returns postage refund

drayfus

Hi,

I was reading up on the distance selling rules, and as far as I can tell, if my wife orders something in 2 sizes from next or simplybe and then returns 1 of the items within 7 days she should get a full refund including postage and without financial penalty, but according to her statements, the posatge has never been refunded.

mmmm not allowed to post links yet but if you go to whatconsumer.co.uk and do a search for Returns and refunds it seams to agree, and also do a search for "BBC News - Next breaks refund rules for online deliveries"

I contacted simply be and got the following response, not sure where to go next?

Thank you for your email.

I'm sorry to hear that you're unhappy with our returns policy, and I'd be happy to explain this in more detail for you.

Our terms and conditions state:

"If you return all the items in an order we will refund the cost of the returned items plus the delivery charge (excluding any additional charges for nominated or next day delivery) however, where the return is made via our courier or through a Hermes ParcelShop we will charge you a return fee which will be deducted from your refund. The return fee will not exceed the original delivery charge. If you return the item by any other means this will be entirely at your cost."

You can either return the items at your own cost (if you do, we'll be happy to refund the original delivery charge you paid) or you can choose from one of our convenient return options. If you return your goods via your local courier or a Hermes ParcelShop, we'll deduct the cost of this service from your refund. In most cases, this simply means that your original delivery charge remains payable. We've found that this is much more convenient for our customers than applying an additional charge to your account each time you use our return service.

If you would like more information on this, or on any of our other policies, our full terms and conditions can be found in your catalogue and at the bottom of our homepage.

I hope that you've found my explanation helpful; if you need any further assistance please feel free to contact me.

Yours sincerely

Daniel Womack
Customer Service Team

System

Hello,

There is a special forum here on MSE called 'consumer rights'. You will probably have more luck there:

http://forums.moneysavingexpert.com/forumdisplay.php?f=173

Good luck to you.

drayfus

oops, thought thats where id put it, D'oh