is this policy fair?

reason2

this is the cancellation policy for a retail store online selling a type of toy, nothing custom or bespoke.

"Cancellations
In the event that you wish to cancel part or all of your order you may do so by contacting Customer Services, however, all cancellations (for any reason) are subject to cancellation fees.

If you cancel all or part of your order within 14 days of placing the order a 25% cancellation fee will be incurred. After 14 days a 50% cancellation fee will be incurred.

As much of our stock is bought to order, these fees are necessary to ensure against loss of value toxxx and to ensure we're able to provide limited lines to customers that want them.

All cancellations will be refunded as store credit (accessible via your account) and not to your original payment method; unless specifically requested at the time of your cancellation request. Any and all discount codes or member rewards are non refundable and cannot be reinstated.

If you would like to progress with a cancellation or return, please contact us."

shaun_from_Africa

Is it a retail store based in the UK?


If so, not only is their return policy unfair, it is illegal.
Provided that a consumer complies with the relevant sections of the Consumer contracts regulations when returning unwanted goods and also providing that the goods concerned are eligible for a return then the retailer is not allowed to make any deduction provided that the goods have only been opened for inspection and testing (to the same degree that you would be able to do in a shop).

reason2

the deductions apply before dispatch too, so if you cancel an order 15 days after placing but isnt due for delivery then they take 50% off

yes it is uk based

KeithP

Please name the company and provide a link to their cancellation policy.

reason2

COLLEKT

https://www.collekt.co.uk/pages/returns

KeithP

From their T&Cs:

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of {address removed}.

Hahaha.

Also their 'About us' page, and every other page, says:

Collekt is the trading name of Collekt Online Limited a United Kingdom registered business (09587942).

Trading Standards need to be involved.

deanos

Blimey another couple

"We ship everything in double walled boxes, bubble wrapped and padded where needed to try to ensure they arrived in top condition, sadly we can not always make sure that the couriers treat your parcels well. Should an item arrived with minor dents or creases, we simply can not replace these, as it would be too expensive for either party, and we would of taken every care in protecting the item when it left us."

"Chance of a Chase Exclusive orders - where a chance of a Chase variant is offered by Collekt, they are shipped at random and have no guarantee of receiving a chase with purchase. These orders are not eligible for returns or exchanges.

Grail Time Mystery Box - Due to the nature of the order, we are unable to accept returns or refunds on these items.

Clothing - Any clothing item ordered can only be returned if unopened in its original packaging. We are unable to accept returns or exchanges on clothing which has been removed from its packaging.

Funko US Subscription Boxes - Due to the lack of protection provided by Funko we cannot guarantee the box condition for any of these boxes, and therefore cannot accept returns or refunds."

[Deleted User]

deanos wrote: »

we would of taken every care in protecting the item when it left us."

Regardless of the illegality of the rest of their operations, they should immediately be imprisoned for crimes against the English language.

bris

This is in no way a UK company, the registered address is UK but everything screams Chinese to me.


Can't find a contact number either, at least not one that stands out.

dacouch

I'm pretty certain it's a UK company, the whois website registration is to the Woking address and the owner is quite active on social media

flashg67

Why take the chance - people need to vote with their feet with this type of company. Plenty of other choice than someone thinking they can make up their own laws! I couldn't be bothered with the hassle, unless I lived near Woking and could stick his Grail Time Mystery Box in a mystery location...