Can I get a full refund after changing reason for return on Amazon?

Renee_Lou

Long story short, I bought a dog house from a third-party seller which cost me £49.99. I requested to return the item after a week as I no longer needed it however the seller said I would have to pay for shipping. I asked if I would be refunded the shipping costs once they received the item but they said no (I was a little confused about that because a few months ago I retuned an item to a different seller, I paid for the return and then Amazon refunded me the shipping costs after). As the item is around 16kg, the cost of shipping would be high so I decided to keep the item and count my losses. However, yesterday (a week after cancelling the return and 2 weeks after purchase) I noticed there was a large crack on the item. The item still seems stable but it shouldn't already be deteriorating especially because my dog hasn't used it much. I planned on requesting to return it again but change my reason for return to faulty instead. Can a buyer do that?

MattMattMattUK

Renee_Lou said:

Long story short, I bought a dog house from a third-party seller which cost me £49.99. I requested to return the item after a week as I no longer needed it however the seller said I would have to pay for shipping. I asked if I would be refunded the shipping costs once they received the item but they said no (I was a little confused about that because a few months ago I retuned an item to a different seller, I paid for the return and then Amazon refunded me the shipping costs after). As the item is around 16kg, the cost of shipping would be high so I decided to keep the item and count my losses. However, yesterday (a week after cancelling the return and 2 weeks after purchase) I noticed there was a large crack on the item. The item still seems stable but it shouldn't already be deteriorating especially because my dog hasn't used it much. I planned on requesting to return it again but change my reason for return to faulty instead. Can a buyer do that?

You can try, but it might be viewed somewhat suspiciously. 

Sandtree

You can certainly expect to be challenged on if the crack has occurred naturally or if you have caused it... as you are still in the first 30 days then the obligation is on you to prove the fault, though any cost in doing so does get refunded to you if it substantiates your claim (and so most retailers dont ask for it but in this case it may be more likely)

Renee_Lou

MattMattMattUK said:

Renee_Lou said:

Long story short, I bought a dog house from a third-party seller which cost me £49.99. I requested to return the item after a week as I no longer needed it however the seller said I would have to pay for shipping. I asked if I would be refunded the shipping costs once they received the item but they said no (I was a little confused about that because a few months ago I retuned an item to a different seller, I paid for the return and then Amazon refunded me the shipping costs after). As the item is around 16kg, the cost of shipping would be high so I decided to keep the item and count my losses. However, yesterday (a week after cancelling the return and 2 weeks after purchase) I noticed there was a large crack on the item. The item still seems stable but it shouldn't already be deteriorating especially because my dog hasn't used it much. I planned on requesting to return it again but change my reason for return to faulty instead. Can a buyer do that?

You can try, but it might be viewed somewhat suspiciously. 

Understandable. Can the seller refuse to accept the return? Worst case scenario, what would happen if the seller didn't believe me?

bris

You wont get your refund. You are trying to return for a change of mind with no mention of and damage, when a broken hut turns up they will say it was damaged in transit and it's on you.

Amazon will also see it as suspicious as after you realise you pay the return costs the hut is mysteriously faulty on arrival.

free returns are rare so not sure why you would think they are. 

the_lunatic_is_in_my_head

www.legislation.gov.uk/uksi/2013/3134/regulation/35/made

(5) The consumer must bear the direct cost of returning goods under paragraph (2), unless—

(a)the trader has agreed to bear those costs, or

(b)the trader failed to provide the consumer with the information about the consumer bearing those costs, required by paragraph (m) of Schedule 2, in accordance with Part 2.

www.legislation.gov.uk/uksi/2013/3134/schedule/2/made

(m)where applicable, that the consumer will have to bear the cost of returning the goods in case of cancellation and, for distance contracts, if the goods, by their nature, cannot normally be returned by post, the cost of returning the goods;

If the trader failed to provide you with an estimated cost of return in the event of cancellation they should pay for the return. 

If it has been established that the goods did not conform to the contract you may either reject outright within 30 days for a full refund and in this instance the retailer can request you demonstrate the goods did not conform to the contract as it is not taken that they didn't.

Alternative you may allow the retailer to offer a remedy of repair,  replacement or full refund (within the first 6 months) and (again within the first 6 months) it is taken that the goods did not conform unless the retailer demonstrates otherwise. 

George_Michael

Did the dog house come fully assembled or was it a flat pack type?
If you had to build it up, is it possible that the damage occurred when you were assembling it?

mattyprice4004

Why on earth would you expect the seller to pick up the tab for postage because you changed your mind anyway? 
If you decide you don't want something, why are they liable to be out of pocket? 

George_Michael

mattyprice4004 said:

Why on earth would you expect the seller to pick up the tab for postage because you changed your mind anyway? 
If you decide you don't want something, why are they liable to be out of pocket? 

Because this is the consumer rights forum and in some cases, the retailer will be liable for the return delivery costs even for a change of mind return.
You might not agree with it but that doesn't detract from the retailers legal obligations under UK legislation.

SultanPepper

you get free return shipping on certain things like faulty goods. if you change your mind on an item you get the item purchase cost minus shipping refunded.

George_Michael

SultanPepper said:

you get free return shipping on certain things like faulty goods. if you change your mind on an item you get the item purchase cost minus shipping refunded.

It's more complicated than that.
If you return goods for a change of mind and you have complied with the requirements of the Consumer contracts regulations then you are entitled to the cost of the goods and the money you paid to get the goods to you. ( basic cost only and not any enhanced shipping service you opted for).

If the retailer has complied with their legal obligations under the CCR's regarding informing you of your having to pay to return the unwanted goods to them then you have to cover this cost.
If the retailer failed to do this then they are responsible for the return costs.