Charging for a .’free’ refund?

Zteff

I recently made an online purchase, which was unsuitable. I notified the company via their email refund procedure, and got the reply that they would refund the purchase price, minus a £3 handling charge???
Ive never encountered this before, and their blurb states “exchange and refunds are free and easy”.

Any thought on the legality of deducting money from a purchase price and refunding the remainder, I’m baffled that this can be legal. Oh, and they’ve said I can keep the item, which is no good to me in the first place. 🙄

the_lunatic_is_in_my_head

They can't deduct a handling fee from the refund when you exercise your right to cancel the contract (where it exists) but you might find they are offering their own policy with "free returns" and then applying the chare which on the face it might be OK but you could end up down a rabbit hole of unfair (misleading) practices which is much harder to prove.

Companies are obligated to inform you about your rights but often when you look at a page about return it talks about their policy and you have to check the lengthily Terms and Conditions page to see what they are telling you about the right to cancel. 

Out of curiosity can you tell use the name of the website OP? 

As it's £3 other than ask nicely (and then bug them if they so no) sadly there isn't any feasible way to recover £3 even if you were entitled it.  

powerful_Rogue

Zteff said:

I recently made an online purchase, which was unsuitable. I notified the company via their email refund procedure, and got the reply that they would refund the purchase price, minus a £3 handling charge???
Ive never encountered this before, and their blurb states “exchange and refunds are free and easy”.

Any thought on the legality of deducting money from a purchase price and refunding the remainder, I’m baffled that this can be legal. Oh, and they’ve said I can keep the item, which is no good to me in the first place. 🙄

Was it a UK company you purchased?

Was this for a domain name, as that's what I get from your thread title?

Ditzy_Mitzy

What is the item and how much is it worth?  Legalities aside it may work out cheaper to take the refund less £3 and look at selling the thing you get to keep.  If the buyer pays anything more than £3, you'll have made a profit.  

TadleyBaggie

Hearing the, "you can keep the item" makes it sound like a typical Chinese drop shipper operation.

Zteff

the company is Conturve U.K. 
they have stopped responding to my emails and have not responded to my trustpilot review. Their return address is Manchester U.K., but it does have the hallmarks of a drop shipper unfortunately. The reduced cost has been refunded to my account, but it still seems inherently wrong that they can do what they please. 😡

powerful_Rogue

No mention of cancelling orders using your Consumer Rights on their website, just their own returns policy.

Exchanges are always free! With our Perfect Fit Promise, you have 60 days to wash it and wear it. If you don’t love it, returns are simple, just pay a minimal amount of £3 to send back your item (note initial shipping rates are non-refundable), and we will refund you for your purchase immediately.

Not quite sure how they make their own laws.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Studio House, 40 Invar Road, Manchester , Manchester , MAN, M27 9HF, United Kingdom.

I'd chalk it up to experience. Always worth checking these bits out on websites where making orders in future.

Manxman_in_exile

Zteff said:

I recently made an online purchase, which was unsuitable. I notified the company via their email refund procedure, and got the reply that they would refund the purchase price, minus a £3 handling charge???
Ive never encountered this before, and their blurb states “exchange and refunds are free and easy”...

Were you (and did you make it clear that you were) exercising your right to cancel the order under the legislation - The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)?

Because if you didn't (and you were returning under their own returns policy which it could be argued offers more generous terms) they make it clear they'll charge you £3 to return it:  Conturve | Returns & Exchanges

"Exchanges are always free! With our Perfect Fit Promise, you have 60 days to wash it and wear it. If you don’t love it, returns are simple, just pay a minimal amount of £3 to send back your item (note initial shipping rates are non-refundable), and we will refund you for your purchase immediately.
Reach out to one of our friendly customer support team who will help guide you through the process.
To request a return or an exchange go to our Returns Portal."

If you want to return goods always make it clear that you are cancelling under the above legislation and not the company's own policy - unless that policy gives you a better deal.

(I'll leave it to others to discuss whether they provided enough info to satisfy the statutory requirements...)