Refunding postage from online order

Woof64

What are the current rules around refund of postage, from an online order?
I recently ordered an item online, which proved to be the wrong size.
I paid for return postage and sent it back the same day.
The company eventually refunded my original purchase price, but not the original postage or the return postage.
I was pretty sure the original postage cost had to be returned. Am I wrong?

the_lunatic_is_in_my_head

Assuming it was a UK company and "wrong size" means the item wasn't as described, they should refund the original payment in full and cover the reasonable costs of return. 

If wrong size means change of mind it depends upon the timeframes between receiving the order, notifying them of intent to return plus the action of returning combined with the information they provided you about your right to cancel (again all assuming a UK company). 

Woof64

It was a 'free size' top, which they'd said was approx 10-16. I am size 16 yet it was massively too big (even allowing for a loose fit).
Also, the photos on their website showed it as having a dipped hem at the back, whereas the one they sent me did not. I should have mentioned that when I contacted them. 😶

the_lunatic_is_in_my_head

Can you advise which company it was and someone will have a look to see if they are UK based  

Woof64

I checked. They are in the UK.
I should have guessed at the start, what sort of company they were - they only offer free postage for orders above £120(ish - can't recall the exact figure)!
A lesson learned.

the_lunatic_is_in_my_head

If they are a UK company with the site T&Cs detailing transactions are governed by the laws of England and Wales then the below applies, always worth complaining to see if they budge when presented with the legislation:

www.legislation.gov.uk/ukpga/2015/15/section/20/enacted

(7)From the time when the right is exercised—

(a)the trader has a duty to give the consumer a refund, subject to subsection (18), and

(b)the consumer has a duty to make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed.

(8)Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.

(10)To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money.

(15)A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

(16)If the consumer paid money under the contract, the trader must give the refund using the same means of payment as the consumer used, unless the consumer expressly agrees otherwise.

(17)The trader must not impose any fee on the consumer in respect of the refund.

Woof64

That's brilliant! Thank you!