Refunded cost of item - but not the postage

redfragglebiker

Quick Q here guys - I recently returned an item to Selfridges as the colour wasn't quite what I expected when it arrived.

Now they have refunded me the price of the item but not the price of the postage. Am I right in thinking they should have also refunded postage or is my fuzzy head making that up somewhere along the line?

Thanks in advance for any help/advice you may be able to offer

InsideInsurance

redfragglebiker wrote: »

Quick Q here guys - I recently returned an item to Selfridges as the colour wasn't quite what I expected when it arrived.

Now they have refunded me the price of the item but not the price of the postage. Am I right in thinking they should have also refunded postage or is my fuzzy head making that up somewhere along the line?

As you are returning it because you dont like it rather than because its faulty then they only have to refund you the basic cost of delivery and not any additional upgraded delivery cost you may have paid.

Does Selfridges have a free delivery option? Did you pay for an express delivery?

Browntoa

http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations

What should you get back?

The original cost of the outbound postage to you should always be refunded by the seller.
The seller's terms and conditions or returns policy should state who pays the cost of returning the item.
If they don't state this, then the seller has to cover the cost.
In this case, you're entitled to a refund of the total amount you paid, including costs to ship the item to you, and the fee to return the item. No admin or restocking fees should be charged.

Browntoa

http://www.selfridges.com/content/refunds-and-returns

Returning a selfridges.com order is easy. We're happy to offer a refund within 14 days of delivery or collection – provided the items are new and unused, with all labels and tags intact and in the original packaging. For our Online Returns Policy, click here.

As a guideline, the following examples are not covered by our returns policy:

• Made to measure, altered, or personalised products
• Made to order products
• Newspapers, periodicals or magazines
• Event tickets
• Hampers
• Food and drink
• Flowers
• Opened CDs or DVDs
• Beauty items and cosmetics that have been opened, tested or partially used
• E-vouchers and gift cards
• Headphones that have been opened, tested or partially used

wealdroam

As said above they have to refund all monies paid except for any enhanced postal service you may have chosen.

Did they pay or the return, and perhaps they are using that to balance the costs of outward versus return postage?

InsideInsurance

Browntoa wrote: »

http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations

What should you get back?

The original cost of the outbound postage to you should always be refunded by the seller.
The seller's terms and conditions or returns policy should state who pays the cost of returning the item.
If they don't state this, then the seller has to cover the cost.
In this case, you're entitled to a refund of the total amount you paid, including costs to ship the item to you, and the fee to return the item. No admin or restocking fees should be charged.

Probably worth reading the big bold text at the top of that page which points out the DSR stopped being in effect as of 13th June