Is this company's returns policy allowed?

Nathan9211

I ordered a chair from slf24.co.uk. I ordered the wrong colour so wanted to swap it, and im within 14 days. They say that they charge a fee (depending on the cost of the item but starting at £50 and going up to £150!! for expensive items. Are they allowed to do this though? I know I have to return the item at my own cost, but can they say that there is a charge for doing this?? As it sounds like a restocking fee to me, which I know is no longer allowed.

This company has some terrible reviews about returning items on trustpilot website and many people are saying they have reported them to trading standards etc on there, so just wondering what I can do about this? Any advice is helpful!

Thanks
nathan

JJ_Egan

Was this an online or shop purchase ??
Are these chairs a custom build ??

Nathan9211

Thanks for the reply. No its a standard chair and it was an online purchase.

unholyangel

Nathan9211 wrote: »

Thanks for the reply. No its a standard chair and it was an online purchase.

You can cancel. You can't force them to resell you another for the same price though. So if thats the issue, you may have to decide between the two.

You are correct that they can't charge a restocking fee though. If thats what they're attempting then I'd be taking a lot of pictures in good lighting before sending back to have the pristine condition well documented.

Edit: Also realised this was relevant when replying to another thread. You're only liable for return costs if they informed you what the cost would be to return the item - since its a bulky item that can't normally be sent by post.

sheramber

Is this what they are referring to?

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than – (a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

https://slf24.co.uk/terms-and-conditions

Nathan9211

I have posted what they say below. This is a cost on top of returning it yourself (which I know is fair enough). The extra cost sounds like a restocking fee in all but name though!

"The return costs for each product may vary, as they depend on the value of the entire order. The table below presents the costs which you will incur in relation to the total value of all goods."

Product price Return cost
£0-£199,99 £50
£200-£399,99 £100
£400 or more £150

steveE2

I'm not reading that as an additional cost/restocking fee at all.
I read it as being the shipping cost you will be charged to return.

Nathan9211

It is, to confirm this, i received an email from them which i have copied below.


Dear Nathan,

If you want to return sofa, please check requirements below:

1. You have to return sofa on your own cost.
Important information: If you decide to return a product, please remember to deliver it to us in the condition in which it was delivered to you. A sofa cannot be used. If you have unpacked the shipment, then please try to secure it in the same way prior to shipping it back to us.

2. Return cost for your item will be additional £50.

If you agree with all cost above, we can send you return address.

unholyangel

Nathan9211 wrote: »

It is, to confirm this, i received an email from them which i have copied below.


Dear Nathan,

If you want to return sofa, please check requirements below:

1. You have to return sofa on your own cost.
Important information: If you decide to return a product, please remember to deliver it to us in the condition in which it was delivered to you. A sofa cannot be used. If you have unpacked the shipment, then please try to secure it in the same way prior to shipping it back to us.

2. Return cost for your item will be additional £50.

If you agree with all cost above, we can send you return address.

So have you responded that the information they are now providing contradicts the T&C's as quoted above?