Refunds for online purchases

lonestarsky

I've always been led to believe that if I want to return an online purchase, I can do so within 14 days from the day I received the goods. However, I've purchased an item that doesn't fit (received yesterday) and have now been told by the company that they only accept returns if the item is defective. This isn't clear in their returns policy (from what I can gather from it anyway), although I didn't think that they could refuse me the option of returning it anyway. With that said, they are based out with the UK so maybe that change things.

Can anyone offer any further knowledge or advice re this? It may well be the case that I'm completely wrong!

Thanks in advance...and apologies if this is a duplicate post, I tried posting it earlier but I can't find it.

shaun_from_Africa

lonestarsky wrote: »

With that said, they are based out with the UK so maybe that change things.

Where exactly are they based?
Under EU consumer law, there is normally a 14 change of mind return for most items but outside of the EU, any returns generally depends on the policies of the company concerned.

lonestarsky

I've done a bit more online searching, they're in Canada and from what I can gather it seems that each company can decide on their own returns policy when it comes to non-defective goods. I'm hoping they'll allow me to swap it for another size instead!

BoGoF

Even if they allow you to swap I would think you would need to pay the return postage to Canada and the cost of the new one to be sent.....is it worth doing that?

lonestarsky

Thanks for the responses. Going by the value of the item its probably going to be less hassle to keep it, maybe sell it on and cut my losses. . .will make more effort to read returns policies in future!!

Winston777

Hi

I bought a medium jacket online for £124.99 but this was too small.
I would like to exchange this for a large size but the price now is £155 at house of Fraser.
Do I have to pay the difference....?

Thanks in advance

KatrinaWaves

They may allow you to do a straight exchange but you do not have a legal right to that, they could just refund. Worth an ask.

Winston777

Can’t find anything on their returns/exchange area on their website, so surely this should be listed in here if they would charge the extra.
As it’s not listed am I entitled to challenge this in store as not clear in there returns policy....?

bris

They don't have, what you want to do is write them a nice email explaining the situation and looking for a good will gesture. But all you are entitled to is return it for a refund, if they say no then that's that.