very.co.uk flouting Consumer Contracts Regulations

cycloneuk

What is the point of the Consumer Contracts Regulations when big companies like very.co.uk completely ignore it. They have told me that they only refund the delivery charge if goods are faulty or the wrong goods have been sent.

It also annoys me that if you buy any TV or electrical appliance that they make you deal with the manufacturer when your contract is with Very.

Exile_geordie

What does the consumer contract regulations say like?

mije1983

Do they offer a courier service or similar for you to return the item at no extra charge to yourself?

Money-Saving-King

What was it you ordered? Not all items have refund rights.

LilElvis

You also need to return all items within the order to have the delivery charge refunded.

Be_Happy

Watch out for the other reasons companies give for not refunding delivery charges.

I received goods from a large company a few months ago - didn't fit - completed enclosed returns form and posted back same day.

Delivery charge refund was refused as I had not contacted them before returning to say that I was 'cancelling contract'. Told this was part of the new regulations. I argued the point and was eventually refunded as a 'goodwill gesture' and told to be aware of this in future.

I still believe they are wrong, but will simply never deal with them again.

bod1467

As far as I am aware the CCRs make no statement that cancellation must be made prior to returning goods. What they actually say is that you have 14 days in which to decide to cancel the contract, and a further 14 days in which to return the goods.

There is nothing to state that returning the goods and cancellation cannot be in the same package.

deanos

Very offer free returns, i think this muddles the water a bit ?

System

OP - Are you returning something because its faulty/damaged or just because you don't like it ?

deanos

Your Right To Cancel Your Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.

You also have the right to cancel your order under these regulations. However, this cancellation right does not apply to personalised products, perishable goods, audio & video recordings and computer software which has been opened and goods that are unsuitable for return for health or hygiene reasons if they are unsealed after delivery. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate your decision to cancel to us before the end of the cancellation period, for example by using the returns note contained in your parcel, by sending us a letter or email or by using the model cancellation form in our website returns help pages. If you cancel, we will reimburse any payment received, including the standard delivery charge, by the original means of payment. Where the goods have not been delivered, the reimbursement will be made within 14 days of the cancellation. Where the goods have been delivered, the reimbursement will be made within 14 days of us receiving the goods back or us receiving evidence that you have returned the goods, whichever is earlier. You are responsible for returning the goods to us if you cancel under these Regulations. If you use our courier to return the goods, you will be responsible for the cost of the return and we will offset your delivery charge refund to pay for the cost of the return. Additionally, we may make a deduction for any loss in value of the goods arising from any unnecessary handling by you.

http://www.very.co.uk/help/en/online-help-system.page#plckforumsearchtext=returns&plckforumpage=ForumDiscussion&plckpostid=Cat%3A9799ca35-cb90-4296-b5ec-e39190f3d29aForum%3Ad8b4b121-8ff2-4963-aff2-d0aa298179b4Discussion%3Aa4ff5497-ae84-4243-9c2b-37a5f3ebdad6Post%3Aaaffc979-d20d-40fd-8ceb-ee7e00df4f80&plckdiscussionid=Cat%3A9799ca35-cb90-4296-b5ec-e39190f3d29aForum%3Ad8b4b121-8ff2-4963-aff2-d0aa298179b4Discussion%3Aa4ff5497-ae84-4243-9c2b-37a5f3ebdad6&plckforumpostshowfirstunread=&plckfindpostkey=

deanos

So the question is did you pay for the return or use the free returns service ?