Online shopping return

onismum

Hi 

I bought two sofas online from a local retailer. They were in the sale, £1200 total.  The delivery team had to unpackage them to put them together and screw the feet on, they took the packaging with them. The sofas turn out to very uncomfortable. I emailed the retailer the next day, and said I wanted to return under the cooling off period rules. They called me back and said

1. well ok, we don’t normally do this but we will this time!
2. We will deduct the initial delivery charge and the return pick up charge from your refund ( £60 x2)
3. As you don’t have the packaging we will also deduct 20% to cover that!  So £360 total!!

The person on the phone was very argumentative and kept saying but you changed your mind! I told her I was aware of my rights and quoted the Consumer Contracts legislation but she just said she didn’t know about that and she would speak to Head office. She’s calling back on Monday. 

My understanding of the legislation is that I don’t have to pay anything other than the collection fee is thst right? 

Thank you 

Mnoee

You might have more luck posting on the consumer right board, as this isn't an NI specific question. 

MalMonroe

You don't have to pay delivery costs TO you.  As per the info in this link -

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#:~:text=The Consumer Rights Act 2015,most cases) of 30 days.

But unfortunately you DO have to pay for return costs - unless a business decides you don't have to. One way or the other, you don't have to pay both delivery charges. That's part of the Consumer Rights Act 2015. Doesn't matter why you have cancelled, that's your prerogative when buying online. 

This, taken from the link I have provided above -

"You've MORE rights buying online (or by telephone/catalogue) due to the Consumer Contracts Regulations. These give a legal right of 14 days to cancel the order after receiving it, and a further 14 days to send most goods back for a full refund (including outward delivery costs), even if there's no fault. You'll usually need to pay for the return delivery."

Those are your rights and the member of staff doesn't know what she's talking about. And is also rude and needs reporting to Head office, truth be told!