Refunding Return Postage

Sni9er

Good Morning

wondering if I can get a little guidance here I recently purchased some boots for my wife unfortunately when they arrived the zip immediately broke

so i sent them back however when sending the postage receipt to the merchant they informed me they will only refund up to £3.99 return postage

I've scoured the DSR and the newer CCR I can see about postage being paid on faulty goods returns but I cant see anything that permits them to limit the return cost, conversely on their side I cannot see anything within the CCR/DSR that forbids them from imposing a limit, can anyone advise here?

Thanks in advance !

Fosterdog

Did they offer to cover the postage for you or get the boots collected from you? Did you ask them to cover postage before sending the boots back or ask them to collect?

They do only have to cover reasonable costs, if there was a method of posting that only costs £3.99 but you chose to use a different service costing say £25 then that is your own choice to use a more expensive method and they are allowed to only reimburse you what is should have cost to return.

daytona0

It depends on WHY they limited the cost...


If they have offered, or advised you on, a cheaper returns postage method (which would cost them 3.99) and then you've gone and posted it at a more expensive price then you've put them unnecessarily out of pocket. You will therefore have to pay the excess


If it is simply a part of their terms and conditions then you are likely able to argue that your consumer rights are not bound by these.


I've dealt with a couple of customer queries like this in the past. One guy was funny. I went on Royal Mail armed with the weight of the item, the cost and I have offered reimbursement up to 50p more than the value of the cheapest tracked method. Put it all clearly in the email instructions. He only goes and sends it first class next day before 10am service or something like that! It cost him more than the value of the item to send it back and I'm afraid that this customer left vowing never to shop with us again

Sni9er

they did offer to pay, however it was only after I sent the receipt they pointed me towards the small print that stated the £3.99 limit the base cost to return the boots (as the box was rather large) was 6.99 we enhanced the cover ourselves for an extra £2 (£8.99 total) which we'd have been happy to pay if they didn't cover however it just seems their return limit is smaller than what is reasonable for the items size

Do you have a reference within the CCR/DSR about the "Reasonable" return costs i can quote in my response to the merchant ?

daytona0

Sni9er wrote: »

Do you have a reference within the CCR/DSR about the "Reasonable" return costs i can quote in my response to the merchant ?

That isn't really the point, the point is could you have posted the boots back to the seller for the 3.99 (or 6.99) cost you were apparently bound by?

- If you can then why didn't you try and mitigate the seller's losses?

- If you can't then go back to them with low end quotes from various couriers (you could get away with quoting only Royal Mail) and just basically say that they need to cover it.

mattyprice4004

Hermes carry 2KG for £3.59 - that would probably have been enough. £50 compensation too.

bris

They can limit it because they are liable for reasonable return postage, that means being able to get a service for up to £3.99 for this item, which is easy to do.

ThumbRemote

bris wrote: »

They can limit it because they are liable for reasonable return postage, that means being able to get a service for up to £3.99 for this item, which is easy to do.

How do you know the size, weight and value of the item?