20% restocking fee?

Ellie05

Hi,
I'm brand new to this site-hoping that I'm posting in the right place...

Can an online shop charge a restocking fee for a dress that I'm returning?

Honeyz.com charge a 20% restocking fee, which I've only just found out about after purchasing a dress for my daughter.
I'd never have used their site if I'd known about this fee. (In fact, this is the first time I've heard of this type of charge).

Also, I've got 2 other dresses on order for my daughter from them, and one of those will also be going back as I ordered two different sizes for her to try.

The dress only arrived today and I'm intending returning it tomorrow morning.
The 2 extra dresses that I ordered this evening, I'd like to now cancel, since seeing the restocking fee, I have emailed them but customer service is closed until 10am tomorrow. By which time, the order will probably be processed.

Thanks in advance for any advice.

hollydays

They say"If you’re not eligible for a refund we may offer you credit to spend on our website, however this is entirely at the company’s discretion, if we do issue credit it will be minus our 20% restocking fee and shipping costs if your original order included free shipping. we only offer credit customised, packaged, and discount deals."

So why aren't you eligible for a refund?

BrentMeister

You may cancel your order at any time before it has been shipped. however we can only accept Cancellations notices via registered post to our HR Office. Suite 103, 1079 Pollokshaws Road, Glasgow, G41 3YG.

Calls made to our premium line 09131 300 143 are charged at £1.50 per minute plus your phone company’s access charge.

Any return may be subject to a 20% restocking fee. This fee may be waived for the following reasons:

• Carrier damage
• Defective product
• Product does not match advertising
• Received incorrect product
• Product was an extra item not ordered

Note: Any return that is misrepresented as being for any of the above reasons will automatically have the restocking fee applied even if it was initially waived.


We assess this restocking fee because it costs time and money to process returns and Honeyz.com works hard to provide quality products at the most competitive prices around to all of our customers. The restocking fee allows us to keep our prices low for everyone while still accommodating those who may need to return an item for a refund. Please be certain that you want an item before buying as it is not our preference to charge customers this fee. You also have the option to replace or exchange an item and avoid the restocking fee.

Would stay well clear of this company.

Ellie05

I thought that as my daughter tried the dress on, therefore opening the packaging, that it's now not considered as re sellable as new? I'm confused to say the least and slightly worried as this is a very expensive dress that I've now got three of...

I'll have another look at the rules again, could have misunderstood...

Thanks.

Ellie05

There are quite a lot of rules.

I'd never have used them myself but my daughter fell in love with this dress for her prom.

I'm just re-reading the rules again...

hollydays

They won't pay your return postage.

BrentMeister

Oh, an no, its not legal to charge a restocking fee.

However they can make a deduction if the handling of the product goes beyond what would be reasonable in a shop.

Ellie05

This is what I read and misunderstood. I thought it applied to all returns:

'Why was I charged a restocking fee?

We assess this restocking fee because it costs time and money to process returns and Honeyz.com works hard to provide quality products at the most competitive prices around to all of our customers. The restocking fee allows us to keep our prices low for everyone while still accommodating those who may need to return an item for a refund. Please be certain that you want an item before buying as it is not our preference to charge customers this fee. You also have the option to replace or exchange an item and avoid the restocking fee.'

BrentMeister

Ellie05 wrote: »

This is what I read and misunderstood. I thought it applied to all returns:

'Why was I charged a restocking fee?

We assess this restocking fee because it costs time and money to process returns and Honeyz.com works hard to provide quality products at the most competitive prices around to all of our customers. The restocking fee allows us to keep our prices low for everyone while still accommodating those who may need to return an item for a refund. Please be certain that you want an item before buying as it is not our preference to charge customers this fee. You also have the option to replace or exchange an item and avoid the restocking fee.'

It does apply to all returns, see my post above.

Any return may be subject to a 20% restocking fee. This fee may be waived for the following reasons:

• Carrier damage
• Defective product
• Product does not match advertising
• Received incorrect product
• Product was an extra item not ordered

Note: Any return that is misrepresented as being for any of the above reasons will automatically have the restocking fee applied even if it was initially waived.

Ellie05

Sorry, I meant that, I though it referred to all returns (regardless of condition that they're returned in).

I'll just have to wait and see.

Thanks for your comments.

BrentMeister

Check out the Consumer Contracts Regulations

No fees can be imposed by the trader for accepting returned goods and the refund must be by the same means as the consumer used to purchase the goods.

In accordance with Regulation 34 a trader can charge an amount to represent the diminished value of returned goods if they have been handled unnecessarily, that is, beyond what is allowed in a shop to establish their nature, characteristics and functioning. An appropriate sum can be deducted from the amount to be reimbursed to the consumer.

Will give you something to quote back to the retailer.

As you can generally try clothes before you buy in shops, they would be hard pushed to make a deduction solely on this basis.