Ruggable returns “processing fee”

magentalady

Hello,

My husband and I recently ordered two rugs online from Ruggable since we really liked the concept. However, they’ve arrived and we’re really disappointed and want to return them.

I’ve just looked at their returns policy and I’m shocked to see they charge a £27 ‘processing fee’ per item. This means that we not only have to cover postage for returning two heavy rugs (which I expected) but they also want to keep £54 of our money when they issue the refund. Link here: https://support.ruggable.co.uk/hc/en-gb/articles/1500005934422-What-is-your-return-policy-

Can this be right? Under the distance selling regulations, can they really charge a £27 per-item processing fee if we notify them we want to cancel within 14 days of receiving the goods? Again, I understand covering the postage costs ourselves but charging this fee for no good reason seems wrong to me. Can anyone who understands the regulations better than me confirm whether they are actually allowed to do this?

Many thanks!

y3sitsm3

magentalady said:

Hello,

My husband and I recently ordered two rugs online from Ruggable since we really liked the concept. However, they’ve arrived and we’re really disappointed and want to return them.

I’ve just looked at their returns policy and I’m shocked to see they charge a £27 ‘processing fee’ per item. This means that we not only have to cover postage for returning two heavy rugs (which I expected) but they also want to keep £54 of our money when they issue the refund. Link here: https://support.ruggable.co.uk/hc/en-gb/articles/1500005934422-What-is-your-return-policy-

Can this be right? Under the distance selling regulations, can they really charge a £27 per-item processing fee if we notify them we want to cancel within 14 days of receiving the goods? Again, I understand covering the postage costs ourselves but charging this fee for no good reason seems wrong to me. Can anyone who understands the regulations better than me confirm whether they are actually allowed to do this?

Many thanks!

That return policy is in addition to your rights under the CRA.  You need to specifically cancel the order in order to exercise your rights under the CRA.

However, they give a return address in Ilinois for cancelled orders which presumably would cost an absolute fortune to send the goods to.

https://ruggable.co.uk/pages/terms-of-supply

magentalady

Thank you! Hmm, all seems very dodgy. I wish we’d looked into the returns policy more closely before we ordered, I would never have gone for it if we had! I will pursue the refund anyway and see how we get on…

JJ_Egan

CRA and DSR i am reading this as a non UK company  .

y3sitsm3

JJ_Egan said:

CRA and DSR i am reading this as a non UK company  .

These terms shall be governed by English law, except that (if you are a consumer and not a business user) and if you live in Scotland or Northern Ireland, there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law.

 

You agree that any dispute between you and us regarding these terms or any Contract will only be dealt with by the English courts, except that (if you are a consumer and not a business user) and if you live in Scotland or Northern Ireland, you can choose to bring legal proceedings either in your country or in England, but if we bring legal proceedings, we may only do so in your country.

Although admittedly if they refused to play ball there is essentially nothing an English court can do.

JJ_Egan

Reads as a cut and paste job to me .

y3sitsm3

JJ_Egan said:

Reads as a cut and paste job to me .

Most T&C's are cut and paste jobs with minor tweaks where applicable.