QVC refusing returns

ComicGeek

So my wife has been trying to return a QVC purchase this week during the 30 day period. She had a printed returns label from QVC, and organised courier through a local office supplier who used UK Mail in this instance.

After a couple of non delivery messages, my wife phoned QVC to be told that they refuse entry to all couriers except Hermes and Royal Mail. Nothing noted in their T&Cs about this, and only states on their website that they ‘recommend’ using these two. Now we supposedly have to organise getting the parcel back from UK Mail’s depot and redeliver it to QVC using one of these two couriers only - it will likely be out of the money back period as well.

Surely this isn’t legal - can they refuse access to all other couriers for returns?

BorisThomson

It does state that if you cannot use one of the two options you should contact them.

As it is a change of mind return they can largely stipulate the terms of the return. If the item was faulty or you were exercising your statutory right to cancel they cannot.

If you are close to the thirty day deadline make them aware of the situation and see if they'll allow it to arrive a few days late

ComicGeek

Can you let me know where you’ve found that? I looked through the website and T&Cs earlier and only found that they ‘recommend’ use of those 2 companies.

baza52

ComicGeek wrote: »

Can you let me know where you’ve found that? I looked through the website and T&Cs earlier and only found that they ‘recommend’ use of those 2 companies.

http://customercare.qvcuk.com/help/returns/how-to-return/return-item

Note for all returns: Ensure you get proof of posting, which is available free of charge. If your item has a value of £200 or more, please request a ‘signed for’ service and ensure your item is covered by insurance.
If you are unable to use any of the above options please contact us and we will advise you on the best returns solution for you.

ComicGeek

I read that as relating to the insurance and signed for requirements for returns, not the delivery agent. The important thing I read was that it was ‘recommended’, therefore not required, to return by Hermes or Royal Mail.

I spoke to QVC this morning but they can’t refer me to any written requirement to only use these two.

Surely if they dictate a requirement for returns they have to inform us either on their website or on the order details?

glentoran99

surely the printed returns label means you can only use that courier?

soolin

glentoran99 wrote: »

surely the printed returns label means you can only use that courier?

I suspect it is just a returns/RMA address label so it reaches the correct department.

SouthUKMan

In fairness to the op, the relevant page on the QVC website does strike me as a little vague, although QVC have covered themselves.

The page does indeed list MyHermes and Royal Mail as 'recommended' couriers - therefore suggesting that other couriers and means of returning items are acceptable. However further down the same page it does state to 'contact us' if you can't use either of the recommended couriers.

On balance, QVC have got themselves covered - but in my opinion they need to be far more explicit with what they will and won't allow and to put the 'contact us' statement in the same paragraph as the 'recommended' couriers section. That will surely lessen the risk of misunderstanding.

ComicGeek

Yes, just a returns address label, not prepaid. Different departments have different return addresses, the warehouses are huge.

They’ve now said that they will pick up the item from us for free as a gesture of goodwill, and will extend the money back guarantee period to when they receive it. Just a case of getting it back from the original courier now, so hopefully won’t be out of pocket overall.

Just wish they would be clearer with their returns policy - it would be simple to state on their printed returns label to only Hermes or RM if that was their requirement, rather than hiding it vaguely on their website and wording it so it’s ambiguous. I’m sure we can’t be the only ones to fall foul of this.

paddyrg

Kudos to QVC for a more than fair result here