Returns cut off for Sports Direct

JustAnotherSaver

Basics is wife got me some walking boots for Xmas. Tried them on at Xmas, all seemed fine, job done.

Came to put them on today & somehow it's escaped not only her but myself at the time - they're a size bigger. No, not a size bigger than Xmas Day but a size bigger than I am.

So she's looked in to a returns (for the correct size, not for refund) as I understand Sports Direct have different policy for items bought online than they do in store?

Anyway, apparently the cut off for a return is tomorrow so she's annoyed at herself, I'm annoyed at myself & she says we're out of luck for the return (thankfully they're not completely unuseable - a thicker pair of socks should see me right a bit & less slip-slidy, but obviously would've preferred a better fit once walking about).

Now for the sake of creating a thread and asking the question, I'd rather just ask and be called a silly billy - to see whether our understanding is actually correct - in that the cut off being tomorrow means Sports Direct need to receive it by tomorrow (obviously not going to happen), or whether the return just needs to be initiated before tomorrow ends and the item could be dropped off with say a Hermes drop off?

Having never dealt with it i'm not sure which is correct. Over to you guys.

Brie

Sorry but I'm confused.  They fit on Christmas day but now they don't?  

If it's online and you need to Hermes/post them then I believe initiating the return today would suffice but they should be able to confirm that.

And frankly you do NOT want a pair of hiking boots that are not a good fit.  Fluffier socks will fill the gap but only for a while and having your feet slipping about in the boots (even if only a bit) can lead to the worst case of blisters possible.  

Is there any way you can go to one of their shops to exchange??  That might be best and then you can try on the new ones to ensure you are getting something comfortable.

(and do consider liner socks or hiking socks with an integrated liner - they are well worth it!  fyi - best ones used to be sold by Aldi in my opinion.)

powerful_Rogue

Date ordered, date received?

the_lunatic_is_in_my_head

https://help.sportsdirect.com/en/support/solutions/articles/80000495586-terms-conditions-uk-

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation,

Looks like you (or the purchaser) have 1 year and 14 days to cancel your contract as the required minimum cancellation period is 14 days beginning the day after receipt and when the trader fails to provide the correct information the cancellation period is extended. 

Caveat is to check the order emails or paperwork with the goods see the timeframes listed for cancellation as the generic info on the website doesn't count and what they've given you via durable medium is what you should go by.

Sports Direct aren't known for great service so perhaps don't expect an easy time enforcing this. 

JustAnotherSaver

Thanks for the extra advice Brie.

Not as simple as they fit Xmas Day and now they don't which makes it sound like the shoes or my feet have changed size.

I put them on on Xmas Day in my living room, stood up to see how they felt underfoot. Moved about a bit in them, not much. They felt like they fit.

I put them on today to actually go out and wear them, was moving about a bit more spiritedly around the house, running up and down stairs as I kept forgetting things and it was then that I thought hang on a second i'm moving about a bit inside these shoes. That's when I saw the label.

Also, believing initiating the return should work and knowing initiating it are different things. It's turned 6pm on a Saturday so I'm not really sure how contactable Sports Direct will be right now to ask them what the situation is.

Yes I could go to one of their stores tomorrow but I do remember my wife having to return some clothing once to Sports Direct not all that long ago (mid-late last year) and she'd ordered it online and tried to return it in store - and she was told that it can't be returned in store as it was bought online - she has to return via the post to their online returns.

powerful_Rogue: Ordered 2nd November, picked up 9th November, received by me 25th December ... though don't understand how any of that matters if the Xmas gifts returns cut off is 9th January?

And yes, I know there's been 15 days but (in case the obvious does get stated) that's not helpful. Yes I should've given them a proper try out before now, yes I should've looked at the label, no I can't rewind time but yes I would like help as to whether they can be returned if the cut off is tomorrow.

powerful_Rogue

JustAnotherSaver said:

powerful_Rogue: Ordered 2nd November, picked up 9th November, received by me 25th December ... though don't understand how any of that matters if the Xmas gifts returns cut off is 9th January?

Because your consumer rights are different to any store policy.

theonlywayisup

Aside of the fit, pre Christmas and post.  

Are they the size that was ordered or is the label showing them a different size?

I am on my phone so forgive me for asking, were they an online purchase or in store?

Parking_Eyerate

the_lunatic_is_in_my_head said:

https://help.sportsdirect.com/en/support/solutions/articles/80000495586-terms-conditions-uk-

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation,

Looks like you (or the purchaser) have 1 year and 14 days to cancel your contract as the required minimum cancellation period is 14 days beginning the day after receipt and when the trader fails to provide the correct information the cancellation period is extended. 

Caveat is to check the order emails or paperwork with the goods see the timeframes listed for cancellation as the generic info on the website doesn't count and what they've given you via durable medium is what you should go by.

Sports Direct aren't known for great service so perhaps don't expect an easy time enforcing this. 

I personally think that saying 14 days from the date of delivery takes you to two weeks after the date of delivery and so it maybe does allow the full fourteen days. (I would say that fourteen days from today is the 22nd of January and if I received an item today I would have until the 22nd to return/cancel, which I think is correct.)
Noting the website mentions ‘notify us of a cancellation’, however, if I were the OP I would try and notify Sports Direct before they close tomorrow that I would like to exchange the boots and clarify with them whether that would be in time.

the_lunatic_is_in_my_head

Good viewpoint, if you received today you would have until the end of the 22nd to cancel, so probably ignore what I said above. 

JustAnotherSaver

What a carry on this has been.

So we decided that so long as they're posted back before the end of today then we meet the deadline for today. They're not going to receive on a Sunday so why state the Sunday as a cut off? So surely must need to be sent by Sunday at the latest.

So get everything printed off. I usually use Parcel2Go but after recently having a lost item issue (which turned up according to P2GO & the tracker ID but the seller is claiming they've not received back) I decide to cut out the middleman and go direct to Hermes.

FireFox is my default browser but I get so far and it keeps timing out. Nothing happening.

Switch to Chrome and go through the process but I see at the last minute as the pay screen doesn't load, it says I need to verify myself.

I do this and then open Chrome again. Still says I need to verify. I click verify and nothing happens, even though i've verified myself via email already.

go through the booking, enter the payment details and click next. Nothing happens but it doesn't look like anything is going to happen. Nothing is spinning, no progress bars, nothing.

I click next again and this time it looks like something is working. I see a bit of a progress bar at the top which then vanishes and the screen remains as it was - as though payment is yet to be taken.

Check my history and there is none. No barcodes to my email, nothing. No tracker ID. Nothing.

Check my bank and the payment is pending - so it's gone through, but not generated a code/tracker for me.

1) Can't do anything with Hermes because they don't work Sundays

2) Can't do anything with my bank because I have to wait for it to move from pending status.

So looks like i'm stuck with the boots now and I'll just have to rely on thick socks padding things out.

theonlywayisup - unfortunately they're correct. For some reason she ordered the size up and that's what came. She even checked my shoes beforehand but thinks she's probably mistakenly looked at the US size.

Online purchase.

Parking_Eyerate - i've not bought much from Sports Direct myself but my wife has & has had to deal with returns process with them. I've basically said to her in the past what's said to me here - try the store, and she did. The store basically say don't bother us with online purchases, it's a different department, not our concern.

robatwork

Sports Direct are cheap for various reasons, one of which includes running everything on a shoestring of staff. Shops, online, customer service. So while I do buy things from there occasionally, it's always in my mind that I don't expect it to be easy if something goes wrong. Let us know how your attempted return goes - the Magic 8 Ball says......doubtful