online shopping returns - rules clarification?

square-eyes

I bought on-line, a new soft close toilet seat that I wanted to fit myself. The item was described as "fitting most WC pans". When it arrived I unpacked it and found that the adjustable fittings would not accommodate my WC pan. I returned the item by courier. They have agreed to refund the cost of the seat but not the postage or the return costs. Is this correct?
I could understand this if I had changed my mind, but the item just would not fit but was not faulty otherwise.
The postage and return costs come to £16 so it is worth pursuing if I haven't breached buying online rules.
Help please!

m178591

My understanding of the rules is that unless you are returning the goods as faulty then the retailer is entitled to make sensible deductions for postage and handling. Deducting postage costs is clear cut but what retailers may or may not charge for handling or restocking can be open to debate. From what you say they are only deducting the postage cost which they are perfectly entitled to do if the goods are not faulty. The only hope you have is that you can demonstrate that the product was misdescribed and had it been correctly described then you would not have purchased it in the first place. I would have thought that unless you can show that their claim that it fits most toilets is wrong then you may have difficulty. Its perhaps worth pushing them but if my understanding of the rules is correct they are on safe ground, especially if they are just repeating a manufacturers claim. Hope this helps.

dmg24

m178591 is spot on! x

mk-donald

For a full view of the Distance Selling Regulations and the issues that businesses have to address , see the DTI/OFT guide from Sep 2006 that is linked from the OFT website at:
http://www.oft.gov.uk/news/press/2006/133-06

Because it's aimed at businesses it's a LOT more detailed than any 'consumer leaflet'.