Extended returns policy not including postage

crunch99

Hi I've ordered clothing with extended returns policy from 14 days to 90 days due to covid. I returned within 90 days but refunded less postage when I questioned it I was told that Distance Selling laws have stayed the same 14 days so I wouldn't get the postage refunded as I returned just over 14 days. At no point does it state or make reference to this in their return instructions or returns policy. And nor does it state I must phone them to give notice before returning the items. This information is in a questions and answers section at the bottom of the webpage but why would I be reading that if I've already followed their return instructions and policy ? It's misleading and confusing bad customer service.

George_Michael

Provided that the company concerned fully complies with their legal obligations regarding returns under the Consumer Contracts Regulations then they are perfectly entitled to have terms and conditions relating to returns outside of the CCR's.
If one of these is that postage costs won't be refunded then there is nothing illegal about what they have done.

crunch99

They don't state or make reference that you will only get a refund including postage with 14days and that the extended returns of 90 days does not include postage .

powerful_Rogue

crunch99 said:

Hi I've ordered clothing with extended returns policy from 14 days to 90 days due to covid. I returned within 90 days but refunded less postage when I questioned it I was told that Distance Selling laws have stayed the same 14 days so I wouldn't get the postage refunded as I returned just over 14 days. At no point does it state or make reference to this in their return instructions or returns policy. And nor does it state I must phone them to give notice before returning the items. This information is in a questions and answers section at the bottom of the webpage but why would I be reading that if I've already followed their return instructions and policy ? It's misleading and confusing bad customer service.

Sounds like great customer service for increasing the time period. Can you name and praise?

theonlywayisup

crunch99 said:

They don't state or make reference that you will only get a refund including postage with 14days and that the extended returns of 90 days does not include postage .

Are they compliant, if they are then what they have done goes above and beyond.  90 days is way beyond consumer rights change of mind returns. 

crunch99

My point is all those people out there thinking they are on an extended return and that they will get a full refund - they won't as the law for Distance Selling has NOT changed ( only valid with 14 days) so they like me who thought their postage of 3.95 or more would be refunded will now not get this refunded.

Yahoo_Mail

crunch99 said:

My point is all those people out there thinking they are on an extended return and that they will get a full refund - they won't as the law for Distance Selling has NOT changed ( only valid with 14 days) so they like me who thought their postage of 3.95 or more would be refunded will now not get this refunded.

Well, it's better than the £0 refund you'd have received if they'd just given you your statutory rights to return.

crunch99

If they clearly stated this on their return instructions and refund policy then I would have returned within the 14 days to get a FULL refund!

unholyangel

crunch99 said:

My point is all those people out there thinking they are on an extended return and that they will get a full refund - they won't as the law for Distance Selling has NOT changed ( only valid with 14 days) so they like me who thought their postage of 3.95 or more would be refunded will now not get this refunded.

It's potentially valid for up to 1 year & 14 days. As hinted at by theonlywayisup, it depends on whether they were compliant. 

If they provided the necessary information in a durable medium and the contract is one for goods, the right to cancel ends 14 days starting day after the goods are received. 
If they didn't provide the information before conclusion of the contract but do at a later date, then the time period is 14 days starting the day after they provide the information. 
If they never provide the information, then it's 1 year and 14 days starting the day after delivery.