Self Isolating - Goods Return

pixtotts

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? 

Brie

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.

MalMonroe

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?

mattyprice4004

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. 

TBagpuss

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? 

ceh209

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.

lisyloo

Wipe down parcel, leave outside or somewhere safe (like a shed).
Get a courier to collect 72 hours later.
What's the issue?

RitchieDH

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 things

MattMattMattUK

RitchieDH said:

How are you managing to get food and essential items ?

Would most people really need food and essential items for a ten day isolation? I would just live off what was in the cupboards, fridge and freezer, although if I needed something in particular I could get a delivery or have a family member drop it off.

RitchieDH said:

Just reverse the process

That does not quite work though, an incoming delivery in this situation poses no direct risk, where an outgoing package, recently handled by a potentially infected person could theoretically pass on infection, admittedly the odds are incredibly low.

RitchieDH said:

I think some people are looking too deeply and complexly at relatively simple things

I agree, lockdown has given the worriers to much time to worry.