Do have to pay for a return?

mossstitchmama

Ordered and item online which arrived today. I want to return it but the company didn't supply a returns label.

I've emailed and asked for a returns label and they have given me an address to post back to, but not paid for.

If I pay for a return, Can I expect them to cover the cost? I'm returning e items because I couldn't see them properly on the website and they are no what I expected.

powerful_Rogue

mossstitchmama wrote: »

Ordered and item online which arrived today. I want to return it but the company didn't supply a returns label.

I've emailed and asked for a returns label and they have given me an address to post back to, but not paid for.

If I pay for a return, Can I expect them to cover the cost? I'm returning e items because I couldn't see them properly on the website and they are no what I expected.

What do the companies T&C's say about a return change of mind? Usually you will find that if you change your mind, you pay. Quite rightly so in my opinion.

LilElvis

Why were they not as you expected? Whether the seller is liable for the return postage costs or not depends upon the reason for the return.

mossstitchmama

Thanks for the speedy reply.

It's not a change of mind. The website only has one picture on, so I couldn't see that it's not a magnetic eyeshadow palette, it's one with spaces to click in a specific brands eyeshadow. Unfortunately not what I'm looking for.

I've no problem paying for a return. Can I expect them to refund my original postage?

shaun_from_Africa

mossstitchmama wrote: »

It's not a change of mind. The website only has one picture on, so I couldn't see that it's not a magnetic eyeshadow palette, it's one with spaces to click in a specific brands eyeshadow.

Unless the description on the website gave false or misleading information then a change of mind return is exactly what it is but even so, provided that the sale is covered by the right of cancellation under the Consumer contracts regulations, you will be able to return it and get a full refund including the original P&P paid. (except for any enhanced postage such as speedy delivery if you paid extra for this).

StarDestroyer

mossstitchmama wrote: »

Thanks for the speedy reply.

It's not a change of mind. The website only has one picture on, so I couldn't see that it's not a magnetic eyeshadow palette, it's one with spaces to click in a specific brands eyeshadow. Unfortunately not what I'm looking for.

I've no problem paying for a return. Can I expect them to refund my original postage?

Unfortunately, unless the retailer says that they will cover the cost of returning the goods then it's up to you to pay for it. It doesn't sound like they want to cover the costs. You say it's because the images weren't good enough - what about the description on the website? Was there any way for you to tell that it might not be what you were looking for? We, as consumers, have a duty to ensure we know what we're buying and if it's unclear to query it with the retailer first. If we don't and then expect the retailer to pay for the return postage, they lose money twice due to us not making sure we know what we're buying. So unless the description was obviously misleading, you'll have to bite the bullet and take it as a lesson learned. As for the original postage, they only have to refund the basic cost of getting it to you according to Which - so any enhanced delivery won't be covered.

unholyangel

StarDestroyer wrote: »

Unfortunately, unless the retailer says that they will cover the cost of returning the goods then it's up to you to pay for it.

Incorrect. If the retailer want to make the consumer liable for the cost of that return then they need to have complied with providing the information required by paragraph (m) of schedule 2 in accordance with part 2 (of the consumer contracts regulations).

(5) The consumer must bear the direct cost of returning goods under paragraph (2), unless—

(a)the trader has agreed to bear those costs, or
(b)the trader failed to provide the consumer with the information about the consumer bearing those costs, required by paragraph (m) of Schedule 2, in accordance with Part 2.
(6) The contract is to be treated as including a term that the trader must bear the direct cost of the consumer returning goods under paragraph (2) where paragraph (5)(b) applies.

(m)where applicable, that the consumer will have to bear the cost of returning the goods in case of cancellation and, for distance contracts, if the goods, by their nature, cannot normally be returned by post, the cost of returning the goods;

So if the goods can be returned by normal post, then they only need to tell you that you're liable for return costs before you are bound by the contract.

If its goods that can't be returned by normal post (perhaps a bulky or heavy item) then they must also tell you the cost of returning those goods as well as you being liable for the cost before you are bound.

StarDestroyer

Info I got was from here: which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

"Paying to return goods
You must cover the cost for returning unwanted goods, unless the retailer says it will cover these costs. "

I guess you should take it up with them if it's wrong.

bris

StarDestroyer wrote: »

Info I got was from here: which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

"Paying to return goods
You must cover the cost for returning unwanted goods, unless the retailer says it will cover these costs. "

I guess you should take it up with them if it's wrong.

It's not that its wrong as such, just that the retailer has a duty to provide all information about your right to return unwanted goods, this includes postage costs.

Hermione_Granger

StarDestroyer wrote: »

Info I got was from here: which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

"Paying to return goods
You must cover the cost for returning unwanted goods, unless the retailer says it will cover these costs. "

I guess you should take it up with them if it's wrong.

Not wrong, just incomplete.


That's the problem with reading something on a third party website and posting it on a consumer rights forum without also reading up on what the actual legislation states.

StarDestroyer

That's what those websites are for so they should be responsible in making the information clear. As far as legislation goes, I think the only people qualified to give advice in that respect would be solicitors and lawyers. I thought this forum was just consumers banding together to help each other, but if you have better information then all the better!