Refund on return postage??

jtur99

Please help. I have recently ordered a radiator cover from Touch Global via Mano Mano. I very quickly cancelled to order as I realised it would not be right. However, the next day I received an email saying it had just been dispatched. So I now need to return the item.  They have agreed to refund to cost of the item but are now refusing to pay the return postage (around £40 as I used the service they told me to). I have emails where they say I should not have to bear the return postage cost which is why I returned the item but they now seem to be going back on this. 

Please help. Am I entitled to a refund on the return postage? It was cancelled the day before it was dispatched. 

Thank you

Sandtree

Why didn’t you just refuse delivery?

https://faq.manomano.com/hc/en-gb/articles/360000487367-I-ve-changed-my-mind-I-no-longer-want-my-product-cancellation- Appears to be the site you bought from which states that returns are paid for by the buyer

What have they said when you forwarded the previous message where they said they’d repay?

jtur99

I intended to refuse delivery but I wasn't home when it was delivered and they took it round to a neighbours house. 
Everytime I have emailed them about it I have attached a screen shot of the email where they said they would refund postage but they just ignore it and don't refer to it in their response. 

Sandtree

Not a go at you but there have been a massive number of posts recently about items that were to be refused etc but neighbours took them in... you’d hardly know there were instructions to minimise leaving your home etc.

I dont know this website you are referring to but presumably you bought it from the website, returned it to the website and it was the websites’ employee that said they’d refund? People unfortunately sometimes buy from one company, then talk to the manufacturer etc and everything gets messy.

Assuming it is all been with the website owners/operators then you are in a bit of grey area... you entered into a contract which said you had to pay for the return. The merchant’s representative effectively then agreed to vary the contract such that they would refund. On that basis you returned it and now they are rowing back. Generally speaking I understand an agent’s instructions are effectively binding on the company but only to a certain extent... if the agent had said return it and we will give you £1m compo for the inconvenience then clearly that wouldn’t be enforceable but refunding postage doesnt seem too unreasonable.

I’d suggest contacting someone senior at the website, its not hard to track down email addresses etc and forward them the email etc. If that gets you no where then its a letter before action and small claims court if they don’t answer.