Cotton Traders Returns Warning

Be_Happy

I've just fallen foul of a company's return policy.  Will have to check carefully in future.

Received order from Cotton Traders which didn't fit and returned it same day.  Tracking shows delivered to Cotton Traders depot 2 days later.  Now received refund that doesn't include initial postage.  Knew I would have return postage deducted from refund and accepted this, but expected the initial postage refunded.

However turns out they have a Cancellation Policy in operation saying customer must contact them by letter or email within 14 days to say they are cancelling and going to return the goods.  It's not good enough to complete the Returns Form and include it in the parcel sent back.

I would have thought completing the Returns Form within the time schedule was notifying them in writing that I was cancelling.  However, obviously my mistake and they've now lost a frequent customer.

Manxman_in_exile

Does it matter what their returns policy says?  I thought that with on-line sales you had a right to return and cancel any purchase for a full refund within 14 days.

I'd agree that completing a returns form should be sufficient to show cancellation.  Perhaps we are both wrong...

Be_Happy

Seems they can get round it this way if it's in their terms and conditions.  Returns policy says you can get initial postage refunded as long as you've followed their cancellation policy.  You then have to look up the Cancellation Policy and find this limitation.

Not worth fighting over the £3.99, simply won't deal with them again!