Can a company charge me 30% of the cost of purchase to return an item?

wandster

Aylesbury_Duck said:

Looks like a slam dunk case for a full refund to me.  The goods aren't personalised, were bought at a distance and haven't ever been in your possession!  What TPatton's terms are with their supplier is none of your concern so if they incur re-stocking costs, that's their cost of doing business online.

I really hope that is the case.  The challenge now is how to try and recover some or all of the restocking fee.  T Patton won't discuss it so I assume I need to talk direct either mastercard, CAB or go through the small claims court.

neilmcl

wandster said:

Aylesbury_Duck said:

Looks like a slam dunk case for a full refund to me.  The goods aren't personalised, were bought at a distance and haven't ever been in your possession!  What TPatton's terms are with their supplier is none of your concern so if they incur re-stocking costs, that's their cost of doing business online.

I really hope that is the case.  The challenge now is how to try and recover some or all of the restocking fee.  T Patton won't discuss it so I assume I need to talk direct either mastercard, CAB or go through the small claims court.

As we've already mentioned, contact your card provider and arrange for a chargeback.

pinkshoes

wandster said:

I really hope that is the case.  The challenge now is how to try and recover some or all of the restocking fee.  T Patton won't discuss it so I assume I need to talk direct either mastercard, CAB or go through the small claims court.

To be honest, if the company aren't even willing to read the Consumer Rights act, then do you really want to buy a replacement from them? Is there somewhere else you can order from?

I would email once more, stating your consumer rights, providing them with a link, then giving them 7 days to issue a FULL refund. Make it clear that if they do not do this, you will contact your card provider for get your full refund instead. 

(but if they are the ONLY supplier of this item, then you will need to perhaps be nice!)

born_again

neilmcl said:

As we've already mentioned, contact your card provider and arrange for a chargeback.

Which chargeback do you propose to use?

Goods were never delivered as Op cancelled them.
So no non receipt of goods.
Non receipt of refund? Retailer will contest stating they have offered a refund. 
Sticking point is chargebacks are card regulations over & above your statutory rights and do not cover a retailer charging a restocking fee.

neilmcl

born_again said:

neilmcl said:

As we've already mentioned, contact your card provider and arrange for a chargeback.

Which chargeback do you propose to use?

Goods were never delivered as Op cancelled them.
So no non receipt of goods.
Non receipt of refund? Retailer will contest stating they have offered a refund. 
Sticking point is chargebacks are card regulations over & above your statutory rights and do not cover a retailer charging a restocking fee.

The seller isn't offering a full refund and therefore the OP is entitled to attempt to claim the full transaction amount made on the card. It'll be down the to the bank whether they think it's a valid claim or not, the OP won't know unless they put in a claim.

wandster

pinkshoes said:
To be honest, if the company aren't even willing to read the Consumer Rights act, then do you really want to buy a replacement from them? Is there somewhere else you can order from?

I would email once more, stating your consumer rights, providing them with a link, then giving them 7 days to issue a FULL refund. Make it clear that if they do not do this, you will contact your card provider for get your full refund instead. 

(but if they are the ONLY supplier of this item, then you will need to perhaps be nice!)

I could have purchased these items from any number of bathroom retailers.  I chose T Patton as they are a local business, and I therefore preferred to give them my business.  Obviously I regret that decision now.    I will email them once more but I don't expect a reply.  The store manager has said that he not allowed discuss this any further, and the owner has made her position very clear.     thanks for your help.