Wrong Returns Address Supplied

KRIS78

Hi,

I bought a polo shirt online but when it arrived it was bigger than expected so I decided to return it to the supplier for a smaller size.

I checked the T’s and C’s on the webpage and it clearly stated that all returns should be sent to an address in Peacehaven along with the invoice and a note explaining why I was returning the goods. (I’ve taken a screen dump of this).

10 days after posting the goods I decided to e-mail them to see if they had received the shirt and to confirm a replacement was being sent, I also offered to pay any postage that might be due.

When they replied they informed me they didn’t have the shirt and asked where I had sent it (which seemed a weird thing to ask). I informed them I had sent it to Peacehaven only to receive a one line mail back informing me this was no longer their address and the item should have been returned to sender. (there was no mention on the invoice that Peacehaven was not the returns address).

I realise not paying the extra for registered post is my fault, and in all honesty if they had said they hadn’t received the goods I’d have just sucked up my cheapness and written this off,but the fact they are still showing the Peacehaven address on their website under the returns policy is bugging me.

I requested they change the website address for any future shoppers, but still the wrong address is shown, is this a ploy? Can I report them to anyone?

If they were polite in their e-mails I wouldn’t even have bothered asking as it’s only a £30 shirt, but the fact they could be doing the same to other people has angered me, how hard can it be to change an address on the website?

Any information would be much appreciated.

unholyangel

Consumer contract regulations:

(2) If it is not the trader’s responsibility under paragraph (1) to collect the goods, the consumer must—

(a)send them back, or

(b)hand them over to the trader or to a person authorised by the trader to receive them.


(3) The address to which goods must be sent under paragraph (2)(a) is—

(a)any address specified by the trader for sending the goods back;

(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;

(c)if no address is specified for either of those purposes, any place of business of the trader.

If the address you sent it to complies with the above provision (and it was within the time frames allowed by CCRs - 14 days to notify them of your intent to cancel starting day after delivery, and then 14 days from notifying them to send the goods back) then they should refund you.

Of course, providing you can prove the goods have been received at that address.

macman

You didn't need to use registered post, you just needed to obtain a (free) proof of posting, which would have clearly shown the address you sent it to. If that address was incorrect due to their error, you have every right to a refund.
Any reputable company would surely have a postal redirect in place if they'd moved recently?

KRIS78

Thanks for the info folks, I did get a receipt when I posted the goods that shows the postcode I sent the goods to and not the full address so hopefully I'll get something sorted.


I've just checked the website again and it still says:

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"RETURNS POLICY

Orders can be cancelled for any reason within 14 days of receipt.

All goods must be returned un-worn and in good condition to the following address"

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Still showing the wrong address. How can they get away with doing this, I was going to write this off but not now.