Solved - Delivery Charge Refund

explain7

It’s happened to me with them before and the last time they never asked for any of this information. They gave me all of my money back including delivery. 

By getting away with it - I meant this has happened to multiple other customers - as mentioned previously by someone that other people who have ordered from them have come here for advice.

I take responsibility that if I’d emailed, sent them a letter or used a form - I would probably have received my delivery charge. But even if I didn’t - it doesn’t show anywhere on the website that if I don’t do these things - I wouldn’t receive my money back. 

“We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery.”

Only if I keep an item in my order does it show I’d have to pay for delivery.  I returned everything. 

explain7

DoaM said:

Given that you've effectively been "diddled" out of about £2.50, how much time and effort do you want to spend on this? You're legally in the right, but sometimes the stress of the battle isn't worth it. 

I suppose the stress isn’t worth it - but like I said it’s the principle. 

If I went to the shop and gave them £5 for a drink that cost £1 and they gave me £2 change. I’d be asking them where is my other £2?. I wouldn’t just leave and say forget about it & let them keep it. I’d expect my change. 

That’s how I think of the situation. 

If I am right then the money is legally mine and I expect all of it - not part of it. 

But it’s also the case of how far are they willing to go - are they prepared to go to court over this?. Because it would be much easier for them to just give me my money back.

I’ve had to do this with another company before and it took emailing and calling them everyday before they realised I wasn’t going to give up and they refunded me. 

Companies need to know that this type of behaviour isn’t acceptable. If I don’t fight for my money and tell them my rights - who will?. 

JReacher1

explain7 said:

It’s happened to me with them before and the last time they never asked for any of this information. They gave me all of my money back including delivery. 

By getting away with it - I meant this has happened to multiple other customers - as mentioned previously by someone that other people who have ordered from them have come here for advice.

I take responsibility that if I’d emailed, sent them a letter or used a form - I would probably have received my delivery charge. But even if I didn’t - it doesn’t show anywhere on the website that if I don’t do these things - I wouldn’t receive my money back. 

“We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery.”

Only if I keep an item in my order does it show I’d have to pay for delivery.  I returned everything. 

The bit you have quoted isn't what you did. 

It does say quite clearly to get your delivery charge refunded you need to:-

(1) Return the item
(2) cancel you contract by writing to them.

You didn't do (2). 

You now need to launch a legal dispute to see if the courts agree its unreasonable.

Again its only £4.99 and you could possibly lose so the question is whether this is worth it or not?

Have you tried just contacting them on social media?  That often leads to a refund being given just to make you go away.

explain7

JReacher1 said:

explain7 said:

It’s happened to me with them before and the last time they never asked for any of this information. They gave me all of my money back including delivery. 

By getting away with it - I meant this has happened to multiple other customers - as mentioned previously by someone that other people who have ordered from them have come here for advice.

I take responsibility that if I’d emailed, sent them a letter or used a form - I would probably have received my delivery charge. But even if I didn’t - it doesn’t show anywhere on the website that if I don’t do these things - I wouldn’t receive my money back. 

“We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery.”

Only if I keep an item in my order does it show I’d have to pay for delivery.  I returned everything. 

The bit you have quoted isn't what you did. 

It does say quite clearly to get your delivery charge refunded you need to:-

(1) Return the item
(2) cancel you contract by writing to them.

You didn't do (2). 

You now need to launch a legal dispute to see if the courts agree its unreasonable.

Again its only £4.99 and you could possibly lose so the question is whether this is worth it or not?

Have you tried just contacting them on social media?  That often leads to a refund being given just to make you go away.

They knew I was returning the item thus cancelling the contract. Why would I need to inform them twice that I was cancelling when I’ve done it via their returns portal.

Shouldn’t having to write to them have been within their returns process?. The whole point of the returns portal is to cancel and show I no longer need the item and let them know the items going back to them.

They say the easiest way is to email or post it to them. It doesn’t say that using their returns portal is not an acceptable way to cancel. 

I’ll probably try to go through my bank first before going the legal route. It’s worth it to me because it’s my money. Whether it’s £5 or 50p - I expect it all back, if I’m legally entitled to it.

No I don’t really use social media. 

If the law states there are other ways to cancel - how can companies just ignore it ?. 

JReacher1

explain7 said:

JReacher1 said:

explain7 said:

It’s happened to me with them before and the last time they never asked for any of this information. They gave me all of my money back including delivery. 

By getting away with it - I meant this has happened to multiple other customers - as mentioned previously by someone that other people who have ordered from them have come here for advice.

I take responsibility that if I’d emailed, sent them a letter or used a form - I would probably have received my delivery charge. But even if I didn’t - it doesn’t show anywhere on the website that if I don’t do these things - I wouldn’t receive my money back. 

“We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery.”

Only if I keep an item in my order does it show I’d have to pay for delivery.  I returned everything. 

The bit you have quoted isn't what you did. 

It does say quite clearly to get your delivery charge refunded you need to:-

(1) Return the item
(2) cancel you contract by writing to them.

You didn't do (2). 

You now need to launch a legal dispute to see if the courts agree its unreasonable.

Again its only £4.99 and you could possibly lose so the question is whether this is worth it or not?

Have you tried just contacting them on social media?  That often leads to a refund being given just to make you go away.

They knew I was returning the item thus cancelling the contract. Why would I need to inform them twice that I was cancelling when I’ve done it via their returns portal.

