Distance selling regulations - admin charge

southoftheriver

Hi all,

I ordered some fabric online however I'd like a refund as it isn't quite what I wanted. On their website it said they will accept returns within 14 days but will take between 20-50% of the cost as an admin charge. I am happy to pay for return postage but can they charge an admin fee of such a high amount when they can easily resell the item? (It is unused and the fabric has not been cut).

Thanks in advance

LilElvis

southoftheriver wrote: »

Hi all,

I ordered some fabric online however I'd like a refund as it isn't quite what I wanted. On their website it said they will accept returns within 14 days but will take between 20-50% of the cost as an admin charge. I am happy to pay for return postage but can they charge an admin fee of such a high amount when they can easily resell the item? (It is unused and the fabric has not been cut).

Thanks in advance

When you say that the fabric has not been cut do you mean that you have bought an entire roll, or that you purchased a measured length but have not cut into it?

southoftheriver

LilElvis wrote: »

When you say that the fabric has not been cut do you mean that you have bought an entire roll, or that you purchased a measured length but have not cut into it?

They offer cut lengths (by which you get the exact amount you want), pre cut lengths of 10 m (which is what I have), or full rolls. As the item I have bought is one of their standard lengths all they have to do is put it back on the shelf and sell it.

sjbrun

What happened when you phoned or emailed them to ask about it?

Their website returns page may be out of date or relate to cut fabrics where you specify the size.

Exile_geordie

southoftheriver wrote: »

They offer cut lengths (by which you get the exact amount you want), pre cut lengths of 10 m (which is what I have), or full rolls. As the item I have bought is one of their standard lengths all they have to do is put it back on the shelf and sell it.

Are you sure they are pre-cut though and not just cut off the roll in lengths of 10,20,390 metres?

southoftheriver

sjbrun wrote: »

What happened when you phoned or emailed them to ask about it?

Their website returns page may be out of date or relate to cut fabrics where you specify the size.

They specifically say that for lengths of 10m there will be a 20% admin charge.

Exile_geordie wrote: »

Are you sure they are pre-cut though and not just cut off the roll in lengths of 10,20,390 metres?

They sell fabric as full rolls, 10m lengths or cut lengths. Whilst it's possible that it is pre-cut if that is the case the admin charge should be the same as the charge for pre-cut lengths. I don't understand why it would cost them 20% of the purchase price to resell it when it is something they already offer.

Exile_geordie

To me that still sounds custom - as in any x 10m lengths im afraid.

southoftheriver

Exile_geordie wrote: »

To me that still sounds custom - as in any x 10m lengths im afraid.

Ok thanks. What I'm trying to ascertain is whether they can charge a 20% admin charge for refunds within distance selling regulations?

Exile_geordie

Well that's the reason why I mentioned it being a custom order. The DSR's which have been superseded by CCRs(Consumer contracts regulations) state exemptions as

Exemptions There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.
These include, CDs, DVDs or software if you've broken the seal on the wrapping, perishable items, tailor-made or personalised items.

Most would not agree here and I am not sure I do but as you wanted a cut of a certain length the supplier could actually say it was exempt under the CCRs as it was a 'tailor made'(that's a good pun) order so a 20% fee for restocking it is them being generous.


Im sat on the fence on that though as I cant seem to make up my mind which way it should be.

southoftheriver

Exile_geordie wrote: »

Well that's the reason why I mentioned it being a custom order. The DSR's which have been superseded by CCRs(Consumer contracts regulations) state exemptions as



Most would not agree here and I am not sure I do but as you wanted a cut of a certain length the supplier could actually say it was exempt under the CCRs as it was a 'tailor made'(that's a good pun) order so a 20% fee for restocking it is them being generous.


Im sat on the fence on that though as I cant seem to make up my mind which way it should be.

Right I see what you mean. Thanks for clarifying your thoughts. I'm not sure either which is why I made the thread!

agrinnall

I would say that if they have a specific price for 10m lengths then if you buy those they are not custom made. I would do as sjbrun says and ring them up to get the current returns policy before deciding whether to dispute any deduction.