Small Order Fee Refund

muzza_miester

I purchased something online but returned it about a week after it arrived.

I paid for return postage and expected a full refund but they are refusing to refund a small order fee of 60p.

Is this allowed? I thought I am protected under the consumer rights act and entitled to a full refund.

Ergates

Probably not - depends on the specific circumstances.

What do you mean by "a small order fee"?   Is that a fee they charged you for.. something.. on top of the order?   Or is that just part of the order they're turn refunding?  (e.g. the item cost £5 and they're refunding £4.50).

If it was ordered online (i.e. a distance sale) and you informed them you were returning it within 14 days (which you did by the sounds of it) and the item wasn't "excessively handled" (e.g. worn), then I don't see what basis they'd have for not refunding you in full.  They *can* ask for you to pay for return postage *IF* they clearly state you will have to do this by email with your order confirmation (or on paperwork included wiht the order) - otherwise they have to pay for that too.

muzza_miester

The items cost about £12 with delivery. They charged a separate small order fee of 60p because the order was less than £15.

Refunded the ~£12 but not the 60p small order fee.

muzza_miester

Their terms did state that I had to pay return postage. So not too concerned about that.

muzza_miester

Is it worth contacting citizens advice?

the_lunatic_is_in_my_head

If it's a UK or EU company they should refund the small order fee based on the below. Anywhere to leave a bad review for the company?

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

34.—(1) The trader must reimburse all payments, other than payments for delivery, received from the consumer, subject to paragraph (10).

user1977

muzza_miester said:

Is it worth contacting citizens advice?

How much of their time do you think they ought to spend helping you get 60p back?

muzza_miester

the_lunatic_is_in_my_head said:

If it's a UK or EU company they should refund the small order fee based on the below. Anywhere to leave a bad review for the company?

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

34.—(1) The trader must reimburse all payments, other than payments for delivery, received from the consumer, subject to paragraph (10).

It is a UK company. I’ll wait till Monday to see if they reply to my second email. If not, they have two social media pages I can complain on. Not sure if it’ll do much good as they are not that active on social media.

muzza_miester

user1977 said:

muzza_miester said:

Is it worth contacting citizens advice?

How much of their time do you think they ought to spend helping you get 60p back?

They might be able to provide some advice in a five minute call. Social media is probably the next step as the other poster said.

60p on each order does add up. Although, they seem like a small business so they probably don’t get that many refunds/sales.

Flight3287462

Pick your battles and this isn't one of them.

muzza_miester

Flight3287462 said:

Pick your battles and this isn't one of them.

Put it down to experience I guess. Hopefully they have a change of heart on Monday, doubt it though.