Can an internet only supplier charge for returns?

Andy002

I have bought £950 worth of bathroom stuff from Victoria plumb and the sink is too big, so I want to return it. It cost £49.99 and they want to charge me £50.00 to return it!

As they are an internet only supplier should I have to shell out for returns?

I'm so annoyed as the item says space saver sink, but it's huge!

I don't want to pay them to take the item back! Grrr.

shaun_from_Africa

They state that they charge up to £49.99 to cover the cost of collection for returned items, but you are entitled to choose a courier of your own for getting the goods back to them.
I'm sure that you could find one that would charge far less than this.

http://www.victoriaplumb.com/info.html#returns

Please note that a collection charge will be implemented for all non faulty returns up to a maximum of £49.99, and that this must be paid prior to any collection being processed.

Should you decide to return goods yourself via a courier service of your own choice then please note that this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. Always inform our customer care team regarding the details of any
goods you intend to return. Please note that we can only accept returned items from registered courier services, and that customers are unable to return items in person.

unholyangel

Just to add onto the above post, is it bigger than you expected? or bigger than actual measurements given by them on their website?

If its bigger than you expected then its just a change of mind return and as such (if made after 13 june) CCRs apply - in which you are responsible for the return costs - providing you were informed of this prior to the contract being concluded in a durable form.

If its their mistake on measurement, they're responsible for the cost of returning as the goods arent as described.

Sasahara

If postage is too high, you may be better off trying to sell it on yourself and take the hit for the difference.


(This is assuming the size issue is your error)

Andy002

Thank you.

It just seems pretty daft that they want the exact same money to ship a return than the actual cost of the item. I will look at alternative couriers.

photome

andy002 wrote: »

Thank you.

It just seems pretty daft that they want the exact same money to ship a return than the actual cost of the item. I will look at alternative couriers.

Dont forget if you pay a courier its your responsibility until it gets there

whitegoods_engineer

Sounds fishy that they won't let a customer return the item, - only registered couriers?

I guess that's so that they can make a profit on the cost of returns as there is no way it would cost them that much to get the item back to their depot.

I would even suggest that this is an unfair condition in the contract. If the goods are returned in saleable condition, I can't see why the customer shouldn't be able to make the return delivery themselves.

frugal_mike

The consumer contract regulations

say that the if the consumer is responsible for the cost of returning the goods (and there are situations when they are not), then they are responsible for the 'direct cost'. That to me would mean a company is not allowed to make profit from returns.

shaun_from_Africa

whitegoods_engineer wrote: »

Sounds fishy that they won't let a customer return the item, - only registered couriers?

I guess that's so that they can make a profit on the cost of returns as there is no way it would cost them that much to get the item back to their depot.

I would even suggest that this is an unfair condition in the contract. If the goods are returned in saleable condition, I can't see why the customer shouldn't be able to make the return delivery themselves.

The customer can return the goods and they can use a courier of their own choosing. It's just that they can't return goods in person.
This is no different to Amazon, Currys etc who allow you to return unwanted goods by post or courier but they won't allow you to turn up at their distribution depot to hand over the goods.

frugal_mike wrote: »

The consumer contract regulations say that the if the consumer is responsible for the cost of returning the goods (and there are situations when they are not), then they are responsible for the 'direct cost'. That to me would mean a company is not allowed to make profit from returns.

I didn't think that the "direct cost" clause was in the new legislation. (but I may be wrong).

zaax

So whats stopping you turning up at their depot say you're a courier ?

photome

zaax wrote: »

So whats stopping you turning up at their depot say you're a courier ?

maybe because they wont accept it without a consignement note to sign, which you wont have if you dont use a courier