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Self Isolating - Goods Return
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pixtotts
Posts: 895 Forumite


Hi,
I know this is such a trivial matter, but I've rather got a bee in my bonnet at the irresponsible advice the store has given me.
I purchased some clothing items online click and collect, collected them Tue 29th - store states 14 day returns which takes me up to the 13th July. I placed another online order was going to return them when I collected that on the 5th. However my sister tested positive on the 4th so we are now self isolating for 10 days, taking me past the 13th.
I have been contacting the store since Wednesday trying to figure this out, I get the standard your past your 14 days so it's up to the store manager basically, even though right now I'm not outside of my 14days. One response I did get from their social media team did say to return via courier but that seems very irresponsible to be self isolating with a positive covid case in the household but to arrange for a courier to come and collect something from our house. That's just not fair on the courier.
So I've been looking would this be covered by the consumer rights act for online purchases 14 days to notify and 14 days to return? Would that then go off my order date (the 14 days would be up today)? Or the collection date?
I know this is such a trivial matter, but I've rather got a bee in my bonnet at the irresponsible advice the store has given me.
I purchased some clothing items online click and collect, collected them Tue 29th - store states 14 day returns which takes me up to the 13th July. I placed another online order was going to return them when I collected that on the 5th. However my sister tested positive on the 4th so we are now self isolating for 10 days, taking me past the 13th.
I have been contacting the store since Wednesday trying to figure this out, I get the standard your past your 14 days so it's up to the store manager basically, even though right now I'm not outside of my 14days. One response I did get from their social media team did say to return via courier but that seems very irresponsible to be self isolating with a positive covid case in the household but to arrange for a courier to come and collect something from our house. That's just not fair on the courier.
So I've been looking would this be covered by the consumer rights act for online purchases 14 days to notify and 14 days to return? Would that then go off my order date (the 14 days would be up today)? Or the collection date?
I hope you know your capable, & brave, & significant.
even when it feels like your not....
even when it feels like your not....
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Comments
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Frankly I would have thought it was a very common problem over the last year. I assume from what you say the store is part of a chain (M&S, John Lewis or similar) and so the only thing to do is to get hold of the individual store manager. It's possible that this can only be done once you've gone beyond the 14 days and are allowed back out in to the wild. When you go take proof (what?) of you having to isolate along with copies of any emails showing you had tried to resolve the situation.
A similar thing happened to me with M&S a few years back. I had some things to return from their Christmas sale and was delayed due to the world's worst cold. When I was finally (not quite) well enough to venture out I took the items to the shop, explained why I had been delayed and got the full eye roll and was told "nope, too late!". All I could do was hold on to the counter edge to keep myself from keeling over while I coughed and blew my nose repeatedly. The individual working there finally realised that I wasn't lying about being ill and was potentially infecting her and everyone else in the vicinity and gave me the refund.I’m a Forum Ambassador and I support the Forum Team on Debt Free Wannabe, Old Style Money Saving and Pensions boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
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If it IS one of the larger places, like M&S, you CAN arrange return by courier. You can pull up that option online and request a return by courier (or for them to pick up from your address). You list what you are sending back and they then issue a label which you stick on your parcel. It's usually free.
You will then be advised when the courier will collect your parcel and you leave it outside on that day.
We've done this a few times and we have been self isolating since last March since in our household we are clinically extremely vulnerable. We haven't had covid as yet in our home but as the virus is spread by mouth, leaving parcels outside to be collected is considered to be safe.
We leave ours in a box after specifying where it will be left (next to our bin), - this has been accepted by all couriers and no-one has yet had a problem with that.
They have knocked on the door when they've collected and we have simply shouted our thanks through the door. They don't mind, they know it's safest for everyone. In fact, we have had a notice on our door since last March advising that we are self isolating and won't be opening the door to anyone.
This also happens when we receive parcels. A knock, a shout and no-one is in contact with anyone else. Maybe that's the sort of thing their social team meant?Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.0 -
Arrange for it to be collected by courier in 3 days time, and leave it right by the door. Don’t touch parcel between now and then.When courier arrives open door and they reach in to grab parcel.3 days is more than enough time for anything on the parcel to die off.0
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You can also do Royal Mail collect https://send.royalmail.com/collect/youritems, if you have access to a printer to print off a label (if you don't do you know anyone who could print one for you and drop it through your door, or who would be willing to pick a package up off your doorstep and take it to the post office for you?All posts are my personal opinion, not formal advice Always get proper, professional advice (particularly about anything legal!)0
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I thought it was 14 days to notify them you want to return, and a further 14 days to actually do it?
https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#:~:text=You've MORE rights buying,even if there's no fault.Excuse any mis-spelt replies, there's probably a cat sat on the keyboard0 -
Wipe down parcel, leave outside or somewhere safe (like a shed).
Get a courier to collect 72 hours later.
What's the issue?0 -
How are you managing to get food and essential items ?
Just reverse the process
I think some people are looking too deeply and complexly at relatively simple things0 -
RitchieDH said:How are you managing to get food and essential items ?RitchieDH said:Just reverse the processRitchieDH said:I think some people are looking too deeply and complexly at relatively simple things0
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