TK Maxx not complying with consumer regs

geri1965_2

bris wrote: »

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.

This is what it says on their website:

How do I return something I bought online?

Return your purchase to us within 28 days either in store or by post (see details below) with your despatch note as proof of purchase for a refund.
Merchandise must be unused and in its original condition including packaging and labelling.
Pierced jewellery and gift cards are excluded from our returns policy and cannot be returned. (Gift cards purchased online are subject to separate terms and conditions. Please see http://www.tkmaxx.com/vouchers/icat/giftvouchers for details)
The above is subject to your right of cancellation.
Returning in store - FREE
This is the quickest and easiest way to return something (and it’s free).

Make sure you have your despatch note with you as the store will be unable to deal with your return without it.
If you want a refund and you paid by a credit or debit card, take the card you used to buy it as we can refund to that card only.
If you paid by eVoucher you will receive store credit or a gift card.
TK Maxx items cannot be returned to HomeSense stores and must be returned to TK Maxx stores in the UK only

George_Michael

bris wrote: »

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

Provided that the retailer permits it, the CCR's do allow for unwanted goods to be returned to a store. (Something that I didn't realise until it was pointed out on this forum).


http://www.legislation.gov.uk/uksi/2013/3134/regulation/35/made


(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.

bris

George_Michael wrote: »

Provided that the retailer permits it, the CCR's do allow for unwanted goods to be returned to a store. (Something that I didn't realise until it was pointed out on this forum).


http://www.legislation.gov.uk/uksi/2013/3134/regulation/35/made


(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.

Yes but again you missed the crucial point in that the customer must inform the trader of their right to cancel.


(4) The consumer must send off the goods under paragraph (2)(a), or hand them over under paragraph (2)(b), without undue delay and in any event not later than 14 days after the day on which the consumer informs the trader as required by regulation 32(2).

The OP is using the stores own returns policy, to get the postage back they need to use the CCR's and do it the correct way, as in inform them.

wealdroam

Yes, they even tell you in their cancellation policy that you must cancel in writing:

It's already quoted in post#4, but here it is again:

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.

LilElvis

Not forgetting to note that to receive a refund of the delivery charge you would need to return the order in its entirety - if you order 3 items but only return 1 then you would only receive the cost of the goods back.

Hintza

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.

Sounds like it has happened more than once? Why keep shopping there?