wrong mattress sent, who pays return postage?

jus71_2

Hi

I bought a mattress online, but they have sent me another customers order. I spoke to them and they promised to send the right one on a certain day but didn't. I put in a claim through paypal, but they have said its my responsibility to send it back? Is that right? its not going to be cheap

steampowered

If they sent you the wrong mattress, it is absolutely their responsibility to fix it. They should arrange collection.

You shouldn't be out of pocket for their mistake!

fleshandbone

No, they need to pay for the return shipping.

jus71_2

The company never answer the phone or reply to emails. Paypal responded to the claim saying:

Please send the item back to the seller, at the address provided below. The item should be in the condition in which you received it. You're responsible for any costs associated with returning the item. The claim came under significally not as described, with the details of what has happened.

DoaM

Paypal have assumed this is a change of mind type thing; OR it's just their standard policy for a Paypal refund claim.

The legal position is as stated above.

jus71_2

ive spoken to paypal on the phone, and was told they will refund me once they receive it back, even though it was their error.

powerful_Rogue

jus71 wrote: »

ive spoken to paypal on the phone, and was told they will refund me once they receive it back, even though it was their error.

Paypal will only refund once you have returned the item.

Its the mattress company you need to be pursuing in regards to the free collection.

bitten_by_cutie

they need to give you the equivalent of a free postage label, whether that be a courier label or do free collection.

You need to open a SNAD claim on paypal, and you can only do this once, do not close it til satisfied, if they do not collect and send replacement/refund, you will get your money back via the claim..