Refunds When Freebies Are Included?

paulwilko10

Hello

I am just about to launch a campaign where if a customer places an order over a certain value, they get a free gift.
Now, this gift is ideal for Xmas and is made to order.
My question is, if the customer returns the order for whatever reason, am I legally allowed to refund less the value of the gift (Appx £8).
I would have no use for the gift as it will be personalised.

I obviously would make that clear in the terms and conditions, but is it legal to do so?

Thanks for your help

Paul

Fosterdog

One big problem I could see with that is if they don’t even really want the free gift and only accept it because it’s free with something they do want they are then being penalised.

Either take the hit and allow them to keep the item free or don’t give a personalised item as a free gift

glentoran99

No you cant deduct the cost of the free gift, Its your choice whether to make them return it

paulwilko10

No, they get a voucher code for the free gift and they can decide to use it or not.

Its a photo mug and they are given a code to get it for free if they want it

Does that make sense?

bris

The free gift is an incentive to buy so no you can't charge them for it. You can however make them send back the whole order.


You could offer them the chance to keep it however for the £8 and if they agree because it's personalised they wouldn't be able to send that back.

bris

paulwilko10 wrote: »

No, they get a voucher code for the free gift and they can decide to use it or not.

Its a photo mug and they are given a code to get it for free if they want it

Does that make sense?

That's not what you said in your OP. In that case you can add a term that the code can only be used after the 14 day right to return expires.

paulwilko10

If I make them wait, it only gives me a small window to sell for them to get the gift by Xmas.

Nothing is easy is it lol

paulwilko10

bris wrote: »

The free gift is an incentive to buy so no you can't charge them for it. You can however make them send back the whole order.


You could offer them the chance to keep it however for the £8 and if they agree because it's personalised they wouldn't be able to send that back.

Send it back or pay the £8, sounds fair enough. That can go in the terms and conditions easily.

£8 is actually cheaper than what they could buy it for as i got a bulk discount, so they maybe happy to pay it, or at least happyish

Fosterdog

paulwilko10 wrote: »

Send it back or pay the £8, sounds fair enough. That can go in the terms and conditions easily.

£8 is actually cheaper than what they could buy it for as i got a bulk discount, so they maybe happy to pay it, or at least happyish

Unless they are something special £8 is not good value for a photo mug, my local market does them for £5.

Loads available on eBay for £5ish, some with nicer than the basic mugs and in different colours for £7-£8. Pixa Prints has them for £6.95 and can be personalised a lot more than just a photo.

BorisThomson

These promotions have a tendency to create more bad feeling than goodwill.

Would a code for a small discount not be simpler, and far more attractive than a mug?

hollydays

Photo mug sounds like a good free gift to me. The fact you can get them
Cheaper isn’t relevant to the freebie aspect to me.