Refund deducting more than delivery fee.

LazyWhippet

I have received a partial refund on an order that I returned personally, but they have deducted more than I paid for delivery, citing the courier cost them £20 more than I paid them. Is this legal?

In the DSR I see in 34.1: “ The trader must reimburse all payments, other than payments for delivery, received from the consumer”

To me, this means it can only be what was charged for delivery and not what they are paying their courier?

Advice would be greatly appreciated. 

HillStreetBlues

Whoops deleted post

The DSR no longer apply it's the Consumer Contracts Regulations

How long did you have item?

LazyWhippet

It was returned within 30 days. I paid £29.50 for delivery and they are deducting £50.40 as that was what it cost them!

LazyWhippet

The same paragraph exists in CCRs too. 

Aylesbury_Duck

Returned within 14 days, or somewhere between 14 and 30 days?

HillStreetBlues

And when did you first inform them that you no longer wanted the item? if that was before you actually returned item.

LazyWhippet

Returned within 14 days, or somewhere between 14 and 30 days?

16 days.

And when did you first inform them that you no longer wanted the item? if that was before you actually returned item.

Yeah, told them it was being returned. 

They are saying they can recalculate the cost of delivery for refunds??

HillStreetBlues

As you informed them after 3 days you could of cancelled the contract as you then returned it 13 days later.
If you had done that you would have been entitled to a full refund including the postal charges you paid.
But you would have to make it clear that this was the reason.

As you didn't I expect you have just "returned" it under the returns policy and the T&Cs should include how much refund you should get.


Happy to be corrected by someone if this isn't the case.

LazyWhippet

I don’t mind not getting the delivery fee back, it’s the fact they are deducting more than I paid for the delivery - surely that’s not allowed?

Alderbank

LazyWhippet said:

I have received a partial refund on an order that I returned personally, but they have deducted more than I paid for delivery, citing the courier cost them £20 more than I paid them. 

I'm struggling to understand what actually happened.

Is this correct?

• I placed an order for a number of items from (eg) Boots.
• I decided to keep some and return some so I took the unwanted items back to my local Boots shop for a partial refund.
• They say that the courier charge for the reduced number of items is higher than for the original (larger) order.
• But surely the courier charge for a smaller order should be less rather than more.

If I have understood you correctly I can see that it seems counter-intuitive that carriage for a smaller order costs £20 more than for a larger order.
However this will be because the retailer absorbs some of the carriage costs out of their profit.
What do their T&Cs actually say about delivery?
Something like this is typical:
   Orders up to £60     delivery charge £30
   Orders up to £100   delivery charge £10
   Orders over £100    delivery charge free

LazyWhippet

So it’s with Factory Direct Flooring, their Ts and Cs are here: https://www.factory-direct-flooring.co.uk/terms-conditions

I ordered £379 of goods and the cost of £29.50 to deliver. 

I have returned the full amount of goods, in person. 

They have refunded me £358, which is the cost for them to deliver it to me, not the £29.50 I paid them (£50 or so instead)