Delivery refund

Millymillicent

I thought as part of distance selling postage had to be refunded if goods were returned within 7 days?

JetpackVelociraptor

What postage is it that they're not refunding, is it what you paid them to send the goods to you, or what you paid the postal service to send the goods back?

If their terms and conditions state that the buyer is responsible for the return postage costs, then they do not have to refund you the return postage costs. I've just read their terms, and it appears to say you can be charged £2.50 for a return if you're not a "myschuh" member, so I'm guessing that it what they've charged for the return? They are allowed to do that.

No matter whether you return within 7 days or 14, they have to refund whatever you paid them for delivery to you as long as you chose the cheapest postage option. If there was a choice between "standard" delivery and other more expensive delivery options, and you picked something more expensive, they only have to refund you the cost of the cheapest delivery option.

I hope that makes sense!

Millymillicent

The original postage paid, £3.00 standard delivery. 

Not refunded along with the rest. 

Fosterdog

How long after ordering did you cancel the order and return the shoes? 

Millymillicent

Shoes delivered Wednesday. Returned Saturday. Arrived with them yesterday and refund issued minus the delivery charge. 

the_lunatic_is_in_my_head

www.schuh.co.uk/help/terms-and-conditions/

10.3 On cancellation, you must return the Goods that we have delivered to you at your own expense no later than 14 days after the day on which you inform us of your cancellation. We will exchange or refund the price paid for the Goods no later than 14 days after the day on which we receive the Goods back or 14 days after the day on which we receive evidence of the Goods being returned to us. Under section 34, we will also refund any charges for the initial delivery received unless you expressly chose a kind of delivery costing more than the least expensive common and generally acceptable kind of delivery offered by us. In that case, we will refund any payment for delivery received up to the amount you would have paid had you chosen the least expensive common and generally acceptable kind of delivery offered by us. Unless you originally received incorrect, damaged, faulty or substitute Goods, you will be liable for the costs of returning the Goods to us, and we will not reimburse you for this.

As above they offer their own return policy in addition to your rights where it appears returns are free if you have an account, if you paid for the return they should refund the original postage, if they paid for the return it appears to cost them £2.50 and probably isn't worth the agro arguing over the 50p difference.

DoaM

What T&Cs were sent to you in a durable means (e.g. by email is OK - a link to website T&Cs in an email is not OK)? And when were these sent? (You cannot be bound to T&Cs until you've received them in a durable means).

As long as they've complied with the law (Consumer Contracts {Information, Cancellation and Additional Charges) Regulations 2013) then they can mandate that the consumer pays for returns. However they cannot refuse to refund the initial (standard) postage costs ... they can retain any additional charge for expedited/enhanced delivery (e.g. next day vs standard). If they covered the returns cost then, whilst they're not following the intent of the law they're following the spirit of it. I guess it depends on how much of a battle you want to have over £3.

Millymillicent

im aware of the terms and conditions of a return. However the order total including £3 delivery was £26.99, they’ve refunded £23.99 and emailed back to say they do not refund delivery costs. 

the_lunatic_is_in_my_head

Millymillicent said:

im aware of the terms and conditions of a return. However the order total including £3 delivery was £26.99, they’ve refunded £23.99 and emailed back to say they do not refund delivery costs. 

Did you have to pay for the return?

DoaM

the_lunatic_is_in_my_head said:

Millymillicent said:

im aware of the terms and conditions of a return. However the order total including £3 delivery was £26.99, they’ve refunded £23.99 and emailed back to say they do not refund delivery costs. 

Did you have to pay for the return?

Indeed ... Milly seemed to conveniently ignore that part of our posts.

the_lunatic_is_in_my_head

DoaM said:

the_lunatic_is_in_my_head said:

Millymillicent said:

im aware of the terms and conditions of a return. However the order total including £3 delivery was £26.99, they’ve refunded £23.99 and emailed back to say they do not refund delivery costs. 

Did you have to pay for the return?

Indeed ... Milly seemed to conveniently ignore that part of our posts.

I agree in this instance the OP isn't out either way, cheapest services available to the average person such as Royal Mail or Hermes would be around £the 3 mark for a pair of shoes. 

OP if you did pay the cost of the return postage yourself then push them and they'll likely refund you.