TK Maxx not complying with consumer regs

geri1965_2

http://www.tkmaxx.com/page/returnspolicyinfotab

Cornucopia

What's the issue?

POPPYOSCAR

Sorry, your post is very vague.


just what is it they are not complying with?

wealdroam

geri1965 wrote: »

http://www.tkmaxx.com/page/returnspolicyinfotab

Did you read your Right of Cancellation in their T&Cs:

If you are a consumer (i.e. you are not purchasing either wholly or in part for your business, or you are not a business) you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations to cancel the contract and receive a full refund in respect of all goods purchased except perishable items and customised goods. You have fourteen (14) calendar days starting on the day after you receive the goods, to cancel your contract in writing to us at TK Maxx, Customer Service, 50 Clarendon Road, Watford, WD17 1TX or by email to customerservice@tjxeurope.com, following which you must return your order in full.

Any return made by post is at your own cost and risk. Details of how to return by post can be found here. You can also return these items to store at no cost. Details of how to return to store can be found here. Before returning the items to us, you have a legal obligation to keep the goods in your possession and take reasonable care of them. If you do not do this, we may have a claim against you for compensation. If your contract is cancelled in this way we will refund any payment made when ordering, including standard delivery charges, within fourteen (14) days of receipt of the returned goods. Once the goods have been returned, a refund for the agreed amount will be credited to the original method of payment.

Looks ok to me.

unholyangel

wealdroam wrote: »

Did you read your Right of Cancellation in their T&Cs:

Looks ok to me.

i suspect he's referring to the info that appears on a few tabs:

If you change your mind, no problem- you can return any purchase except pierced jewellery or gift cards for a refund within 28 days of the despatch note provided it is in fully re-saleable condition.

The delivery charge is not refundable unless the item is faulty or does not conform to your order.

I suppose it all depends which one txmaxx advise customers of - and which one is provided on a durable medium at the time of ordering.

But the information they give on the website is contradictory. In the right of cancellation in T&C's it says they'll refund delivery charges yet on a few other pages it says they won't refund delivery unless faulty. They also say you can't return pierced jewellery - but nowhere do they say this doesn't apply when exercising your right to cancel (unless theres a hygiene seal and you remove that seal).

bris

The delivery charge is not refundable unless the item is faulty or does not conform to your order.
The op is talking about this point, however they have conveniently left out the part that says it does not affect you right of cancellation.
The point the op is making is for their own 28 days return policy and not your consumer rights so the thread is misleading.

geri1965_2

No, the issue is that they do not refund the delivery charge, which leaves me out of pocket every time I order something online and return it in store.

http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Refunding the cost of delivery
The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service eg guaranteed next day, it only has to refund the basic cost.

unholyangel

geri1965 wrote: »

No, the issue is that they do not refund the delivery charge, which leaves me out of pocket every time I order something online and return it in store.

http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

What procedure are you using to cancel?

geri1965_2

unholyangel wrote: »

What procedure are you using to cancel?

Returning to store.

unholyangel

geri1965 wrote: »

Returning to store.

What reason did they give for not refunding delivery charges? Did you cancel in a durable form (ie returns form, by letter or by email)?

bris

geri1965 wrote: »

No, the issue is that they do not refund the delivery charge, which leaves me out of pocket every time I order something online and return it in store.

http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Ok, but as you are returning to store you are not following the correct procedure to uphold your consumer rights.


You need to inform them you wish to return the item in line with your right to cancel, in durable form, email will do within 14 days, you then have 14 day to return the item.


By walking into a store you are using their return service, not the CCR's.