Return postage? 11 February at 10:25PM in Consumer rights 10 replies 271 views

yoda84

Hey!

I bought an item that was a custom piece that came to £350. After getting the item I noticed a split in the wood so I asked the company about it and after a few pics and emails, they said to return it.

I asked if they would supply a returns label (given the item is defective) & they told me to pay for the shipping myself and they would reimburse me for upto £12 as thats what it cost for shipping.

However, I can't find any courier (the item is 4kg and roughly 60*30*15cm) that charges less that £18.

I asked the seller who they used and they said EVRI - so I can only assume they didn't insure it for the full value I was charged for the item when they shipped it.

I really don't want to ship it back with inadequate insurance cause that's the very time it will be lost!

I also don't want to go full Karen on the company and start quoting consumer rights, however I'd like to know where I stand?

I was given no t&c's regarding shipping or returns policy prior (or after) the purchase.

Cheers

D

eskbanker

The process under the Consumer Rights Act 2015 is that if the item is defective, you can exercise your short term right to reject under section 20, and simply make the item available for collection rather than accepting responsibility for arranging the return.

(7) From the time when the right is exercised—

(a) the trader has a duty to give the consumer a refund, subject to subsection (18), and

(b) the consumer has a duty to make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed.

35har1old

yoda84 said:

Hey!

I bought an item that was a custom piece that came to £350. After getting the item I noticed a split in the wood so I asked the company about it and after a few pics and emails, they said to return it.

I asked if they would supply a returns label (given the item is defective) & they told me to pay for the shipping myself and they would reimburse me for upto £12 as thats what it cost for shipping.

However, I can't find any courier (the item is 4kg and roughly 60*30*15cm) that charges less that £18.

I asked the seller who they used and they said EVRI - so I can only assume they didn't insure it for the full value I was charged for the item when they shipped it.

I really don't want to ship it back with inadequate insurance cause that's the very time it will be lost!

I also don't want to go full Karen on the company and start quoting consumer rights, however I'd like to know where I stand?

I was given no t&c's regarding shipping or returns policy prior (or after) the purchase.

Cheers

D

Royal Mail Special Delivery Guaranteed by 1pm®*

Weight up to and including £500 Compensation

10kg £15.45

Please visit royalmail.com/specialdelivery

Did you use a credit card if so they may be able to help
Also as it is damaged it is no longer worth £350 Retail.  What value did they put on it to ship it for £12

Royal mail signed for
Medium Parcel  10kg £9.05 £8.05 1st & "2nd class
Compensation only £50

p00hsticks

35har1old said:

Also as it is damaged it is no longer worth £350 Retail. 

That's an interesting point, but while the item may no longer be actually worth the £350 the OP paid for it, it;s still the amount the OP would presumably lose if the parcel goes missing in transit as they wouldn;t get their refund.

yoda84

Thanks everyone!

I'm awaiting a reply from the company in regards to how they shipped it for only £13 - I can only assume it wasn't shipped at the retail value it cost me.

As p00hSticks mentioned - my concern is if I ship it at an under insured amount and it gets damaged (even more) or lost... I'll only be able to claim what ever the insurance was and I'd be without the goods and minus the difference in what I paid.

I'm hoping the seller just sends a return label and makes it easier - but we shall see.

Ive also taken photos of the item, the packaging and the steps during packaging just incase!

I'll update when I hear back

Thanks
D

tightauldgit

yoda84 said:

Thanks everyone!

I'm awaiting a reply from the company in regards to how they shipped it for only £13 - I can only assume it wasn't shipped at the retail value it cost me.

As p00hSticks mentioned - my concern is if I ship it at an under insured amount and it gets damaged (even more) or lost... I'll only be able to claim what ever the insurance was and I'd be without the goods and minus the difference in what I paid.

I'm hoping the seller just sends a return label and makes it easier - but we shall see.

Ive also taken photos of the item, the packaging and the steps during packaging just incase!

I'll update when I hear back

Thanks
D

Yeah, don't ship it underinsured. The seller is responsible for shipping costs - they either refund you what you actually paid or they organise it themself. If they can ship it for £12 then all they have to do is arrange a collection at that price

the_lunatic_is_in_my_head

35har1old said:

Royal Mail Special Delivery Guaranteed by 1pm®*

Weight up to and including £500 Compensation

10kg £15.45

Please visit royalmail.com/specialdelivery

Yeap SD is probably best, you can buy here:

https://send.royalmail.com/

There is also Tracked 24/48 but that only has £100 cover, it's a good service but worth the extra in this instance for SD IMO.

The trader should cover the full cost (as it's a reasonable one) but, whilst not ideal, being £2.50 odd down on the deal isn't the worst result ever.

yoda84

Update:
Seller has accepted the item can't be shipped fully insured for £12 and has agreed (and paid) the higher shipping.

Iv enquired as to how it will be corrected - in my eyes for £350 it should be a new item or at least a new top (the part that has split) - but the seller has declined to state how it will be rectified until they get the item back.

If their solution is simply to glue the split instead of replacing the item - can I refuse the repair and ask for my money back?

Cheers
D

eskbanker

Seems unlikely that anyone on here can advise whether gluing would be an adequate resolution without knowing more about the item, but if you want your money back then just exercise your short term right to reject now?

yoda84

eskbanker said:

Seems unlikely that anyone on here can advise whether gluing would be an adequate resolution without knowing more about the item, but if you want your money back then just exercise your short term right to reject now?

Given its a custom item (guitar pedal board) - I didn't think that could be done? 

Alderbank

yoda84 said:

eskbanker said:

Seems unlikely that anyone on here can advise whether gluing would be an adequate resolution without knowing more about the item, but if you want your money back then just exercise your short term right to reject now?

Given its a custom item (guitar pedal board) - I didn't think that could be done? 

It's not change of mind though, the item is faulty.

Having said that I would be unhappy with a hand-made piece of furniture with a flat top which was just one single virgin piece of wood. It would be very prone to cupping, etc. Good quality solid timber table tops are made from several pieces glued together.