view before I return to my local Dixons demanding this.

Thanks.

Edit:

This seems to answer my question. I should have looked at their website at first.

Within 30 days of purchase or delivery:
You always have the option of an exchange or refund if the fault occurs within 30 days of purchase or delivery. You can return it to store or arrange it by calling the Knowhow contact centre on 0344 561 1234, or by emailing customer.services@currys.co.uk . Extended range large kitchen appliances cannot be returned to one of our stores, please call Knowhow contact centre on 0344 561 1234.

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.

Ballard

I should finish this by saying that Curry's (not Dixons as I'd previous said) didn't bat an eyelid. They gave the laptop a quick check and gave me the choice of replacement or refund. No arguments.