Being asked for 20 per cent of value of online goods returned

Watsoji

Hello just off phone with retailer for dining table and chairs bought online and have been told the goods have to be returned directly to supplier at a cost of 20 per cent of value of purchase - is that legal ? 

visidigi

Were they flat packed? Were they built? What condition is the return? How are you returning them (as in what cause to return) etc.

Need far more information to advise. In some circumstances the right to deduct now exists.

Watsoji

Goods built and not faulty - only arrived two days ago brand new and never been used - realised right away it was not going to work in dining room - retailer said happy to take them back but would charge 20 per cent of just over a 1000 pounds - roughly 210 pounds but the good would be sent back directly to supplier 

the_lunatic_is_in_my_head

Which retailer was this? 

pinkshoes

If they are being returned exactly as they were sent then you can return for a full refund, but you are responsible to pay for return shipping as it is a change of mind. 

Watsoji

Thanks not sure whether that answers the question - I expect to pay costs of returning  the table and chairs but what I think is highly unreasonable is taking 20 per cent of a retail value as a price - I don’t understand what rationale supports this or whether that’s legal as clearly the costs of transporting this back to the company are significantly less I would imagine 

Watsoji

Apologies some typos there - predictive text - the retailer are suggesting the costs of returning the table and Chairs would be billed at 20 per cent of retail costs 

the_lunatic_is_in_my_head

pinkshoes said:

If they are being returned exactly as they were sent then you can return for a full refund, but you are responsible to pay for return shipping as it is a change of mind. 

If the trader has advised via durable means that the consumer must bear the costs of return and if the goods can not be returned via normal post the trader has also provided an approx cost for the return then the consumer is to bear the return costs. 


I'll try again, which retailer was this OP? 

loveka

I had this with a door. It cost £60 to return it. I made them.put in writing that they were taking full responsibility for the return once it left me.

I found that I could return it much cheaper with DPD but the retailer kept commenting how the return,if I chose to use DPD rather than their courier ,was at my own risk

unholyangel

Is it a return delivery fee or a fee for returning the goods?

A retailer can reduce a refund for returned goods (that don't fail to conform to contract) if all of the following applies:
1) your handling goes beyond what is reasonable - with this normally being how you could handle them in a shop.
2) that handling diminishes the value of the goods

3) they informed you of the necessary information in a durable medium. Including your right to cancel and that they may reduce the refund if your handling goes beyond what is reasonable and diminishes the value of the goods.

If it fails on any step, they can't make a deduction for you returning the goods. 

Lunatic has already covered when you can be liable for return postage costs.