Shouldn’t having to write to them have been within their returns process?. The whole point of the returns portal is to cancel and show I no longer need the item and let them know the items going back to them.

They say the easiest way is to email or post it to them. It doesn’t say that using their returns portal is not an acceptable way to cancel. 

I’ll probably try to go through my bank first before going the legal route. It’s worth it to me because it’s my money. Whether it’s £5 or 50p - I expect it all back, if I’m legally entitled to it.

No I don’t really use social media. 

If the law states there are other ways to cancel - how can companies just ignore it ?. 

I don't agree that accessing their return portal does tell them you are cancelling the contract.  I would imagine quite a few people go on the return portal, print out a label  and then change their mind and don't decide to return the item after all.  Therefore the act of using the return portal for me is not evidence that you have cancelled the contract,

The fact of the item arriving at Boohoo to me would indicate that you are cancelling the contract but Boohoo seem to disagree.  This is why they specify in their T&C's that you need to inform them you are cancelling the contract

Your options are pretty limited really, if you wont use social media to publicly shame them into refunding then you will have to launch a legal case via the small claims court.  

explain7

JReacher1 said:

explain7 said:

JReacher1 said:

explain7 said:

It’s happened to me with them before and the last time they never asked for any of this information. They gave me all of my money back including delivery. 

By getting away with it - I meant this has happened to multiple other customers - as mentioned previously by someone that other people who have ordered from them have come here for advice.

I take responsibility that if I’d emailed, sent them a letter or used a form - I would probably have received my delivery charge. But even if I didn’t - it doesn’t show anywhere on the website that if I don’t do these things - I wouldn’t receive my money back. 

“We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery.”

Only if I keep an item in my order does it show I’d have to pay for delivery.  I returned everything. 

The bit you have quoted isn't what you did. 

It does say quite clearly to get your delivery charge refunded you need to:-

(1) Return the item
(2) cancel you contract by writing to them.

You didn't do (2). 

You now need to launch a legal dispute to see if the courts agree its unreasonable.

Again its only £4.99 and you could possibly lose so the question is whether this is worth it or not?

Have you tried just contacting them on social media?  That often leads to a refund being given just to make you go away.

They knew I was returning the item thus cancelling the contract. Why would I need to inform them twice that I was cancelling when I’ve done it via their returns portal.

Shouldn’t having to write to them have been within their returns process?. The whole point of the returns portal is to cancel and show I no longer need the item and let them know the items going back to them.

They say the easiest way is to email or post it to them. It doesn’t say that using their returns portal is not an acceptable way to cancel. 

I’ll probably try to go through my bank first before going the legal route. It’s worth it to me because it’s my money. Whether it’s £5 or 50p - I expect it all back, if I’m legally entitled to it.

No I don’t really use social media. 

If the law states there are other ways to cancel - how can companies just ignore it ?. 

I don't agree that accessing their return portal does tell them you are cancelling the contract.  I would imagine quite a few people go on the return portal, print out a label  and then change their mind and don't decide to return the item after all.  Therefore the act of using the return portal for me is not evidence that you have cancelled the contract,

The fact of the item arriving at Boohoo to me would indicate that you are cancelling the contract but Boohoo seem to disagree.  This is why they specify in their T&C's that you need to inform them you are cancelling the contract

Your options are pretty limited really, if you wont use social media to publicly shame them into refunding then you will have to launch a legal case via the small claims court.  

Boohoo would have no issue with those customers because they never returned their items so they're not entitled to any money back - even if they used the portal as a way to cancel the contract, they wouldn't have a leg to stand on because Boohoo hasn't got the item. You can't complain about an item you still have. I have no item and only part of the money back.

I believe I did inform them but I was given multiple reasons why I couldn't have my money back until 4 customer service reps decided to agree on one. 

The portal is pointless then, I might as well email them that I am returning the item and pay the postage myself. They just want customers to go through multiple avenues in order to get their money back - if cancelling the contract was so important to them, then notify me when I start my return.

Don't make me fill in different sections and information, behave as if they had no idea I was returning it and try to make me go through an additional separate step. That's not how it works. 

Well I'm getting in contact with the bank so I guess I'll have to see if they can do anything about it. I can at least try every avenue before I decide to give up. 

JReacher1

I don't think the portal is pointless as it gives you a free return back to Boohoo which is pretty good.  They also provide an easy form for you to fill in to cancel the contract (which you didn't do).

"Don't make me fill in different sections and information, behave as if they had no idea I was returning it and try to make me go through an additional separate step. That's not how it works. "
This appears to be exactly how it works :-:neutral:

Good luck with the banks, it would be good if you updated the thread with how you get on, its always interesting to see what happens with consumer issues like this.

[Deleted User]

explain7 said:

Well I'm getting in contact with the bank 

Really?

 £2.50 isn't even worth spending time posting on here about IMHO, let alone trying "every available avenue"

EDIT:

Can all posters please not quote the whole "quote tree" in each of their responses? It makes reading the forum an absolute chore...

explain7

I’ll definitely try to update the thread. 

Despite the differences & variety of opinions, you’ve all been really helpful.
Thanks!

sheramber

explain7 said:

I’ll definitely try to update the thread. 

Despite the differences & variety of opinions, you’ve all been really helpful.
Thanks!

Boohoo's terms are that returning the item showed you were cancelling the sale.  But by buying from them you also entered into a contract and you need to cancel the contract separately.