Hotter Shoes

valba_2

I returned some boots to Hotter and noticed my refund was for less than I paid. I understood £2.50 would be deducted when returning for refundm using their postage paid label but the deduction was for £5.45 so I emailed them to point this out. The same day I was rung by customer services to point out that the deduction also included their delivery charges. When I pointed out that there was a law saying that this too had to be refunded, he asked me to send proof in a screenshot!!!  Surely a large company like Hotter should know the rules and are they doing this with all refunds? Some people may not know their rights and not query it.

MalMonroe

There's some info in this Citizens Advice link, if you just scroll down it says that the retailer should refund the delivery charge, you could perhaps screenshot that?
https://www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/

There's also information you could screenshot from Which, under "Can I get delivery costs refunded?" in this link -
https://www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

I did buy online once from Hotter and they did the same to me but I wasn't aware that I didn't have to pay for both delivery and return. However, I haven't bought from them since.

born_again

Did you pay extra for next day delivery?

JJ_Egan

From memory the way it works is you pay xxx for the shoes + a couple of quid for delivery . This enables you to try and return a number of times for exchange .

Exchanges If you require an exchange for an item with delivery to a UK address it is free of charge if you use our prepaid service.

Refunds If you require a refund for your returned item, you will be charged £2.50 to cover the return postage if you use our prepaid service. The amount will be deducted from your refund. By choosing to exchange for a replacement item instead of a refund you will not incur this charge. This does not affect your statutory rights

mattyprice4004

If you paid any extra for quicker delivery, you're not entitled to this back.

Be_Happy

I had the same problem with another shoe company a couple of years ago.

When I complained about no return of delivery charge I was told that it wasn't enough to fill in the Return Form and send it back with the shoes.  Under the law, I had to contact them beforehand to say that I was "cancelling the contract".  I argued the point and eventually received the delivery charge as a "goodwill gesture".

I haven't dealt with them since.

davidmcn

Given they're in a CVA, you're probably lucky to have got anything back from them.