Faulty Item return - partial refund help

cakey

Hi, i purchased a skirt off boohoo, when it came it had loose thread on the hem and a dirty ,mark on it I couldn’t wipe off. So i went to the online return bit, clicked to return and sent it back.

I then received only a partial refund. This is because I didn’t send i picture to them (apparently in the terms and conditions) of the fault.

I really didn’t see this bit of the terms, so my question is, can they add a stipulation like this on a faulty item. They have the skirt, its faulty but wont refund my postage as i didn’t send a pic of it??

Does any one know my rights?

Thank you

DoaM

No they can't ... if they accept that the goods are faulty then they must give a full refund of all monies paid. That means the purchase price, the original delivery cost (if any), and the cost to return the goods (if any). Restocking fees are illegal for consumer contracts.

cakey

Do you know who i can speak to about its?legal bodies? Essentially because I didn’t take a pic, they charged m,e return and original sent postage and three wont back down

DoaM

Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

deanos

did you actually tell them it was faulty or just send back ?

unholyangel

deanos wrote: »

did you actually tell them it was faulty or just send back ?

The issue with that is you don't specifically need to tell them you're rejecting the goods (when they dont conform to contract). All you need to do is indicate you're rejecting - which can be something you say or do.

Boohoo have featured on here a few times as a retailer who tries to remove statutory rights. I still remember when their staff signed up for an account here and were signing off every post with their name followed by kisses. How professional......not.

deanos

agreed, but if you just stick it in a bag and use there returns label how do they know why you are returning the item if you don’t tell them, i have had battles with getting postage refunded from boohoo when i told them i was cancelling the contract