house of fraser & distance selling regs

rufusfrog

House of Fraser say about returning items:

"Please make sure we receive your returned items, within 14 days from the day you receive them, to be refunded in full via the original payment method.
If you return your purchase after this period but within 28 days, you will be refunded with a House of Fraser eVoucher to the value of the returned items."

I don't believe this matches the DSRs. I thought I had up to 14 days to inform them in writing (including email) that I wished to cancel under the DSRs but then another 14 days to physically return stuff and still be entitled to a full refund. Is this correct? Has anyone challenged them on their policy?

frugal_mike

The DSR's have been superseded by the Consumer Contracts Regulations, but your understanding is otherwise correct. Under the new regulations you have 14 days to send your cancellation by durable means, and then a further 14 days to send the item back from the day you send your cancellation. The seller must refund you no later than 14 days after you give them proof of postage (or after they receive the item if that is sooner).

So they can't insist that they receive the item before refunding or refuse if the item arrives after the period is over. All that is required of the buyer is that they send the cancellation and the item within the respective timescales.

Also note that this assumes the seller has complied with the CCRs regarding the information they must supply to the buyer in durable form. If they fail to provide this information then the cancellation period is extended.

JJ_Egan

DSR no longer applies but you are correct 14 + 14 under new regulations .



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

wealdroam

rufusfrog wrote: »

Has anyone challenged them on their policy?

I have no idea whether anyone has challenged them on this... I haven't.

Perhaps that's something you would like to do?

Probably easiest to do that via CAB and Glasgow Trading Standards.

hollydays

rufusfrog wrote: »

House of Fraser say about returning items:

"Please make sure we receive your returned items, within 14 days from the day you receive them, to be refunded in full via the original payment method.
If you return your purchase after this period but within 28 days, you will be refunded with a House of Fraser eVoucher to the value of the returned items."

I don't believe this matches the DSRs. I thought I had up to 14 days to inform them in writing (including email) that I wished to cancel under the DSRs but then another 14 days to physically return stuff and still be entitled to a full refund. Is this correct? Has anyone challenged them on their policy?

Have you actually got something to return?