Refund delivery charge for faulty item?

laurierosee

Wondered if anyone could help with this please.

I ordered a dress online and it came with faulty stitching. I am going to be returning it at the weekend but thought i'd email the company and query whether i'll get my delivery charge back as part of the refund because its not in the expected condition. (The delivery charge I paid to get it delivered to me).

They've said no as the courier successfully delivered it to me. Is this right or should they be refunding it?

TIA

theonlywayisup

laurierosee wrote: »

Wondered if anyone could help with this please.

I ordered a dress online and it came with faulty stitching. I am going to be returning it at the weekend but thought i'd email the company and query whether i'll get my delivery charge back as part of the refund because its not in the expected condition. (The delivery charge I paid to get it delivered to me).

They've said no as the courier successfully delivered it to me. Is this right or should they be refunding it?

TIA

Where are they based? If they are in the UK, then yes they need to pay the returns postage or have the item collected at their cost.

laurierosee

Thanks for your reply. Yes based in the UK (Prettylittlething). The return is free anyway but i'm talking about the delivery charge I paid for it to be delivered to my house.

marliepanda

Their T&C's do not state what they have said to you in email. Say you are returning under your DSR rights (as they claim on their T&c's they will refund) Might focus their mind a bit.

laurierosee

marliepanda wrote: »

Their T&C's do not state what they have said to you in email. Say you are returning under your DSR rights (as they claim on their T&c's they will refund) Might focus their mind a bit.

Thanks Marlie, do you know if I can still do it this way if the item they sent is faulty?

marliepanda

laurierosee wrote: »

Thanks Marlie, do you know if I can still do it this way if the item they sent is faulty?

Yes, I think there has simply been confusion with your email. They do not have to refund postage for change of mind purchases if the T&C dictates that.

laurierosee

marliepanda wrote: »

Yes, I think there has simply been confusion with your email. They do not have to refund postage for change of mind purchases if the T&C dictates that.

The person I'm emailing knows its faulty and I have checked and double checked that the postage isn't refundable and he is adamant it isn't so i'm glad you've brought this to my attention. Thanks very much