Cotton Traders Warning

Lip_Stick Posts: 2,415 Forumite
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edited 12 February 2020 at 4:15PM in Praise, vent & warnings
Just a warning to check you get the refund you are entitled to with Cotton Traders. I ordered a couple of items with a cost of £3.99 delivery fee. I returned both items at a cost of £2.95 which gets taken off the refund. The refund never included the initial delivery fee of £3.99. Their website makes no mention of refunding the initial delivery fee. I rang them up to be told that they don't refund any of the postage costs. I queried this, pointing out that they are supposed to according to the Consumer Rights Act and he agreed to refund right away, no arguing. I'm of the opinion that they know they should be refunding that payment but are trying to get out of it. No info of policy was given either, in a durable means, at the point of ordering, just links to their basic t&cs.
There's a storm coming, Mr Johnson. You and your friends better batten down the hatches, because when it hits, you're all gonna wonder how you ever thought you could live so large and leave so little for the rest of us.


  • I found the same thing.  I've returned two orders from them in the last five years and both times they didn't automatically refund the original delivery fee.  I had to email them and ask for it back which they did without issue.

    I also think they know the law and are exploiting people who don't realise they are entitled to get that fee back.  I think it's poor business practice and I won't be buying from them again.
  • IvanOpinion
    IvanOpinion Posts: 22,183 Forumite
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    If you return the full order within the required timescale they should refund the original postage.  Their website does detail this.
    Past caring about first world problems.
  • condoghost
    condoghost Posts: 91 Forumite
    Photogenic First Anniversary Name Dropper First Post
    edited 23 May 2022 at 11:02AM
    If you return the full order within the required timescale they should refund the original postage.  Their website does detail this.
    Go to full view of any item and there below you see 'About This Item' and 'Delivery & Returns'.
    "... ... if you'd prefer to use our pre-paid service, use the Evri or Royal Mail returns label on your delivery note and £2.95 will be deducted from your refund to cover postage. For further information on our trackable returns service... ..."
    Below that is a link 'More information on Returns & Refunds'
    Only when you read that are you informed: In line with Consumer Contract Regulations 2014 and if your returns meet the criteria outlined below in our policy but the standard postage has yet to be refunded, please contact us by using the Contact Us button below, or call our Customer Care Team on 01612864321.
    So, I'm guessing, only 'guessing', that indeed Cotton Traders chooses not to refund that 'standard postage' and only does so - without quibble' - should we know our rights or happen to click on that link 'More information on Returns & Refunds'!
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