Claim your original postage costs back -- as well as your refund!

sstephanie40

Too many companies online are either deliberately withholding customer cash or just plain ignorant of UK DSR regulations.

These state that retailers MUST issue a full refund of the standard cost of outbound carriage -- if the whole order purchased online is returned within 14 days of receipt by the customer. This is in addition to the refund for the goods returned as well.

MissGuided are flat out refusing me to refund this cost and I have had eMail "battles" with other online retailers in order to get back simply what is my right under UK law. These companies are sitting on £1000's of your cash!!:mad:

If you are a big online shopper it is not unreasonable to rack up £20 a month on outbound postage costs. Do note that the WHOLE order must be returned to qualify. If part is returned and part kept -- then the original outbound standard postage cost is not refundable. Expedited (speedy) delivery is not included - but you can still get the standard cost refunded.

Please make noise about this!!!! Claim your cash!

Consumers are unaware of their right to get this cash back and retailers need to educate themselves and staff on consumer rights.
:money:

foxtrotoscar_2

You do know the DSR were superceded some time ago and are no longer in force?

wealdroam

sstephanie40 wrote: »

Too many companies online are either deliberately withholding customer cash or just plain ignorant of UK DSR regulations.

These state that retailers MUST issue a full refund of the standard cost of outbound carriage -- if the whole order purchased online is returned within 14 days of receipt by the customer. This is in addition to the refund for the goods returned as well.

MissGuided are flat out refusing me to refund this cost and I have had eMail "battles" with other online retailers in order to get back simply what is my right under UK law. These companies are sitting on £1000's of your cash!!:mad:

If you are a big online shopper it is not unreasonable to rack up £20 a month on outbound postage costs. Do note that the WHOLE order must be returned to qualify. If part is returned and part kept -- then the original outbound standard postage cost is not refundable. Expedited (speedy) delivery is not included - but you can still get the standard cost refunded.

Please make noise about this!!!! Claim your cash!

Consumers are unaware of their right to get this cash back and retailers need to educate themselves and staff on consumer rights.
:money:

Yes, this is spelt out quite clearly in MSE's Consumer Right guide:

How do I get a refund – and who pays for delivery?

The seller must then pay back any cash within 14 days of it receiving the goods or being told you want to cancel a service or digital contract.

Your refund must include the least expensive delivery option but if you chose a more expensive delivery you'll need to cover the difference. Be sure to specifically ask for delivery to be included as some stores don't add it automatically.

bris

OP you are another who doesn't understand the difference between a companies returns policy and your consumer rights.


Missguided clearly states that your statutory rights are not affected by their policy and if you follow the correct procedure to cancel under the CCR's you will get back your reasonable postage costs that were originally paid.


You should really learn the difference before slagging off a company when you just don't understand the difference.


Most online companies operate with a 2 tier returns policy, more often than not it's simpler to follow their own policy as it usually has return slips to make things much easier.

unholyangel

Missguided also say that their paragraph on your right to cancel under the CCRs does not affect your statutory rights (so effectively saying that your statutory rights are unaffected by your statutory rights). Probably because they wrongly exclude items, tell you that you need to return the items within 14 days and also say that the entire order needs to be cancelled - which obviously is contrary to what the law is and likely to mislead consumers.

The "correct procedure" for cancelling under the CCRs, is either using the cancellation form or making pretty much any other statement as long as your intention to cancel is clear.

Now fair enough when entering a distance contract website T&C's are irrelevant. What counts is what information was supplied in a durable medium. But it would be unusual for a company to get it so wrong in their T&C's and then go on to do it correctly via durable medium.

Also, if they offer to collect the goods then paragraph 2 of the following doesn't apply (and its only under paragraph 2 that the consumer is liable for return postage costs).

35.—(1) Where a sales contract is cancelled under regulation 29(1), it is the trader’s responsibility to collect the goods if—

(a)the trader has offered to collect them, or
(b)in the case of an off-premises contract, the goods were delivered to the consumer’s home when the contract was entered into and could not, by their nature, normally be returned by post.

(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.

5) The consumer must bear the direct cost of returning goods under paragraph (2), unless—

(a)the trader has agreed to bear those costs, or
(b)the trader failed to provide the consumer with the information about the consumer bearing those costs, required by paragraph (m) of Schedule 2, in accordance with Part 2.

Lastly, a returns policy will generally be more generous than your statutory rights (ie offering 30 days to cancel). While they can offer more restrictive returns for anything not covered by your statutory rights, they cannot do so for returns covered by your statutory rights as this would be attempting to restrict/remove your statutory rights.

sstephanie40

OK, so look at this then on this website!



That is not correct, as if the whole order is returned within 14 days they should.

mattyprice4004

While I completely see where you're coming from, you should see some of the stuff I have to deal with on this front as a medium sized online retailer.
- People expecting to cancel 4 months down the line
- Goods supplied back in an awful state
- People moaning that missing packaging etc shouldn't warrant a reduction (yeah, because the next customer is going to pay full price for that...!)

I look after my customers, but some of the requests we get take the biscuit too. It's not just consumers that are getting shafted sometimes...

Fosterdog

sstephanie40 wrote: »

OK, so look at this then on this website!



That is not correct, as if the whole order is returned within 14 days they should.

It's taken you over a year to come up with one single example :rotfl:

Also what website have you taken that image from? You say to take a look at the website but then fail to provide a link or even name the retailer.

MobileSaver

sstephanie40 wrote: »

OK, so look at this then on this website!



That is not correct, as if the whole order is returned within 14 days they should.

Over a year later and you still do not seem to understand that there is a difference between a retailer's returns policy and your legal right to cancel a contract under consumer laws.

Missguided make it absolutely clear that you will be refunded for the original postage if you take advantage of your legal right to cancel the contract.

https://www.missguided.co.uk/terms-of-sale

if you cancel your contract you will be refunded the price you paid for the Items within your order and a proportion of the delivery charges you paid up to the cheapest and most common method of delivery available

The other site you mentioned, Studio Mouthy, do not make it clear but even the excerpt you quoted confirms that their own terms and conditions do not and cannot override your statutory rights.

[Deleted User]

Why bump a year-old thread which had inaccurate information in the first place???

marliepanda

Moneyineptitude wrote: »

Why bump a year-old thread which had inaccurate information in the first place???

Clearly the OP doesn't think it is inaccurate. And who doesn't love a year and a bit anniversary bump
(Hint: everyone)